Senior Staff Technical Program Manager - job 1 of 9

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

This position requires passing a ServiceNow background screening, USFedPASS (US Federal Personnel Authorization Screening Standards). This includes a credit check, criminal/misdemeanor check and taking a drug test. Any employment is contingent upon passing the screening. Due to Federal requirements, only US citizens, US naturalized citizens or US Permanent Residents, holding a green card, will be considered.  

Team & Role

Join the hottest name in enterprise software today! ServiceNow, the fastest-growing publicly held SaaS and Cloud Company, is transforming and reinventing the way large corporations are managing their processes by developing and delivering a comprehensive suite of cloud-based services for enterprise management. 

ServiceNow’s Cloud Engineering PMO delivers business-critical program outcomes across Cybersecurity, Mergers & Acquisitions (M&A), Cloud Infrastructure, Platform Engineering, Release Management, and Product “Big Rock” delivery.  Within this PMO is a specialized New and Regulated Markets team responsible for global 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. 

We are looking for a Senior Staff Technical Program Manager who will be responsible for supporting numerous projects and programs as our business grows.  The role requires program/project management of very large and complex isolated environment builds and market launches (15 teams and 300+ resources involved), product launches and customer onboarding and migrations. 

The ideal candidate is passionate about the customer experience, corporate scalability and operational excellence. We need someone who is uncompromising and able to lead teams in delivery of high quality, scalable and sustainable solutions quickly. 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 of new challenges, is innovative, and is a great team player.  We like to have fun while we work, this person should too. 

What you get to do in this role:

As a Senior Staff Technical Program Manager, you will be responsible for driving large, highly visible and complex programs against tight deadlines.  And as a key partner to our architecture, engineering and operations teams, you will develop and maintain strong partnerships in order to drive innovation, maturity growth and execute ServiceNow’s strategic priorities though the investments you are entrusted with. 

• Take ownership of projects and/or programs you are managing.  Be ServiceNow’s best-possible steward of the investments by delivering the business outcomes required. 
• Provide thought leadership and drive functional and technical maturity growth, scalability and continuous improvement, not only within program and project management but across the organization. 
• Determine your project’s critical path schedule and manage the alignment of internal and external dependencies: technical, procedural and subject matter experts. 
• Work on multiple projects and/or programs simultaneously, managing and budgeting time accordingly to achieve success with each. 
• Develop project plans; define and obtain agreement on scope, success criteria, key milestones, priorities, and deliverables. 
• Anticipate, identify and mitigate risks to protect schedules and objectives. Understand stakeholder needs and manage expectations. 
• 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 of the changes you will be delivering, and streamline processes to drive organizational scalability. 
• 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. 
• Working knowledge of hardware and storage platforms, networking technologies, datacenter systems, Server operating systems and code deployment tools.  Familiarity with networking technologies such as routing, switching, and load balancing is a plus. 
• Solid working knowledge of MS Project, ServiceNow’s SPM suite, Primavera and/or other project planning tools. 
• Superior written, verbal 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. 

To be successful in this role: 

The ideal candidate will have a broad and deep understanding of cloud infrastructure components, including hardware platforms, OS, applications, databases, networks, and datacenters—good knowledge of public cloud architecture, Azure, AWS, GCP, etc. Prior experience managing programs to support building and scaling applications/services on public/private cloud in an MSP setting is highly desirable.  You must have excellent oral and written communication skills and work well in an open, collaborative, dynamic team environment. 

Preferred Qualifications: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. 
• Experience delivering scalable cloud infrastructures utilizing containerization and orchestration tools. 
• Experience leading organizational advancement of Continuous Integration and Deployment (CI/CD) practices and capabilities. 
• Experience working with US Federal (DOD/DISA, FedRAMP, etc.) agencies and compliance requirements. 
• Proficiency managing cross-functional, high business impact projects/programs with competing priorities and resource constrained teams. 
• Excellent communication skills, both oral and written.  The candidate needs to be equally comfortable having conversations with C-level execs, as they are with developers, architects, internal business partners and customers. 

Basic Qualifications:  

• 10+ years of experience in a large-scale or enterprise-class IaaS, PaaS and/or SaaS company. 
• 10+ years experience in technical project/program management, with at least 4 years dedicated to managing large and complex engineering programs. 
• 3+ years of pure technical experience such as programming, systems administration, hardware/software, networking, or DBA experience. 
• Master’s Degree or equivalent experience. 
• PMP and/or Agile certification. 

For positions in this location, we offer a base pay of $168,900 - $295,600, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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