Senior Manager, Strategic Portfolio Execution

Job Description
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.