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Support Release Readiness Manager

Element AI

Element AI

Customer Service
San Diego, CA, USA
Posted on Monday, June 3, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates. Team And Role The Technical Program Manager /Release Readinss Manager is part of a global team reporting to the Director, Supportability and Release Readiness. The role is critical to support organizational growth and continue to deliver world class support to our customers.

This position reports to: Director, Supportability and Release Readiness

The Supportability and Release Readiness Team is a team of critical thinkers who take a data driven approach to continuous improvement. This position is critical to the support organization as we prepare the support teams for upcoming features, new products, and depreciation of existing features in an effort to provide an exceptional customer experience.

We are a fun and energetic team of technical experts who work cross functionally with development, product and support teams to understand technical features and provide support with an appropriate level of training at the right time. We proactively reduce case volume through a proven risk analysis process and our technical expertise.

Team & Role

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. We are Design advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Design Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the design process.

Learn more about our team here https://www.linkedin.com/company/servicenow/life/userexperience/

What you get to do in this role:

The role of the Technical Program Manager is to be responsible for managing and leading multiple mid and large-scale programs that support the Supportability and Readiness team’s vision, goal and objectives. The Technical Program Manager is responsible for leading teams to deliver release readiness program(s) and also actively contributing to the project charter and providing recommendations on approach/plan. They will manage program resources, schedules, issues, risks and project change requests to ensure successful and on-time project delivery. This will include readiness projects to enable the technical support team on new product releases. They will contribute to process improvement initiatives as it relates to improving project delivery based on proven experience and an excellent understanding of project management principals.

Essential Functions

• Run Release Enablement Program that aims to provide Technical support with enablement materials on new product releases.

• Manage a portfolio of mid and large-scale readiness and supportability initiatives that span multiple stakeholders.

• Develop and manage all aspects of assigned projects from planning, communications, resources, change, risks and issues.

• Full project life cycle ownership: successful project delivery from initiation to closure ensuring programs are proceeding according to scope, schedule and budget.

• Ensure overall program is in alignment to and directly supports the achievement of strategic objectives.

• Identify and secure adequate resources to achieve project objectives in planned timeframes.

• Provide status reporting regarding project deliverables, dependencies, risks, and issues, communicating across leadership per communication strategy.

• Developing impact/value realization reports for the programs.

• Provide leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.

• Set and continually manage project and program expectations while delegating and managing deliverable with team members and stakeholders.

• Develop and deliver progress reports, proposals, requirements documentation and presentations to various audiences, including project team, sponsors, executives and key stakeholders.

• Identify and develop trusted adviser relationship with project and program stakeholders and sponsors.

• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence.

• Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization.

• Coach, motivate and supervise program team members to completing tasks selected efficiently and with quality.

Qualifications

Required Qualification:

• 7+ years technical and non-technical portfolio/program management experience building programs on a global scale with 3+ years of that dedicated to running large engineering/support programs; basic knowledge of cloud.

• Exposure to Agile Methodology

• Ability to work on collaboration tools, project management tool selected.

Preferred Qualifications:

• Extensive experience driving large scale, complex global change initiatives and programs to a successful implementation.

• Experience designing and building metrics, KPIs, and dashboards.

• Solid experience in requirements gathering, including experience in creating process documentation.

• Experienced with problem diagnosis, solutions development, client communications, facilitation of decision making, documentation, managing client expectations and team leadership.

• Results-Oriented, focusing on outcomes and accomplishments and thinking in terms of progress towards the big goal.

• Ability to operate in a fast-paced, matrix environment.

• Excellent facilitation skills in leading planning meetings, reviews, and retrospectives, including the ability to concisely and accurately communicate to executive leadership

• Proven track record of using agile techniques to manage large scale and complex projects.

• Ability to efficiently context switch amongst multiple projects.

• Ability to learn new tools Basic

JV20

For positions in California (outside of the Bay Area), we offer a base pay of $142,700 - $249,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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