Principal Technical Program Manager

Summary

Join ServiceNow's Unified Technology Program Management Office (PMO) as a Principal Technical Program Manager to drive the design, implementation, and continuous improvement of software release processes. You will leverage your process improvement skills to provide strategic and tactical perspectives on daily progress and issues. This role requires a blend of software engineering rigor, process discipline, operational excellence, and cross-functional collaboration. You will work in a fast-paced environment, collaborating with various teams and stakeholders to achieve program objectives. The position involves managing complex programs, translating business objectives into execution strategies, and ensuring data-informed decision-making. Continuous improvement and development of software-based solutions are key aspects of this role.

Requirements

15+ years of process engineering experience in software development organizations

Responsibilities

• Drive large scale, high visibility release process improvement programs
• Exercise wide latitude in determining objectives and approaches to critical assignments
• Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria for your programs
• Translate business objectives into execution strategy (tactical and strategic), lead and successfully execute the strategy through strong collaboration and agile leadership
• Develop trusted relationships with key technology, functional leaders and stakeholders to drive focus on the strategic program objectives and optimize program delivery. This includes supporting and holding resources accountable for their responsibilities within the program
• Ensure data is collected to appropriately inform decision making for mitigating risks and resolving issues
• Utilize internal tools and agile mindset to create a collaborative environment that fosters autonomy, transparency, mastery, innovation and continuous improvement
• Drive a continuous focus on developing software-based solutions or using automation to replace repeatable, operational tasks
• Anticipate and remove obstacles that slow down or prevent programs from delivering on program objectives
• Drive for clarity to keep teams moving forward
• Provide “go to” leadership, transparency and visibility to the entire Technology & Products organization
• Seek to continuously grow by proactively seeking and embracing constructive feedback
• Provide feedback to colleagues to encourage an open and collaborative culture
• Understand and streamline end to end process

Preferred Qualifications

• 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
• Proven process engineering experience involving many cross-functional teams
• Solid organizational skills with high regard for quality
• Strong collaboration and relationship-building skills – able to work well with many different types of personalities in various functions. Masterful in the art of bringing people together
• Excellent communication skills - Ability to communicate, document, and present complex technical issues in a concise and efficient manner for a variety of audiences
• Experienced and confident in creating slides and presenting to executives
• Must possess effective listening skills and comfortable asking powerful questions
• Passion for working with people in technical environments
• Strong leadership skills to influence and motivate without authority. True servant leader
• Strong facilitation skills to lead/drive a variety of program events
• Excellent negotiation and conflict management skills

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