Portfolio Mgmt Dir - ServiceNow Portfolio Management

PNC•Strongsville, OH

9d•$146,300 - $326,040•Onsite

About The Position

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Portfolio Mgmt Director within PNC's Technology organization, you will be based in Pittsburgh PA, Strongsville OH, Phoenix AZ, Farmers Branch TX or Lakewood CO. PNC runs one of the larger ServiceNow estates in financial services and has just completed its first phase of moving from an overly customized legacy instance to a new Out-of-the-Box Instance focusing on automation, scalability and resiliency. This role is accountable for what the ServiceNow platform works on next. It leads the ServiceNow Product Owner organization, owns the front door for all new demand, and holds prioritization across product lines so that trade-offs between competing business areas are settled in one place rather than escalated. It is a leadership role with real platform fluency: you will not be configuring the instance, but you will be expected to know the platform well enough to challenge an estimate, size a demand honestly, and tell a stakeholder what their request actually costs.

Requirements

Extensive years in product management, portfolio management or platform product leadership in a large enterprise, including experience leading a team of Product Owners or Product Managers.
Working fluency in ServiceNow Strategic Portfolio Management: Demand, Idea, Project and Program, Agile Development, and Application Portfolio Management. You should be able to design the intake and scoring model yourself and direct its build, without needing to configure it.
Practical knowledge of the ServiceNow product suite and how the pieces relate - ITSM, ITOM, ITAM, SPM, HRSD and Employee Experience – sufficient enough to judge feasibility and sequencing.
Demonstrated experience standing up or running a demand intake process at enterprise scale, including a published service level and a governance body that says no in the open.
Experience in scaled agile delivery: SAFe or scaled Scrum with direct ownership of a PI-style planning event across multiple squads.
Executive communication that holds up in a room: board-grade written artifacts, and the ability to settle a disagreement between two senior stakeholders without deferring it upward.
Track record of managing, developing and where necessary redeploying people through an organizational transition.
Roles at this level typically require a university / college degree. Higher level education such as a Masters degree, PhD, or certifications is desirable. Industry-relevant experience is typically 8+ years. At least 5 years of prior management experience is typically required. Proven leadership experience with a moderate to large scope of responsibility is required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Nice To Haves

Financial services or another heavily regulated industry, bank-grade change management, segregation of duties and audit evidence expectations.
Direct accountability for a ServiceNow product portfolio or platform roadmap at enterprise scale: multiple product lines, competing business sponsors, and a real prioritization problem.
ServiceNow certification: CSA at minimum; CIS in Strategic Portfolio Management, ITSM or Discovery preferred.
SAFe Product Owner / Product Manager, Lean Portfolio Management, or Pragmatic certification.
Experience running a platform Center of Excellence or equivalent product organization, including the transition from systems-integrator-heavy staffing to a permanent internal core.
Familiarity with license entitlement and consumption management on ServiceNow, and with building a defensible business case for platform investment.
Experience working alongside delivery partners under joint client and vendor governance.
Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.
Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
Live the Values - Role models our values with transparency and courage.
Enable Change - Takes action to drive change and innovation that will transform our business.
Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Responsibilities

The Product Owner organization: Line management of the ServiceNow Product Owners. Hiring, performance, coaching and the standard of the craft. You are accountable for a PO bench that owns outcomes rather than administering backlogs.
The demand front door: Own Demand Management in the platform end to end - a single published intake for every business area, a triage service level everyone can see and routing of every accepted demand to a named product line.
Demand qualification and the assessment model: Define how a demand is scored - business outcome, platform fit, effort, risk, control impact and make the model consistent enough that two different requesters get the same answer. Run demand-to-epic conversion with the Product Owners so accepted demand lands in a roadmap rather than a queue.
The portfolio roadmap: A single ranked view across all product lines, refreshed on a published cadence, with commit and stretch called for each increment. Executives should be able to see what is being built, what is waiting, and what was traded away to make room.
Cross-product prioritization: Resolve competition between Product Owners for the same architects, quality engineers and release windows. This is the reason the role exists: without it, every trade escalates to the Transformation Director and the operating model stalls.
PI planning and increment governance: Own the planning event end-to-end – the preparation, the ranked input, facilitation, the committed objectives, and the dependency map that comes out of it. Hold the commitment through the increment and report against it honestly.
Demand governance forums: Chair the Demand Board. Represent the portfolio at the Design Authority and the executive steering committee. Bring options with costs, not requests for direction.
The stakeholder relationship layer: Be the recognized platform contact for CIO-org leaders, process owners and business sponsors. Stakeholders should hear about a change in sequence from you before they discover it themselves.
Oversees portfolio managers and their assigned teams. Responsible for the success of the team in meeting objectives and timeframes. No requirement for portfolio size.
Facilitates the development and approval process for strategic initiative governance for assigned portfolios.
Oversees the development and review of analysis and reporting information related to key strategic portfolio milestones.
Oversight and accountability for the overall portfolio budget while working to ensure success of the portfolio.
Leads and develops portfolio managers. Works across multi-disciplinary functions and builds and oversees vender relationships to ensure success of the portfolio.

Benefits

medical/prescription drug coverage (with a Health Savings Account feature)
dental and vision options
employee and spouse/child life insurance
short and long-term disability protection
401(k) with PNC match
pension and stock purchase plans
dependent care reimbursement account
back-up child/elder care
adoption, surrogacy, and doula reimbursement
educational assistance, including select programs fully paid
a robust wellness program with financial incentives
maternity and/or parental leave
up to 11 paid holidays each year
9 occasional absence days each year, unless otherwise required by law
between 15 to 25 vacation days each year, depending on career level; and years of service