Staff Technical Program Manager

hace 2 semanas

San Francisco, Heredia, Costa Rica ServiceNow A tiempo completo
Job Description

As a Staff Technical Program Manager at ServiceNow, you will play a critical role in delivering world-class products and applications. You will work closely with the Customer and Industry Workflow product teams to ensure new products and underlying technologies meet the highest quality standards.

Key Responsibilities:

  • Define and own go-to-market readiness plans for new and existing products
  • Build, coordinate, and facilitate programs and/or projects
  • Develop, track, and communicate overall plans, including scope, success criteria, schedule, key milestones, deliverables, risks, and dependencies
  • Develop metrics and data models to drive recommendations that accelerate decisions
  • Coordinate a regular cadence across the divisional and functional leaders with operational metrics needed for weekly/monthly/quarterly meetings with senior leadership
  • Closed Loop management of Customer Programs such as Design Partner, Control Go-to-Market, Product Advisory Council (where needed)
  • Manage and drive execution of go-to-market readiness plans

Ongoing Activities:

  • Identify and manage program level go-to-market issues resolution and risk mitigations
  • Lead initiatives for improvements in Customer and Industry Workflow product delivery, and go-to-market enablement, to meet our business objectives
  • Develop required documentation such as process design documents, workshop agendas, presentations
  • Communicate and collaborate among cross-functional teams in a multinational environment for recommendations and assisting teams with resolving critical path issues and challenges
  • Proactively identify and address issues with internal business units' teams
  • Analyze processes and outcomes to identify root causes and drive opportunities for improvement
  • Demonstrate visible leadership through internal presentations, improving transparency, and radiating information
  • Establish, collect, and enable the reporting of key product and business metrics to executives, organizational leaders, and teams

Requirements:

  • Minimum of 5 years technical program management experience building programs, project management, and release schedules on a global scale with at least 3 years of that dedicated to running large go-to-market and product delivery programs
  • Bachelor's degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related field
  • Professional certification, such as Project Management Professional (PMP) or equivalent
  • Extensive experience driving large-scale, complex global change initiatives and programs to a successful implementation
  • Experience designing and building metrics, KPIs, and dashboards
  • Solid experience in requirements gathering, including experience in creating process documentation
  • Experience collaborating with Sales, Marketing, Customer Success, Support, and/or other go-to-market teams
  • Proven ability to drive and deliver successful programs with 25+ team members across a fast-paced, matrix environment
  • Excellent facilitation skills in leading planning meetings, reviews, and retrospectives, including the ability to concisely and accurately communicate with team members and senior leadership
  • Proven track record of using agile techniques to manage large-scale and complex projects
  • Ability to efficiently context switch amongst multiple projects
  • Ability to travel to ServiceNow locations worldwide for key strategic meetings

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