Sr. Manager IT (Project Management & Digital Transformation)

| Chicago
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Job Title: Sr. Manager IT (Project Management & Digital Transformation)

Today’s business environment demands for digital transformation.  Do you have an analytical mind, a passion for technology, and thrive on driving transformational customer experience?  Are you a proven leader that wants to ensure that every member of their team achieves success in a fast-paced working environment?  Do you care just as much about getting the job done as planning for tomorrow at the same time?  If delivering innovative digital transformation experiences to help others be more successful in a rapidly changing landscape is what drives you, then ServiceNow is the place for you.

Who we are and what we’re looking for?

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

 

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 IT Customer Experiences team evolves customer and partner solutions, enabling them to learn and solve issues across the ServiceNow ecosystem.  Our purpose is to build world-class post-sales digital experiences for our customers and customer support teams.

 

We’re looking for a Senior Manager IT to help accelerate digital transformation and time to value for customer experiences. This role will lead a team of IT professionals to help execute a number of cross-functional initiatives spanning IT, Product Development, ServiceNow BU’s, and Global Technical Support.

This Manager will work directly with their peers and colleagues across the  IT organizations incl. research, design, and product to help speed the digital transformation journeys for our customers so they can benefit from faster productivity improvements, greater customer loyalty, and new innovations.  This role is responsible for managing and executing the IT Customer Interactions digital transformation strategy and project roadmap.

At ServiceNow, we believe in unlocking the full potential of our own products, and we use them across our business as part of our NowOnNow strategy.  This role will help lead the way forward by being “customer zero” for delivering transformative customer experiences.  We are a strategic partner with product R&D teams to minimize customer issues and help shape product direction for future ServiceNow platform releases.  This exciting team works to reimagine the future of business and help solve once-in-a-generation challenges.  

What you get to do in this role:

  • Lead a team of innovative and like-minded individuals that have a passion for digital transformation and improving the way people work
  • Help guide a well-trained and diverse team of individuals based on today’s best business practices of mentorship and inclusion with an emphasis on professional and personal development
  • Contribute to the development of our NowOnNow digital transformation strategy to build world-class customer experience solutions
  • Execute the key activities required to deliver ‘Customer 0 and 1’ digital transformation experiences
  • Build effective working relationships with highly motivated and innovative members of teams across ServiceNow
  • Collaborate daily to share ideas, solicit input, and engage as a high-performing team that enables all team member to be successful
  • Develop cost-benefit analysis models to prioritize resourcing and digital transformation investments
  • Communicate strategic recommendations in oral and written format to executive leadership and throughout ServiceNow
  • Conduct data-based analysis to enable all decision making on strategic and operational problems
  • Conduct all Project Management activities, including resource estimates, planning, designing, and implementation of business and IT efforts
  • Develop insights to drive effective, high-quality decisions making and decisive actions
  • Engage daily with Product, Engineering, Design and IT teams to solve digital transformation challenges across industries and verticals
  • Own and execute projects against clear project plans with well-defined milestones and business impact objectives

 

To be successful in this role, the ideal candidate has:

  • 10+ years of experience as a digital transformation change agent and customer experience expert
  • Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world class customer experiences
  • Proven track record leading a highly motivated and skilled team of professionals with verifiable business outcomes
  • Must enjoy working in a highly collaborative environment across multiple geographies
  • Experience designing optimized customer experiences in either CSM, CRM, or HCM
  • Dedicated to executing based on the Agile and Scrum software methodologies
  • High energy, self-starter with an aptitude for learning new technologies and ability to promote transformational change
  • Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars
  • Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope in order to get the job done
  • The ability to generate ideas for how our digital experiences can make our customers more successful
  • Must be technically savvy and able to design and build applications that meet business goals and objectives
  • Must be a self-starter and keen to explore new solutions with limited guidance or supervision
  • Must be someone who is intellectually curious and excited about working with customers and gets gratification from building useful IT applications and solutions
  • Strong release management and QA management experience
  • Excels in mitigating program delivery risks and strive to share accurate and timely program status to everyone
  • Stimulates and relish change, adapt quickly, and see change as an opportunity while embracing diversity and new ideas
  • Active listening skills to ensure feedback drives new initiatives and identifies areas of improvement.
  • Ability to learn quickly and pick up tools, systems, and processes in a short amount of time.
  • Prior history working with the ServiceNow platform a major plus

Work Environment

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 individuals in the business. 

We are looking for someone that can take us to that next level – someone with ideas, experience, and a proven track record of success. If you find this to be an exciting challenge, we look forward to hearing from you.

 

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and 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 [email protected] for assistance.

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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

An Insider's view of ServiceNow

What’s the vibe like in the office?

When I walk into a room, I don't feel different than any of my colleagues there. I’m free to express my opinions. Whatever I bring to the table, I'm free put it out there.

Ashita

Senior Application Developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project Manager

How has your career grown since starting at the company?

When a VP told me that an opportunity had opened up on the customer support engineering team, I decided to leave the beaches of San Diego, California behind. I had expressed to my manager that I want to be a CIO or an executive and this opportunity brought me leadership training as well as international business experience.

Marie

Senior Director, Technical Support Management

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief Product Officer

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work. Everybody wants to be here. Everybody wants to work on these problems.

Juan

Software Developer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Paid industry certifications
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