Technical Program Manager - ITSM / Infrastructure

New Relic is looking for a Technical Program Manager to join our outstanding Engineering organization! Technical Program managers play a vital role at New Relic leading the planning, execution, and delivery of large cross functional programs in support of our strategic objectives. The ideal candidate is a strong Program Manager with a good understanding of software engineering, development life cycles with domain specific experience in IT Service Management (ITSM).

• You will own to deliver results-oriented goals that require broad alignment and coordination across multiple teams both inside and outside of engineering.
• You will be capable of understanding the nuances of your projects, technical architecture and competent enough to influence executives & all stakeholders to the needed business outcomes.
• Drive technical projects from ideation to delivery, including managing complex project schedules, removing roadblocks, and keeping processes running smoothly.
• Facilitate productive engagements between small (3-5 people) and large (100+ people) groups with potentially diverse or competing priorities.
• Partner with cross-functional experts to design and optimise processes related to incident and problem management, advocating for lean and automated solutions that eliminate bureaucratic barriers and boost efficiency.
• Foster collaborative partnerships with diverse stakeholders to inspire a cultural shift, driving lasting changes in mindset, behavior, and values that align with the organisation's vision
• Identify trends and areas for improvement by engaging during incidents and retrospectives, drive decisions to align leadership on the right level of risk and priority for various projects
• Identify and operationalise the metrics and key performance indicators necessary to track progress, and drive issue resolution & mitigation at a granular level across the organization.
• You should be adept in working with teams to identify risks and impact, prepare mitigation plans and drive tradeoff decisions to align leadership.
• You will craft and communicate status reports to stakeholders that provide the context, narrative, data, clarity, and calls to action that serve as the pulse of rapidly evolving programs.
• Participate in the Program Management community of practice.
• Excellent written and verbal communication skills.

• 7+ years of proven experience working on a software development team as a technical program manager or engineering manager 
• 7+ years delivering outcomes against plan in a fast-paced, multi-disciplined, distributed-responsibility and often ambiguous environment
• Must have experience in ITSM for application and infrastructure domain
• Familiarity with industry standards and frameworks related to incident, problem, and availability management (e.g., ISO 20000, ITIL)
• Experience managing and communicating major incidents to leadership, stakeholders, and/or customers
• Experience with disaster recovery and business continuity management
• Experience with cybersecurity incident response practices and industry standards (e.g., NIST)
• Project management certification is preferred

• Can anticipate bottlenecks, provide escalation management, anticipate and make tradeoffs, and balance the business needs versus technical constraints.
• Can drive programs with a significant amount of ambiguity and facilitate definition and clarity.
• Strong technical and problem-solving skills. 
• Excellent written and verbal communication skills.
• Inquisitive with technical and business skills to understand, test, and challenge while working harmoniously with the business and technology owners. 
• A good understanding of the New Relic platform and it’s capabilities.
• Experience working with remote & distributed team.
• Prior experience with high growth companies.