About the position
ServiceNow’s Cloud Services Program Management team is responsible for program delivery across our cloud environment, touching all elements of the cloud infrastructure, services and operations. The scope of programs includes global environment and technology deployments, operations standardization and continuous improvement, new product introductions, and customer migrations. The team is a key enabler for the cloud services, product development, go-to-market, support, security and compliance teams. The ideal candidate is passionate about the customer experience, service scalability and operational excellence. We need someone who is uncompromising in delivery of high quality, scalable, and sustainable solutions quickly. The successful candidate will have experience leading cross-functional teams with exemplary program management and consulting skills. This role requires a critical thinker with strong problem-solving skills and an eye on the future; we are looking for someone who takes ownership for new challenges, is innovative, and is a great team player. We like to have fun while we work, this person should too.
Responsibilities
- Drive large, highly visible and complex programs for our Cloud Engineering organization against tight deadlines.
- Develop and maintain strong partnerships with stakeholders, technical leaders, and business owners to deliver on strategic and tactical organizational initiatives.
- Work on multiple programs simultaneously, managing and budgeting time accordingly to achieve success with all programs.
- Develop program plans; define and obtain agreement on scope, success criteria, key milestones, priorities, and deliverables.
- Take ownership for protecting the project/program investments you are managing.
- Determine and manage the alignment of internal and external dependencies; technical, procedural, within scheduled and between teams and people.
- Understand stakeholder needs and manage expectations.
- Identify, track and mitigate risks to protect schedules and objectives.
- Host and/or lead meetings at executive-level and with all relevant stakeholders to reach decisions, and deliver crisp status updates to all stakeholders.
- Ensure operational readiness for the technology.
- Develop business readiness plans including training and support documentation and artifacts.
- Lead post-implementation reviews and drive continual process improvements to PMO practices, applying the principles of Lean thinking.
- Provide leadership by example. Develop and share best practices across the team.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Enterprise Architecture hands-on experience with establishing and/or managing standards and alignment with technology roadmaps.
- Working knowledge of hardware and storage platforms, networking technologies, datacenter power distribution systems and capacity planning.
- Familiarity with networking technologies such as routing, switching, and load balancing is a plus.
- Familiarity with security and regulatory controls, standards, and building scalable control implementations for multiple cloud environments.
- Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related field.
- Facilitation skills in leading planning meetings, reviews, and retrospectives.
- Excellent negotiation and persuasion skills.
- Superior communications and presentation skills.
- Strong customer orientation.
- Self-directed and proactive driver with the ability to operate autonomously.
- Solid analytical and quantitative skills; ability to use hard data and analysis to evaluate option outcomes and support recommendations.
- Strong working knowledge of MS Project and/or other project planning tools.
Nice-to-haves
- 10+ years’ project/program management running large engineering programs, with at least 4 years dedicated to managing large and complex engineering programs.
- Experience delivering large scale security/compliance programs a plus.
- 3+ years of pure technical experience such as programming, systems administration, hardware/software, networking and/or DBA experience.
Benefits
- Base pay of $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits.
- Health plans, including flexible spending accounts.
- 401(k) Plan with company match.
- Employee Stock Purchase Plan (ESPP).
- Matching donations.
- Flexible time away plan.
- Family leave programs.
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