Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

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

Job Description

Position Summary  

The Program Manager helps to define and manage how work gets done in Product and Solutions Marketing, at every stage from concept and definition through planning, execution, delivery, and adoption. The ideal candidate is a results-oriented leader with both strategic and operational experience in a high-growth organization and can ‘connect the dots’ across business functions and accelerate delivery of benefits in the most complex enterprise programs. You’re expected to bring a strategic approach to working collaboratively to influence and drive program results and program discipline to the company.

This position requires strong direct leadership and influence skills, and you must be able to reimagine how work gets done. Solutions Marketing work is global, enterprise wide, and cross-functional in nature. A deep understanding of program and project management, process design, implementation, change management, and release management is required for you to be successful in this role. You must be able to think strategically and plan effectively, be hands on, detail and results-oriented, and manage multiple tasks & programs against aggressive deadlines. 

What You Get To Do In This Role: 

Bring New Levels of Operating Discipline to our Work

1. Partner with our own leaders and leaders and PMO counterparts in stakeholder organizations to establish, measure, and monitor every stage of our go-to-market initiatives, with a particular focus on PSM deliverables across the lifecycle.

2. Align our priorities, plans, and budgets with ServiceNow’s strategic plan targets (costs, revenue, profit) to reconcile and remediate actual targets through gap-closing recommendations.

3. Manage PSM planning, review and remediation processes to ensure alignment with enterprise planning processes.

4. Actively analyze the status of both PSM efforts and overall GTM results to identify expected gaps or trends and proactively provide solutions that optimize performance.

Help Invent New Ways of Working

We believe that the future of marketing work lies in Agile, product team-based approaches that enable collaborative, iterative, and highly-efficient work across multiple GTM stakeholder organizations. The PSM Program Manager will play a key role in helping us complete, harden, and scale these innovative ways of working, specifically by:

1. Delivering a structured assessment of current state programs, gaps, and priorities.

2. Driving alignment on program design and objectives across multiple stakeholder organizations.

3. Building and coordinating plans for tools and skills development.

4. Planning, tracking, and coordinating execution of successive scale-across and scale-up iterations, with the eventual goal of all PSM work being managed through a Scaled Agile approach.

Critical Success Behaviors

· Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.

· Flexibility and Adaptability – Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.

· Influencing – Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.

· Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.

· Organizational Change Management – Knowledge of and ability to align the organization's people and culture with changes in business strategy, organizational structure, technology and business processes.

· Organizational Savvy and Politics – Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels

· Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.

Qualifications

To be successful in this role you have:

· BS/BA degree in Business, Engineering, IT, Marketing or related discipline.

· 8+ years of hands-on program management experience in a technology organization OR 4+ years of high-tech/SaaS industry experience (prior experience in marketing or with marketing programs is preferred)

· Advanced MS Excel spreadsheet skills, including the ability to create complex financial reporting and tracking for a program of 20+ projects.

· Advanced MS PowerPoint, including the ability to take complex data and simplify it for decision making

· Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications.

· Advanced problem-solving, conflict resolution, active listening, and time management skills.

· Demonstrated cross-functional, technical Program/Project management skills including planning, scheduling, monitoring and stakeholder reporting with multiple tasks in a dynamic environment.

· Experience with analytics and understanding of support metrics and KPIs.

· Facilitation skills in leading and planning meetings, reviews, and retrospectives.

· Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement.

· Ability to learn quickly and pick up tools, systems, and processes in a short amount of time.

· Experience working in a fast-paced, team environment.

· Lead by example to enable quicker decisions, energizing others by clarifying purpose / why, and stop projects without escalation and willingness to work hands-on to deliver impactful outcomes.

· Commitment to producing high-quality, cutting edge deliverables.

· PgMP and PMP & Agile certifications are highly desired.

· Prior experience with implementing or supporting ServiceNow products in an Enterprise setting is a plus.

· In-depth knowledge of program management in a technology project delivery environment is preferred.

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.

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.

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