Sr. Program Manager, Engineering (Remote)

CrowdStrike is a global leader in cybersecurity, dedicated to stopping breaches with advanced AI-native platforms. The Senior Engineering Service Management Operations Program Manager will drive operational excellence across the engineering organization by optimizing processes, analyzing metrics, and enhancing user experiences within the engineering ecosystem.

Responsibilities:

• Design and implement comprehensive service management standards for Incident, Problem, and Change Management practices
• Lead the development and maintenance of end-to-end user journeys, ensuring seamless experiences across engineering service touchpoints
• Drive business analytics initiatives to measure process performance, identify trends, and quantify operational improvements
• Develop and maintain standard operating procedures, runbooks, and knowledge base articles for service management practices
• Partner with engineering teams to implement process improvements based on performance data and stakeholder feedback
• Coordinate service management service delivery across engineering teams, ensuring consistent application of standards
• Design and deliver training programs to enable users and promote adoption of service management best practices
• Conduct regular system audits to ensure compliance with established standards and identify improvement opportunities
• Implement organizational change management strategies to drive adoption of new processes and tools
• Create and maintain dashboards and reports to communicate service performance metrics to stakeholders at all levels
• Act as a trusted advisor to engineering leadership on service management optimization and operational excellence

Requirements:

• 8+ years of experience in Engineering Operations, Service Management, or related technical operations roles
• Strong understanding of ITSM frameworks, particularly Incident, Problem, and Change Management
• Experience developing and implementing service management standards and best practices
• Proven ability to analyze operational data and translate insights into process improvements
• Proficiency with service management tools and platforms (e.g., ServiceNow, Jira, PagerDuty)
• Exceptional communication skills with the ability to translate complex technical concepts for a wide range of audiences
• Experience developing training materials and enabling users on service management practices
• Data-driven mindset with the ability to create meaningful reports and dashboards for stakeholders
• Experience working in DevOps, cloud-native, or agile environments
• Experience with business process modeling and optimization methodologies
• Background in organizational change management or transformation initiatives
• Familiarity with knowledge management systems and documentation platforms
• Experience with process automation and workflow optimization
• Certifications in ITIL, DevOps, Agile, or related frameworks