Principal IT Program Manager

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description

As a member of the DT Strategy Realization Office (SRO) team, you will be instrumental in delivering some of the most innovative and cutting-edge technologies, products to market. We are truly a team, supporting each other and celebrating our successes!

• Work side-by side with business, product, and technology leaders on high-visibility, mission-critical, large, and complex programs, and drive them from original concept through final implementation.
• Take a strategic program leadership role to establish in-take process, prioritization, OKR alignment, milestones, deliverables, and success criteria for your programs ultimately ensuring value realization.
• Help manage risks and dependencies and escalate impediments to meet program objectives.
• Provide transparent and forthright communications with all areas affected by your programs including cross-functional stakeholders, business sponsors and vendors; simplify complex issues into a crisp, actionable executive-level status.
• Generate new data needs and requirements to provide actionable insights to senior leadership.
• Ensure adherence to processes, quality standards, and deliverables so that your programs are delivered with machine-like & data driven predictability.
• Plan and facilitate collaboration from executive-level meetings and large cross-functional events to the day-to-day activities as required.
• Provide a proactive, strategic perspective on improvements to the business, SDLC processes.
• Create and maintain process documentation where needed to promote best practices and leverage lessons learned.
• Analyze trends and data and create reports and dashboards to provide actionable insights to senior leadership.
• Define governance models, operating models for the programs being managed. Socialize and operationalize these models for successful execution.
• Host regular release working stream, operating & steer committee meetings & executive read-outs; deliver crisp status updates to all stakeholders and senior leadership in the most effective manner.
• Deliver hands-on coaching of individual scrum teams in all aspects of scrum - daily meetings, planning, self-organization, collaboration, iterative development, workshops etc.
• Apply Scaled Agile (SAFe) or Agile digital execution and communication across multiple cross functional teams including design, research, UI UX, Architecture, product management and engineering.
• Help all executing & operating teams to deploy effective tooling to define and prioritize the backlog of work for assigned projects including the creation of epics and stories for new features, enhancements to existing features, functionalities, and improving digital experience quality based on customer satisfaction or feedback.
• Work closely with product leaders to transform their vision to roadmaps powered by ServiceNow toolset.

Qualifications

• 15-20+ years of experience as a Portfolio/Program Manager in an enterprise software company having managed highly complex, highly visible, company level initiatives.
• Experience managing products, programs, or services in the digital customer experience space, digital learning space.
• Ability to dive into extremely complex, vague, and cross functional environments and map teams to plans.
• Ability to create framework for execution and ensure process governance (Agile, Kanban, SAFe, Scrum, Scrumban, Hybrid)
• Experience in working with leaders to define business objectives, OKRs, Goals/KPIs. Create frameworks to track the goals and execution. Involved in value mapping & value realization exercises in previous jobs.
• Ability to drive strategic planning & execution with serious leaders across product management, engineering & operations teams.
• Strong decision making, decision driving skills based on data and business benefit.
• Lean program management, continuous learning, adaption, and improvement.
• Must enjoy working in a highly collaborative, matrixed environment.
• High energy, self-starter with aptitude for learning new technologies and ability to promote transformational change.
• Comfortable presenting operating & governance models, program plans, status etc to large audiences and senior executives in person, virtual, and via webinars.
• Thrive in ambiguity with proven track record of out of the box problem solving skills.
• Lead from the front with a willingness to take on tasks that sometimes would fall outside of their scope to get the job done.
• Prior history working with the ServiceNow platform a major plus.
• Preferred - Engineering or Product management background (in addition to strong program management experience).
• Strong business acumen. Very strong influencer, communicator & leader.
• A seasoned technical program management professional, ability to work as an individual contributor, work with senior leadership members as stakeholders.
• Soft skills - Stakeholder management, Adaptability & Flexibility.

For positions in California (outside of the Bay Area), we offer a base pay of $163,000 - $285,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.For positions in California (outside of the Bay Area), we offer a base pay of $163,000 - $285,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.
Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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