Program Director, Operational Excellence

Servicenow Santa Clara , CA 95051

Posted 10 months ago

Program Director, Operational Excellence

Santa Clara or San Francisco, CA

This position reports to: Head of Operational Excellence

ServiceNow makes work, work better for people. Our cloud-based platform and products streamline and simplify how work gets done. We are the fastest growing enterprise cloud software company in the world and have been recognized by Forbes as the #1 most innovative company ( For us, this is just the start.

Today, every enterprise is becoming a technology company, creating unprecedented challenges, opportunities, and complexity. ServiceNow lets them run smarter, faster, better. And it helps people spend their time on work that's meaningful, not menial.

We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The Role

To continue to our rapid growth, we are creating a new team within Corporate Strategy that will lead the development of core central operational capabilities. These critical capabilities will enable us to grow and scale the business in a healthy and sustainable manner and will accelerate the Time to Value on ServiceNow's highest priority, most complex organizational initiatives.

The Program Director reports to the Head of Operational Excellence and will lead strategic projects, from concept/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.

As the Program Director, you will play a critical role in analyzing, formulating and evaluating opportunities for improvement, initiate and drive strategic projects. You're expected to bring a strategic approach to working collaboratively in order to influence and drive process management acumen and discipline to the company.

This position requires strong leadership and influence skills and you must be able to reimagine how work gets done. Our strategic projects are global, enterprise wide, and cross-functional in nature. A deep understanding of 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.


  • Lead strategic projects, from concept/definition through planning, execution, delivery, and adoption

  • Ensure strategic projects are aligned with business requirements and are coordinated with key stakeholders

  • Develop and measure strategic project success via KPIs

  • Drive continuous improvement in all relevant business processes

  • Drive the development and implementation of tools, systems and metrics to ensure process initiatives are successful

  • Support the definition of the core assets, approach, tools/common language and team structure for this organization

  • Work closely with leaders across all functions within the enterprise to drive required business changes to improve operational excellence

  • Identify, prioritize and manage proposed and in-flight initiatives; including scope, value, and impact

  • Develop and validate business value drivers and business cases for major programs, prioritize transformation program investments, and track delivery to business value outcomes as programs are executed

  • Optimize commitments of resources across programs, ensuring that they are appropriately engaged and resolving conflicts, issues and gaps

  • Enable and track adoption of changes being rolled out through the organization, including impact assessments, training and communications

  • Provide analysis and recommendations to the executive team on how ServiceNow can enhance our overall operational efficiency and effectiveness

  • Drive rapid, informed decision making across business functions to keep programs on-track in achieving benefits and schedule


  • 10+ years of experience in Program Management and leading the teams managing large global complex multi-national change initiatives

  • Extensive knowledge of process management tools, metrics, and performance measurement techniques

  • Proven experience and ability in influencing business leaders toward change, business process alignment and improvement

  • Experience with transformational change, information systems, and understanding of industry business concepts and best practices. Requires detailed functional expertise and broad company knowledge to understand linkages between processes and operations

  • Outstanding creative problem solving and analysis skills ability to define and structure problems, collect and analyze data, and synthesis of defendable recommendations into an action plan

  • Ability to work effectively with cross-functional teams to analyze & develop solutions for identified problems and to implement action plans

  • Energetic self-starter with a proven track record for getting things done in a high-growth, ambiguous environment

  • Strong understanding of the 'heart of the business' and experience working directly or indirectly with various business functions and multiple aspects of the business value chain, from business and product development to downstream support operations

  • Familiarity with the enterprise software/ SaaS industry a plus, including ability to speak to market and competitive trends and confidently articulate ServiceNow's solution set

This role is full time and located in either our Santa Clara or San Francisco offices.

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Program Manager III County Counsel Whistleblower Program

County Of Santa Clara

Posted 3 days ago

VIEW JOBS 2/15/2020 12:00:00 AM 2020-05-15T00:00 Description Under general direction, to plan, organize, direct and control the activities and/or staff of a very large County program. The County of Santa Clara Office of the County Counsel is the general counsel for the County of Santa Clara, including the Board of Supervisors and all County departments and agencies, as well as certain other public entities. The Office provides all day-to-day legal services expected from any in-house attorney, including advice and counsel regarding how to navigate emerging areas of law, civil litigation for the County, and negotiation and drafting of contracts and other legal documents. The Office's attorneys work in a wide array of practice areas, including civil litigation, labor and employment, health and hospital, law and justice, child welfare, probate/conservatorship, workers' compensation, finance, government operations, land use and environment, real property and public works, civil and code enforcement, and social justice and impact litigation. As public law attorneys, our work covers a wide array of policy matters that significantly affect the health, safety, and well-being of the County's 1.9 million residents. The Office of the County Counsel is recruiting to fill a Program Manager III – Whistleblower Program Manager position to provide critical program coordination and oversight for the County of Santa Clara's Whistleblower Program. The County's Whistleblower Program was established by the Board of Supervisors in 2010 to receive and investigate complaints of improper governmental activity in violation of laws, regulations, and rules governing the conduct of County officers and employees. The Whistleblower Program operates under the direction of the Office of the County Counsel. The Program Manager III will provide management and coordination of all aspects of the County's Whistleblower Program. Under direction, some of the principal responsibilities include: * Oversee and coordinate administration of whistleblower complaints from intake through assessment, categorization, assignment, investigation, review, and resolution; * Manage the use of outside vendors and investigators, ensuring appropriate referral of investigations and timely follow-up; * Provide assistance and follow-up regarding investigations; * Engage in confidential communications with complainants, County department staff, and investigators; * Create high-quality, timely reports communicating the results and operation of the Whistleblower Program, including analysis of complaints, assessment of patterns and trends, and risk analysis; * Develop/maintain policies, procedures and protocols for the Whistleblower program's operation and interaction with County employees, clients, and the general public; and * Develop best practices and approaches with respect to categorizing, triaging, and investigating complaints. Successful candidates must have strong interpersonal skills, maintain the highest level of confidentiality, have excellent judgment, and demonstrate excellent written and oral communication abilities evidenced by strong grammar and punctuation, and effective writing and proofreading skills. Successful candidates must also have excellent project management, analytical ability, and organizational skills. The capability to work collaboratively with your colleagues and to interact professionally with other departments and stakeholders as shown through interpersonal and customer service skills are necessary characteristics. An eagerness to take on interesting challenges with a commitment to public service in a fast-paced, professional environment are all essential qualities for this job. All County Counsel personnel must maintain strict adherence to the confidentiality of the County privilege and attorney work product. In addition to the employment standards, a qualified candidate must possess experience in managing or administering a complex program, such as a whistleblower or related function, auditing or investigatory function, or complaint resolution program. You must attach a resume and writing sample to your job application. Typical Tasks * Plans, organizes and directs a County program that provides direct service to the public or other agencies; * Handles complex coordination between County, local and State resources; * Prepares staff reports and comprehensive detailed plans with Countywide impact; * Works closely with cross departmental staff at all levels of the organization; * Determines program objectives in light of established goals; * Develops strategies to achieve objectives; * Establishes program priorities; * Formulates and implements policies, plans and procedures for carrying out functions of the program; * Defines personnel resource needs and allocates them as required to reach program objectives; * Selects and hires staff and ensures the orientation, training and development of program staff; * Directs and evaluates the work of subordinate staff; * Establishes an appropriate organizational structure and delineates working level and relationships of personnel to carry out the program's activities; * Determines budgetary requirements to maintain the program; * Makes recommendations on the annual budget and may present the program's budget to the Board of Supervisors; * Is responsible for determining program funding needs and obtaining available outside funding when necessary through grants and/or contracts; * Is responsible for the implementation, control, monitoring and evaluation of provided services to ensure compliance with terms of received grants and contracts; * Maintains liaison relationships and represents the program in contacts with public and private agencies and concerned community groups and organizations; * Prepares reports and correspondence; * Keeps abreast of new trends and developments related to the program's activities; * Provides assistance and advice to advisory and planning boards, commissions, task forces and other special groups as required; * May prepare and make presentations to staff, boards, commissions, and external groups; * May provide ongoing statistical reports; * May be assigned as a Disaster Service Worker, as required; * And performs related duties as required. Employment Standards Sufficient education, training and experience to demonstrate the possession and direct application of the following knowledge and abilities. Training and Experience Note: The required knowledge and abilities are typically attained through training and experience equivalent to possession of a Bachelor's degree. Relevant experience can substitute for education on a year-for-year basis. Relevant experience includes experience performing analytical, administrative, lead, supervisory, or management duties, which include interpreting rules and regulations, gathering data and formulating recommendations, and report writing. AND Seven (7) years of analytical, administrative, lead, supervisory or management experience which includes duties interpreting rules and regulations, gathering data and formulating recommendations, and report writing; four (4) years of which must be at the journey level. A Master's degree can substitute for one (1) year of the required experience. Special Requirements Specialized program knowledge may be required in addition to the generalized administrative/supervisory experience when it can be demonstrated that: * it is an absolute necessity for the successful operation of the program; * that the Program Manager will be held accountable for this specialized knowledge; and * that subordinate program staff will not be able to provide the subject matter expertise that is required. Note: The knowledge, skills and abilities listed below indicate the common aspects of the three levels of the Program Manager Series. However, for recruitment purposes, a potential candidate will be rated on ability to perform at a specific level as outlined in the allocation factors. In appraising experience, more weight will be given to the breadth rather than depth of pertinent experience and the evidence of the candidate's ability to assume and fulfill the responsibilities of the position at a designated level. Some positions may require Live Scan screening as part of the background check process. Knowledge of: * Program development and evaluation; * Techniques of organizing and motivating groups; * Personnel management techniques; * Methods of administrative problem solving; * Principles of organization and administrative, fiscal and program management; principles of employee supervision, training and development; * Community and agency consultation methods and procedures; * Computer applications, including but not limited to: word processing, spreadsheets, data base management software, presentation and electronic mail software. Ability to: * Plan, organize, control and evaluate a public service program; * Manage initiatives, collect and analyze data for the purpose of evaluating services and or programs; * Plan and assign workloads clearly and effectively; * Train, develop and motivate staff; * Deal effectively with a variety of government and community officials; * Speak effectively in public; * Integrate the activities of a program to attain program goals; * Prepare and review reports; * Develop and recommend effective courses of action; * Develop and effectively utilize all available resources; * Establish and maintain program's objectives, priorities and policies; * Consult with and advise top administrator on the activities and status of the program; * Develop short and long range budget plans that accurately reflect program needs. May require the ability to apply the tools of a specialty subject area. County Of Santa Clara Santa Clara CA

Program Director, Operational Excellence