Staff IT Program Manager



IT, Operations
Addison, TX, USA
Posted on Wednesday, June 5, 2024

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

Team & Role

ServiceNow’s Digital Technology (DT) organization leads the digital transformation of ServiceNow’s business functions. The Strategy Realization Office (SRO) organization supports this transformation by providing Program Management services.

We are looking for an individual to join us as a Program Manager on the SRO team, where you will play a key role in planning and implementing complex, cross functional DT programs that directly support ServiceNow’s corporate priorities in the Developer Experience and Now on Now portfolios. You will get to work with amazing global talent, leverage ServiceNow’s great Agile products and take pride in being part of delivering excellent outcomes.

What you get to do in this role:

  • Partner with Business, Product, and Engineering teams on large, complex cross functional programs, and drive them from original concept through final implementation.

  • Work closely with product leaders to transform their vision to roadmaps powered by ServiceNow toolset.

  • Program leadership role to establish Product in-take process, prioritization, OKR alignment, milestones, deliverables, and success criteria for your programs ultimately ensuring value realization.

  • Manage program risks, issues and dependencies and escalate impediments to meet program objectives.

  • Provide transparent and forthright communications on your programs to stakeholders, sponsors. Simplify complex issues into a crisp, actionable executive-level status.

  • Ensure adherence to processes, quality standards, and deliverables so that your programs are delivered with data driven predictability.

  • Organize and facilitate cross functional meetings and workshops to align teams on business requirements, solutions, and delivery plans. Publish notes, actions and follow through to completion.

  • Create and maintain process documentation where needed to promote best practices and leverage lessons learned.

  • Define governance models, operating models for the programs being managed. Socialize and operationalize these models for successful execution.

  • Act as a Scrum Master on one or more teams ensuring alignment with established Agile and Scaled Agile processes.

  • Deliver hands-on coaching of individual Scrum teams in all aspects of scrum - daily meetings, planning, self-organization, collaboration, iterative development, workshops etc.


To be successful in this role you have:

  • 8+ years of experience as a Program Manager and Scrum Master in an enterprise software company.

  • At least 5 years dedicated to managing enterprise level software application development programs.

  • Experience managing complex IT programs that delivered applications used by internal or external users.

  • Ability to dive into extremely complex, vague, and cross functional environments and map teams to plans.

  • Hands on experience using Agile tools. Knowledge of ServiceNow Agile products is a plus.

  • Strong facilitation, communication and influencing skills.

  • Strong decision driving skills based on data and business benefit.

  • Lean program management, continuous learning, adaptation, 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.

  • Preferred – experience on projects and programs involving CI/CD automation, DORA metrics, developer productivity and Generative AI capabilities.

  • Preferred – experience in organizing change adoption activities like trainings, and communications.

  • Preferred - Engineering or Product management background (in addition to strong program management experience)

  • Soft skills - Stakeholder management, Adaptability & Flexibility


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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