Support Release Readiness Manager

Job Description
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. Team And Role The Technical Program Manager /Release Readinss Manager is part of a global team reporting to the Director, Supportability and Release Readiness. The role is critical to support organizational growth and continue to deliver world class support to our customers.
This position reports to:
Director, Supportability and Release Readiness
The Supportability and Release Readiness Team is a team of critical thinkers who take a data driven approach to continuous improvement. This position is critical to the support organization as we prepare the support teams for upcoming features, new products, and depreciation of existing features in an effort to provide an exceptional customer experience.
We are a fun and energetic team of technical experts who work cross functionally with development, product and support teams to understand technical features and provide support with an appropriate level of training at the right time. We proactively reduce case volume through a proven risk analysis process and our technical expertise.
Team &
Role
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 Design advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences. Design Program Managers are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the design process.
Learn more about our team here
What you get to do in this role:
The role of the Technical Program Manager is to be responsible for managing and leading multiple mid and large-scale programs that support the Supportability and Readiness team’s vision, goal and objectives. The Technical Program Manager is responsible for leading teams to deliver release readiness program(s) and also actively contributing to the project charter and providing recommendations on approach/plan. They will manage program resources, schedules, issues, risks and project change requests to ensure successful and on-time project delivery. This will include readiness projects to enable the technical support team on new product releases. They will contribute to process improvement initiatives as it relates to improving project delivery based on proven experience and an excellent understanding of project management principals.
Essential Functions
- Run Release Enablement Program that aims to provide Technical support with enablement materials on new product releases.
- Manage a portfolio of mid and large-scale readiness and supportability initiatives that span multiple stakeholders.
- Develop and manage all aspects of assigned projects from planning, communications, resources, change, risks and issues.
- Full project life cycle ownership:
successful project delivery from initiation to closure ensuring programs are proceeding according to scope, schedule and budget.
- Ensure overall program is in alignment to and directly supports the achievement of strategic objectives.
- Identify and secure adequate resources to achieve project objectives in planned timeframes.
- Provide status reporting regarding project deliverables, dependencies, risks, and issues, communicating across leadership per communication strategy.
- Developing impact/value realization reports for the programs.
- Provide leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones.
- Set and continually manage project and program expectations while delegating and managing deliverable with team members and stakeholders.
- Develop and deliver progress reports, proposals, requirements documentation and presentations to various audiences, including project team, sponsors, executives and key stakeholders.
- Identify and develop trusted adviser relationship with project and program stakeholders and sponsors.
- Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence.
- Participate in establishing practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organization.
- Coach, motivate and supervise program team members to completing tasks selected efficiently and with quality.