Who you are

• The successful candidate will be a self-starter with proven expertise in program management, possessing the ability to think strategically while executing tactically
• This person will have the capacity to conceptualize, develop, drive, coordinate, and manage large programs effectively
• Additionally, they should excel at executive communication, building relationships, collaborating, and influencing others, with experience working closely with senior executives across different regions and functions
• 10+ years of hands-on program management experience in large, complex enterprise environments
• 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
• Demonstrated ability to orchestrate cross-functional initiatives, ensuring alignment with organizational priorities
• Outstanding written and verbal communication skills, with the capacity to convey complex ideas clearly to diverse audiences
• Excellent organizational skills, adept at managing multiple priorities and meeting tight deadlines
• Proven track record in creating and optimizing repeatable processes to drive efficiency and quality outcomes
• Strong collaboration and influence skills, fostering effective teamwork across varied disciplines
• Background in enterprise software or SaaS is highly desirable; technical proficiency to address complex opportunities is a plus
• Experience in customer-facing or management consulting roles is a plus
• Project Management Professional (PMP) certification or equivalent preferred

What the job involves

• We are seeking a Sr Staff Technical Program Manager to join our STEP Strategic Program Management Organization
• In this role, you will support our Chief Operating Officer of Strategic Business Operations to drive strategic priorities and operational excellence across ServiceNow
• Drive critical cross-functional programs that deliver impactful outcomes for ServiceNow, working across Product, Engineering, Experience, Sales, and Customer Success teams
• Align program goals with overall business strategy, defining clear metrics, milestones, and structures to ensure effective execution
• Break down complex tasks into actionable program plans with prioritized deliverables, clear dependencies, risk assessments, and success criteria
• Facilitate collaboration among multiple stakeholders—including Product, Engineering, Go-To-Market, and Customer Success—to establish plans, track progress, and ensure accountability
• Develop and implement processes, templates, and training as needed to ensure program delivery and process adoption
• Oversee change management efforts, guiding teams through organizational transitions and process improvements
• Guide and create content for and conduct executive-level meetings and cross-functional events to communicate goals, updates, and drive alignment
• Report on program status, risks, and outcomes to stakeholders through regular updates and transparent communication
• Leverage data to identify trends, inform initiatives, and provide guidance with actionable insights
• Utilize AI and innovative tools to enhance program effectiveness, streamline communication, and proactively manage risks

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time