Staff Technical Program Manager

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Team: UTG PMO 

Join the hottest name in enterprise software today ServiceNow, the fastest-growing publicly held SaaS and Cloud Company, is transforming and reinventing the way large corporations are managing their processes by developing and delivering a comprehensive suite of cloud-based services for enterprise management.

ServiceNow's UTG PMO delivers business-critical program outcomes across Cybersecurity, Mergers & Acquisitions (M&A), Cloud Infrastructure, Platform Engineering, Release Management, and Product "Big Rock" delivery (highest priority product and engineering deliverables). This opportunity is within a specialized team responsible for program delivery across our global cloud environment, touching all cloud infrastructure elements from the data center to the application layer.

We are currently expanding our team in the APAC region and are looking for a Staff Technical Program Manager who will be responsible for supporting numerous projects and programs as our business grows. The role is divided into two critical aspects: program management of large and complex infrastructure programs within our data centre and network environments as we expand our global presence to meet the increasing customer demand, and working with the Regulated Market Team to aid and expand Isolated cloud environments across the APAC and Middle East region. Some of the typical programs that this role will handle include new data centre delivery, site expansions and migrations, security infrastructure delivery, and building new products and services in existing public and private clouds.

You are passionate about the customer experience and service availability as a team member. You believe in delivering uncompromised, high-quality, scalable, and sustainable solutions. You have experience managing large cross-functional project teams with exemplary people and program management skills.

The role requires a critical thinker with strong vendor management and problem-solving skills. Someone who can cut through the ambiguity and futile noise to refine the project scope and communicate effectively with many internal and external stakeholders. Along with solid project management experience, you will need a strong technical background in engineering or operations roles in a multi-region environment.

What you get to do in this role:

As a Staff Technical Program Manager, you will drive large, highly visible, complex programs for our Cloud Engineering organization against tight deadlines. As a key partner to our architecture and engineering teams, you will develop and maintain strong partnerships with stakeholders, technical leaders, and business owners to deliver on strategic and tactical organizational initiatives.

As a Staff Technical Program Manager, you will:

• Develop overall program plans, definitions, and agreements on scope, success criteria, key milestones, and deliverables.
• Determine critical program dependencies; technical, process, and people.
• Anticipate, identify, and mitigate risks throughout the program lifecycle.
• Coordinate the day-to-day activities required to deliver a great solution on time.
• Facilitate meetings and engage and communicate effectively with senior leadership levels.
• Ensure operational readiness for the technology or programs you are leading.
• Develop and lead business readiness plans, including training, support documentation, and artifacts.
• Manage external dependencies, suppliers, and logistics.
• Provide leadership by example. Develop and share best practices across the team.

To be successful in this role:

The ideal candidate will have a broad and deep understanding of cloud infrastructure components, including hardware platforms, OS, applications, databases, networks, and datacenters—good knowledge of public cloud architecture, Azure, AWS, GCP, etc. Prior experience managing infrastructure programs to support building and scaling applications/services on public/private cloud in an MSP setting is highly desirable.  You must have excellent oral and written communication skills and work well in an open, collaborative, dynamic team environment.

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.
• Masters degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related technical field.
• 6+ years' of project/program management with at least four years dedicated to running large engineering programs, ideally in an international setting.
• Project or Program Management certification, e.g., Agile PM, PMI, PRINCE2, MSP, etc
• 4+ years of relevant technical experience in programming, systems or network administration, hardware/software, or data center technologies.
• Experience with performance and availability monitoring, analysis, and configuration management platforms (e.g. Ansible, Puppet, cfengine, chef, Splunk, Logstash) is desirable.
• Familiarity with MySQL, Oracle, MariaDB, or similar technologies; proficiency preferred.
• Deep understanding of Linux servers and their components, including networking, storage, and software packaging.
• Familiarity with networking technologies such as routing, switching, and load balancing is a plus.
• Demonstrated ability to build out scalable compliance systems and processes for complex environments and regulations.
• Strong understanding of security and regulatory objectives, standards, and building scalable control implementations for multiple cloud environments. Understanding of commercial certification and attestation is a plus.
• Facilitation skills in leading planning meetings, reviews, and retrospectives.
• Excellent negotiation, communications, and presentation skills.
• Strong customer orientation.
• Exceptional organizational and planning skills, with an ability to manage cross-functional and globally distributed project teams.
• Experience with Agile tool and techniques.
• Prior experience at a SaaS, PaaS or IaaS Cloud company a plus.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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