Staff Technical Program Manager

Summary

Join ServiceNow's Global Cloud Services (GCS) organization as a Technical Program Manager and help shape the future of Cloud Network Services. This role involves leading complex, cross-functional programs focused on improving observability, availability, and operational delivery across cloud infrastructure. You will work directly with senior leadership, contribute to executive presentations, and play a key role in shaping strategic initiatives. Ideal candidates possess hands-on coding experience and a keen eye for integrating AI into workflows and decision-making. The position offers a base pay of $163,600 - $286,300, plus equity, variable/incentive compensation, and benefits including health plans, a 401(k) plan, ESPP, matching donations, flexible time away, and family leave programs. The role requires a high degree of autonomy and involves addressing organizational opportunities, effecting change, and implementing scalable solutions. The team is globally distributed and values collaboration and innovation.

Requirements

• Experience working on and managing large projects or programs with cross-functional teams
• Experience utilizing software to keep projects organized, track metrics, and report on progress
• 8+ years of project/program management experience in mid/large size companies, ideally with a focus on network engineering and operations
• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience

Responsibilities

• Have experience writing code (e.g., Python, Go, or similar) and can engage deeply with engineering teams
• Have hands-on experience with AI/ML tools or frameworks, or have led programs that integrate AI into business processes
• Are passionate about infrastructure, networking, and hyperscalers (AWS, GCP, OCI, etc)
• Thrive in ambiguity and enjoy solving complex, systems-level problems
• Are a crisp communicator who can translate technical detail into executive insight
• You will operate with a high-degree of autonomy, addressing long-standing organizational opportunities, effecting change within design and our cross-functional partner orgs. To address organizational opportunities, you’ll define an end-to-end plan, engage with executive stakeholders, drive root cause analysis, implement solutions and monitor effectiveness of solutions
• You’ll implement scalable processes or solutions that help us effectively plan and manage multiple programs to meet our objectives
• Contribute to the development of the program management function. Share back successful practices, frameworks, tools, and lessons learned that have worked in your Program
• Identify connections and reconcile possible collisions between different product offerings, features, and platforms
• Ensure transparency, alignment and clear communication of program status and overall resourcing across the portfolio to key stakeholders
• Lead challenging, innovative and productive conversations to solve critical challenges in both strategic and tactical circumstances
• Models change agent behavior by coaching others to solicit buy-in, promote and communicate new scalable solutions to improve execution processes across our organization and beyond
• Educates cross-functional peers about their discipline and advocates for its value
• Actively shares knowledge and expertise with others to ensure diversity and inclusion with the goal of elevating colleagues, teams, and community of practice
• Deliver solutions and strategies while mitigating or removing obstacles

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

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