Principal Technical Program Manager

Location Type: Remote Employment Type: Full-time

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.

Position Overview

The Unified Technology Program Management Office (PMO) delivers cross-functional programs across the company's most critical and complex functions – Product and Platform Release Management, Release Big Rocks, Platform Engineering, Global Cloud Infrastructure, Regulated Markets, Cloud Security, M&A, and other critical strategic programs.

As a Principal Technical Program Manager, you will drive the design, implementation, and continuous improvement of our software release processes. Relying on your Process Improvement skills and expertise, you will provide a proactive, strategic perspective as well as a tactical view of daily progress and issues on process improvement efforts. The ideal candidate will bring a blend of software engineering rigor, process discipline, operational excellence, and cross-functional collaboration. Each day you will exercise critical skills such as conflict resolution, cross-team collaboration, and communicating at all levels within the organization. You'll work in a fast-paced environment to bring your programs to life and see them through to successful completion, cultivating collaboration and driving business outcomes.

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 processes.

Qualifications

• Proven process engineering experience involving many cross-functional teams.
• Solid organizational skills with high regard for quality.
• 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.