Staff Technical Program Manager - Global Cloud Engineering & Operations

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.

Job Description

The ServiceNow Global Cloud Engineering and Cloud Operations Program Management team drives program delivery across our worldwide cloud environments, encompassing infrastructure, services, and operations. As a Staff Technical Program Manager, you will lead large, high-impact programs that span cloud capacity engineering and global operations, focusing on infrastructure scalability, reliability, and operational excellence.

Responsibilities include leading initiatives across cloud operations, infrastructure engineering, Hyperscaler deployments, reliability engineering, site reliability, problem management, process intelligence, and automation.

The ideal candidate is passionate about customer experience, operational excellence, and continuous improvement. We’re looking for someone who delivers high-quality, scalable, and sustainable solutions with rigor and creativity. You should have a proven track record of leading cross-functional teams, driving process automation, and translating OKRs into actionable program plans. Strong program management and consulting skills, a mindset geared toward innovation and ownership, and a collaborative spirit are essential. We value teamwork and fun—this role is for someone who thrives in a dynamic, team-oriented environment.

What you get to do in this role:

• Initiate programs by establishing the vision and measurable business goals, leading alignment on program scope, deployment planning, identification of key milestones, and securing cross-functional resources.
• Take ownership for protecting the project/program investments you are managing.
• Determine and manage the alignment of internal and external dependencies; technical, operational, both within and between teams.
• Understand stakeholder needs and manage expectations within a rapidly evolving company.
• Provide thought leadership and drive functional and technical maturity, scalability, and continuous improvement not only within program and project management, but across the organization.
• Host and/or lead meetings at the executive level and with all relevant stakeholders to reach decisions, and deliver crisp status updates to all stakeholders.
• Ensure operational readiness of the changes you will be delivering, and streamline processes to drive adoption of new capabilities at scale.
• Provide leadership by example. Develop and share best practices across the team.

Qualifications

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.
• Demonstrated experience leading programs that span cloud infrastructure design, deployment, and operations, with a strong emphasis on scalability, reliability, security, and operational excellence.
• Proven ability to drive process automation initiatives and align program execution with organizational OKRs across globally distributed teams.
• Leads (or significantly contributes to) large, cross-functional initiatives – and creates successful outcomes.
• Acts as a change ambassador by promoting and communicating new ideas to propel innovative and scalable solutions.