CSS Service Owner

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! 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.
Job Description

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 https://www.linkedin.com/company/servicenow/life/userexperience/

We are seeking an experienced professional who likes to solve problems and connect the dots to join the Customer Service and Support (CSS) organization as a Service Owner. As part of the CSS Ops Portfolio Success team, you will determine and socialize how the current and upcoming initiatives impact the CSS teams. You will advocate for the CSS team to ensure the business's needs and goals are met while identifying potential risks to business projects . This person manages the flow of information and quality of services within CSS and non-CSS organizations, and understands change management practices to ensure successful execution of projects. The successful candidate has customer success knowledge as well as subject matter expertise to represent CSS in cross-functional programs and initiatives.
The Service Owner runs in a fast-paced, constantly evolving environment and has 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.

Strategic

• Define and drive strategic roadmaps to meet the organization's business needs.
• Stay abreast of the innovation, changes, and standards within ServiceNow and the industry to identify and incorporate strategic changes.
• Develop relationships with internal CSS and cross-functional leaders, where alignment on strategy and delivery is a must
• Present incoming portfolio summaries and data insights to stakeholders to help shape critical strategic business decisions and operational actions. This includes prioritization decisions, scoping, scheduling, and resource tradeoffs.
• Ensure that the deliverables are being met against the timeline and engaging of the right resources at the right time
• Tie back the projects and programs to business goals and KPI's, ensuring that our internal customers realize the value of the programs that we activate.

Operational

• Understand the functional impact of programs and initiatives on receiving teams, aligning release timing with the business's schedules and capacity for adoption.
• Possess deep subject matter expertise in the business and in operations to represent both.
• Determine and track how best to apply subject matter expertise, enablement, assets, and technology resources.
• 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.

Qualifications

• 10+ years of operations, program management, business owner, analytics, or relevant industry experience in high tech (preferably SaaS).
• 3+ years managing multiple strategic initiatives in a technology organization, leading strong cross-collaboration with peers, and delivering high-quality deliverables.
• Excellent relationship-building skills, including the ability to engage and influence many diverse stakeholders and team members and gain their ownership of outcomes.
• Strategic skills to define the bigger picture and connect the dots with proposed and existing programs.
• Understanding of Change Management practices
• Strong analytical and problem-solving abilities, with the capability to interpret data and tell a story in a consumable way.
• Comfortable with navigating the unknown and defining a path forward for things that have never been done before.
• Interpersonal and presentation skills to interact and present to executive leaders, and effectively drive organizational projects and initiatives.

JV20
For positions in California (outside of the Bay Area), we offer a base pay of $163,000 - $285,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.
Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you 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.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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