Full-Time Senior Staff Technical Program Manager

This role is part of the Customer Service Technology and Services Program Management Office. This small, highly visible team owns internal global programs to increase the efficiency of our Support organization, ultimately creating hospitable experiences for our customers.

We are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the support process.

We are seeking a seasoned, collaborative, motivated and humble Technical Program Manager to join our team. You will be responsible for running high-impact programs for our Support Delivery teams.

This is an opportunity to make a difference to ServiceNow’s customers who interact with our Support Delivery organization. When our service team has the tools and training to do their best work, our customers succeed.

You will bring your programs to life, managing by influence, while cultivating collaboration and remaining laser focused on business outcomes.

You will partner with Support Delivery leaders, owning the roadmap and all program components to reach or exceed OKRs.

The successful candidate is a proactive, "hungry and humble" leader, always willing to learn and collaborate.

This role combines technical expertise, operational excellence and program management with exceptional presentation skills and high emotional intelligence.

You will think strategically, while driving the tactical execution of large cross-organizational programs, from initial conception through program development, delivery, and transition to the business.

What you get to do in this role:

• Own new, complex, high-priority internal programs that cross time zones, organizational levels, and internal departments.
• Design program roadmaps to achieve the intended business outcomes.
• Use metrics and analytics to establish key performance indicators and measures of success.
• Identify risks affecting program success, and clearly communicate mitigation plans.
• Improve operational excellence by contributing to continuous improvement initiatives for the PMO team.
• Communicate with candor and empathy, tailoring your messages to your audience.
• Summarize complex technical programs and OKR progress to senior executives.

To be successful in this role, you ideally have the following:

• 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 using software to track program progress and track metrics.
• Deep intellectual curiosity about the effect of AI and technology on Support organizations.
• Confidence presenting to executives and end users, with inherent awareness to craft your message to different audiences.
• Ability to manage by influence across internal departments and technical teams.
• Fundamental desire to collaborate, innovate and showcase the team’s work over your own.
• Blend of technology and AI experience with business acumen.
• A desire to continually increase professional skills, including certifications and/or training in PMP, Agile, Emotional Intelligence, and Executive Communication.

What is the last date for applying to the job?

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