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Staff Technical Program Manager

Element AI

Element AI

IT, Sales & Business Development, Operations
Heredia Province, Heredia, Costa Rica
Posted on Monday, June 24, 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

Team & Role

Global Cloud Services PgM Team

The Global Cloud Services PgM Team serves the program delivery needs of the engineering and operations orgs within the larger Global Cloud Services organization. The program portfolio includes a broad set of initiatives from cross-functional service delivery, cloud infrastructure lifecycle and delivery, operationalization, process improvement, and portfolio management. Our technical program managers work closely with team and org leadership to surface data, extract technical decisions and drive execution of programs.

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 team advocates who are responsible for driving the successful execution and delivery of holistic programs and processes to enable efficient delivery of technical solutions. We “Win as a Team” when our Technical Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion, and creating efficiencies in the team processes.

What you get to do in this role:

  • Collaborate closely with our Cloud Capacity Engineering leadership and team members to develop and execute a robust program and/or portfolio that “Wows our Customers.”
  • Develop comprehensive capacity plans to meet the accelerated customer demands driven by AI in this new age of scale and complexity, keenly focused on partnerships across all delivery verticals to include Space/Power, Networking, HW Development, Rack Delivery, and Service Turn-Up.
  • Operate autonomously to identify and address organizational challenges, driving change within the team and partner organizations. This involves creating detailed plans & roadmaps, engaging with executive stakeholders, implementing solutions, and monitoring effectiveness.
  • Contribute to the enhancement of the program management function by sharing successful practices, frameworks, tools, and lessons learned.
  • Be a leader in transparent and effective communication of program/portfolio status to key stakeholders


Preferred Qualifications:

  • Drives change and scalability: Acts as a catalyst for change within the organization by coaching team members to embrace and implement scalable solutions tailored to the unique needs of data center and infrastructure engineering teams.

  • Overcomes obstacles and delivers solutions: Proven ability to identify and mitigate obstacles delivering effective solutions while ensuring project timelines and objectives are met.

  • Influences without direct authority: Utilizes technical expertise and knowledge of industry best practices to influence decision-making and drive alignment across cross-functional teams involved in data center and infrastructure projects.

  • Manages large-scale projects: Demonstrates experience in successfully managing complex projects and programs specific to data center and infrastructure engineering, coordinating efforts among cross-functional and tactical teams to achieve project goals.

  • Facilitates strategic and tactical discussions: Is comfortable leading discussions to address critical challenges, balancing both long-term strategic goals and immediate tactical needs.

  • Advocates for technical disciplines: Educates cross-functional peers on the intricacies of data center and infrastructure engineering, emphasizing the value and importance of these disciplines within the organization.

  • Promotes diversity and inclusion: Actively shares knowledge and expertise to foster a diverse and inclusive environment, elevating the overall skill level and effectiveness of colleagues and the community of practice.

  • Proficient in project management software: Utilizes specialized software to efficiently organize, track metrics, and report on the progress, ensuring transparency and accountability throughout the project lifecycle.

  • Preferred certifications: Possesses certifications such as Six Sigma, PMP, Agile, and/or SAFE, which are highly relevant to managing projects.

Basic Qualifications

  • 8+ years of project/program management experience in mid/large size companies, ideally in a team-based role working with cloud infrastructure operations teams (Capacity and Datacenter Operations, Hardware Development, Operational Excellence, etc.)

  • BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience



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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