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Company Description

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.

Job Description

As a Technical Program Manager for Engineering Excellence, you will play a pivotal role in driving operational efficiency, enhancing communication, and ensuring the success of our global engineering organization. Acting as a key liaison among engineering teams and leadership, you will oversee critical programs, initiatives, and processes that enable our teams to thrive in a dynamic, fast-paced environment. This individual contributor role requires a proactive, action-oriented mindset to identify and resolve challenges while fostering a culture of continuous improvement and collaboration.

Key Responsibilities

Metrics & Reporting:

• Develop and maintain dashboards and reports to monitor engineering performance metrics, including development velocity, quality, defect rates, and process adherence. Communicate findings to senior leadership and stakeholders.
• Facilitate the adoption of data-driven processes by collaborating with engineering leaders to define actionable KPIs and improvement goals.
• Enhance and maintain dashboards and reports to monitor engineering performance metrics, including development velocity, quality, defect rates, and process adherence.
• Communicate findings and insights to senior leadership and stakeholders to drive informed decision-making.
• Lead initiatives to drive continuous improvement, leveraging performance metrics to identify trends, opportunities, and areas requiring attention.
• Provide training and guidance to engineering teams on interpreting and using performance data to optimize processes and outcomes.

Strategic Workforce Management:

• Collaborate with stakeholders to optimize headcount allocation in alignment with business priorities, ratios, and location strategies.
• Partner with leadership to create and execute on workforce strategies for engineering.
• Manage Contingent Workforce and Partner relationships
• Manage resource budget, including forecast and deep dives into variances

Best Practices & Standards:

• Support the creation and maintenance of engineering standards and best practices. Ensure alignment with industry benchmarks and help drive consistency across engineering teams.
• Collaborate with the broader DevX organization in thought partnership and execution of horizontal Engineering Excellence initiatives.

Communication and Events

• Lead the planning and execution of leadership meetings, all-hands events, including creating agendas, content curation and facilitating discussions.
• Curate and disseminate engineering updates and newsletters, providing timely and relevant updates to the organization.

About You

• Thrive in dynamic environments and enjoy wearing multiple hats.
• Excel at building relationships to drive action and results.
• Flexible and comfortable moving between strategic planning and tactical execution.
• Exhibit outstanding executive presence and communication skills.
• Possess a customer-centric mindset with a focus on service and operational excellence.
• Value transparency and an open flow of information.

Qualifications

Qualifications

• 10+ years of experience in operations, technical program management, or a related role within engineering or technology organizations.
• Bachelor’s degree in Business Administration, Management, Computer Science, or a related field.
• Proficiency in data analysis, reporting, and technical and non-technical metrics management.
• Experience managing budgets and financial tracking, with strong analytical and problem-solving skills.
• Exceptional organizational and multitasking abilities, with a detail-oriented approach.
• Proven ability to establish credibility and rapport with senior executives and cross-functional teams.
• Familiarity with SaaS environments and a strong understanding of engineering and technology workflows.
• Experience with productivity and operational improvement initiatives.

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!

Additional Information

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 globaltalentss@servicenow.com 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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