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 (https://bit.ly/2LYJzRE). 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.

Responsibilities

  • 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

Requirements

  • 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.


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Program Director, Operational Excellence

Servicenow