Flores, Costa Rica

Full-Time

Team & Role

The Global Cloud Services PgM Team serves the program delivery needs of the engineering and operations orgs within the larger Global Cloud Services organization. The program portfolio includes a broad set of initiatives from cross-functional service delivery, cloud infrastructure lifecycle and delivery, operationalization, process improvement, and portfolio management. Our technical program managers work closely with team and org leadership to surface data, extract technical decisions and drive execution of programs.

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are team advocates who are responsible for driving the successful execution and delivery of holistic programs and processes to enable efficient delivery of technical solutions. We “Win as a Team” when our Technical Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion, and creating efficiencies in the team processes.

What you get to do in this role:

Collaborate closely with our Global Cloud Operations leadership and team members to develop and execute a robust program and/or portfolio that “Wows our Customers.”
Develop comprehensive plans to meet the accelerated customer demands driven by AI in this new age of scale and complexity, keenly focused on partnerships across all delivery verticals to include Cloud Operations, Site Reliability, Availability and Service Turn-Up.
Operate autonomously to identify and address organizational challenges, driving change within the team and partner organizations. This involves creating detailed plans & roadmaps, engaging with executive stakeholders, implementing solutions, and monitoring effectiveness.
Contribute to the enhancement of the program management function by sharing successful practices, frameworks, tools, and lessons learned.
Be a leader in transparent and effective communication of program/portfolio status to key stakeholders

Basic Qualifications

6+ years of project/program management experience in mid/large size companies, ideally in a team-based role working with cloud infrastructure operations teams (Capacity and Datacenter Operations, Hardware Development, Operational Excellence, etc.)
BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience

Preferred Qualifications

Drives change and scalability: Acts as a catalyst for change within the organization by coaching team members to embrace and implement scalable solutions tailored to the unique needs of data center and infrastructure engineering teams.
Overcomes obstacles and delivers solutions: Proven ability to identify and mitigate obstacles delivering effective solutions while ensuring project timelines and objectives are met.
Influences without direct authority: Utilizes technical expertise and knowledge of industry best practices to influence decision-making and drive alignment across cross-functional teams involved in data center and infrastructure projects.
Manages large-scale projects: Demonstrates experience in successfully managing complex projects and programs specific to data center and infrastructure engineering, coordinating efforts among cross-functional and tactical teams to achieve project goals.
Facilitates strategic and tactical discussions: Is comfortable leading discussions to address critical challenges, balancing both long-term strategic goals and immediate tactical needs.
Advocates for technical disciplines: Educates cross-functional peers on the intricacies of data center and infrastructure engineering, emphasizing the value and importance of these disciplines within the organization.
Promotes diversity and inclusion: Actively shares knowledge and expertise to foster a diverse and inclusive environment, elevating the overall skill level and effectiveness of colleagues and the community of practice.
Proficient in project management software: Utilizes specialized software to efficiently organize, track metrics, and report on the progress, ensuring transparency and accountability throughout the project lifecycle.
Preferred certifications: Possesses certifications such as Six Sigma, PMP, Agile, and/or SAFE, which are highly relevant to managing projects.

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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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Staff Technical Program Manager