ServiceNow, Inc. Jobs

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Senior Manager, Strategic Portfolio Execution

You will manage a team and oversee a portfolio of initiatives, goals, and metrics within Customer Service and Support (CSS) Operations. We are seeking an experienced leader who likes to solve problems, connect the dots, build relationships and help our business meet and exceed goals. Your primary objective is to align the teams’ investments with strategic goals and report on content, status, and outcomes.

In this role, you will use your customer success experience, project/program management expertise, change management skills and leadership capabilities to determine and socialize how the current and upcoming initiatives impact the Customer Service and Support (CSS) teams. You will also advocate for the CSS team to ensure the business’s needs are met.

This is a fast-paced, constantly evolving environment and you must have a proven track record for managing complex initiatives and operations while building strong partnerships. This person sets and drives standards of excellence both to and from stakeholders.

What you get to do in this role:

Strategic

• Lead a team of experienced portfolio managers and Service Owners, who engage and execute on strategic programs for CSS.

• Driving a portfolio that brings visible value to the business, including doubling down on what's working and saying no to the noise

• Implementing large-scale change management initiatives and culture into the organization

• Proven track record of portfolio management across a wide range of disparate initiatives

• Experience successfully building and leading high performing project management and customer success functions.

• Stay abreast of the innovation, changes, and standards within ServiceNow and the industry to identify and contribute strategic thinking.

· Define and drive strategic roadmaps to meet the organization’s business needs.

• Innovate and evolve processes and tools

· Drive milestone sequencing decisions and visibility.

• Drive initiatives with a customer-centric approach

Operational

• Understand the impact of programs and initiatives on receiving teams, aligning release timing with the business’s schedules and capacity for adoption.

• Objectively evaluate and solve complex risks and issues at a global level.

• Vet and qualify the business’s demands for services.

• Collaborate with Operations teams to drive best practices and quality of services to the CSS teams.

· Establish operational rigor to keep the team on track and ready for various meetings, report-outs, and communications.

· Roll up, track, and communicate the project portfolio contents, including scope, goals, and priorities.

· Regularly review project progress, performance against targets, and any deviations, and send progress reports to stakeholders and executive management.

To be successful in this role you have:

• 12+ years of operations, program management, business owner, analytics, or relevant industry experience in high tech (preferably SaaS).

• 6+ years managing multiple strategic initiatives in a technology organization, leading strong cross-collaboration with peers, and delivering high-quality deliverables.

• Experience executing Change Management principle for large scale projects.

• Proven track record of implementing successful projects and measuring success.

• Strategic skills to define the bigger picture and connect the dots with proposed and existing programs.

• Excellent relationship-building skills, including the ability to engage and influence many diverse stakeholders and team members and gain their ownership of outcomes.

• Strong analytical and problem-solving abilities, with the capability to interpret data and tell a story in a consumable way.

• Comfortable with navigating the unknown and defining a path forward for things that have never been done before.

• Presentation and Interpersonal skills to interact with executive leaders and effectively drive organizational projects and initiatives.

JV20

For positions in California (outside of the Bay Area), we offer a base pay of $163,000 - $285,200, 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.

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 (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) 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 talent.acquisition@servicenow.com 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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