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Staff Technical Program Manager - Cloud Services

Element AI

Element AI

IT, Operations
Hyderabad, Telangana, India
Posted on Wednesday, June 5, 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


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.

  • 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.

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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