Director IT Program/Project Management

Summary

Join ServiceNow's DT PMO team and play a key role in delivering cutting-edge technologies and products. Collaborate with business and technology leaders on large, complex programs, driving them from concept to implementation. Take a strategic leadership role, establishing processes, aligning objectives, and defining success criteria. Manage risks, dependencies, and communications across stakeholders. Generate data-driven insights for senior leadership and ensure adherence to quality standards. Plan and facilitate collaborative events, improve business processes, and create insightful reports. Coach scrum teams, apply Agile methodologies, and work with product leaders to transform their vision into roadmaps.

Requirements

• 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
• 15+ years of experience as a Portfolio/Program Manager in an enterprise software company having managed highly complex, highly visible, company level initiatives
• Experience managing products, programs, or services in the digital customer experience space, digital learning space
• Ability to dive into extremely complex, vague, and cross functional environments and map teams to plans
• Ability to create framework for execution and ensure process governance (Agile, Kanban, SAFe, Scrum, Scrumban, Hybrid)
• Experience in working with leaders to define business objectives, OKRs, Goals/KPIs. Create frameworks to track the goals and execution. Involved in value mapping & value realization exercises in previous jobs
• Ability to drive strategic planning & execution with serious leaders across product management, engineering & operations teams
• Strong decision making, decision driving skills based on data and business benefit
• Lean program management, continuous learning, adaption, 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

Responsibilities

• Work side-by side with business, product, and technology leaders on high-visibility, mission-critical, large, and complex programs, and drive them from original concept through final implementation
• Take a strategic program leadership role to establish in-take process, prioritization, OKR alignment, milestones, deliverables, and success criteria for your programs ultimately ensuring value realization
• Help manage risks and dependencies and escalate impediments to meet program objectives
• Provide transparent and forthright communications with all areas affected by your programs including cross-functional stakeholders, business sponsors and vendors; simplify complex issues into a crisp, actionable executive-level status
• Generate new data needs and requirements to provide actionable insights to senior leadership
• Ensure adherence to processes, quality standards, and deliverables so that your programs are delivered with machine-like & data driven predictability
• Plan and facilitate collaboration from executive-level meetings and large cross-functional events to the day-to-day activities as required
• Provide a proactive, strategic perspective on improvements to the business, SDLC processes
• Create and maintain process documentation where needed to promote best practices and leverage lessons learned
• Analyze trends and data and create reports and dashboards to provide actionable insights to senior leadership
• Define governance models, operating models for the programs being managed. Socialize and operationalize these models for successful execution
• Host regular release working stream, operating & steer committee meetings & executive read-outs; deliver crisp status updates to all stakeholders and senior leadership in the most effective manner
• Deliver hands-on coaching of individual scrum teams in all aspects of scrum - daily meetings, planning, self-organization, collaboration, iterative development, workshops etc
• Apply Scaled Agile (SAFe) or Agile digital execution and communication across multiple cross functional teams including design, research, UI UX, Architecture, product management and engineering
• Help all executing & operating teams to deploy effective tooling to define and prioritize the backlog of work for assigned projects including the creation of epics and stories for new features, enhancements to existing features, functionalities, and improving digital experience quality based on customer satisfaction or feedback
• Work closely with product leaders to transform their vision to roadmaps powered by ServiceNow toolset

Preferred Qualifications

• Prior history working with the ServiceNow platform a major plus
• Preferred - Engineering or Product management background (in addition to strong program management experience)
• Strong business acumen
• Very strong influencer, communicator & leader
• A seasoned technical program management professional, ability to work as an individual

Benefits

• Health plans, including flexible spending accounts
• A 401(k) Plan with company match
• ESPP
• Matching donations
• A flexible time away plan
• Family leave programs