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 optimize service management processes, analyze business metrics, and enhance user experiences across the engineering organization.

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