[Hiring] Senior Technical Program Manager @ServiceNow

Role Description

ServiceNow’s Applied AI Forward Deployed Engineering (FDE) team is where bold ideas meet transformative action. We partner with our most strategic customers to shape the future of enterprise AI. Together, we identify high-value opportunities, accelerate business outcomes, and build reusable AI-native solutions that advance the Now AI Platform.

Our mission: We partner deeply with our customers to build intelligent, scalable AI solutions that solve their most mission-critical challenges. By embedding in real-world complexity, we deliver fast, iterate with purpose, and transform every success into reusable patterns that accelerate transformation across the Now Platform and the broader enterprise.

As a FDE Technical Program Manager, you operate on the frontlines of transformation. You will support ServiceNow’s cross-functional Forward Deployed Engineering (FDE) teams in building and delivering intelligent, scalable AI solutions that solve our customers’ most mission-critical challenges.

You'll work in a fast-paced environment as our FDE team partners with key strategic customers to accelerate time to value. You will provide a proactive, strategic perspective, manage customer relationships, and drive tactical execution from initial conception through FDE build development, delivery, and successful completion.

What You’ll Do

• Work seamlessly with software engineers, product managers, product designers, and customers, to deliver intelligent systems that address mission-critical challenges using AI.
• Collaborate directly with customers to co-innovate AI solutions tailored to their needs, acting as the first point of contact or escalation.
• Develop trusted relationships with key internal and external technology leaders and stakeholders to drive focus on the strategic build objectives and optimize build delivery.
• Drive large scale, cross-functional, high visibility AI software development builds on condensed timelines.
• Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria for your builds, translating business objectives into execution strategy.
• Anticipate and remove obstacles that slow down or prevent builds from delivering on objectives, especially on the AI/ML deployment front.
• Help manage risks, dependencies and escalate impediments, as well as releases and navigating AI release requirements.
• Drive process improvements and create documentation to promote best practices using automation to replace repeatable, operational tasks.
• Coordinate day to day activities required to deliver a great solution on time, as well as create transparency through reports, dashboards, and status updates.
• Seek to continuously grow by proactively seeking and embracing constructive feedback, as well as provide feedback to colleagues to encourage an open and collaborative culture.

Qualifications

• 10+ years of project/program management experience in mid/large size software development companies.
• A solid understanding of SDLC and release management practices in cloud-based SaaS product organizations.
• Prior work delivering AI or intelligent workflow solutions at scale, with proven success in deploying AI solutions that delivered tangible customer impact.
• Familiarity with AI governance, compliance, and enterprise security practices.
• This role includes occasional travel.

Preferred Qualifications

• Demonstrated competence in key AI/ML software engineering program management best practices.
• Outstanding collaboration and communication skills.
• Passion for working with people in technical and innovative environments.
• Strong leadership and relationship building skills to influence and motivate without authority.
• Strong facilitation skills to lead/drive a variety of build events.
• Experience deploying AI solutions to production and skilled at identifying waste/delays in AI end-to-end development, deployment, and release processes.
• Exceptional team building and team management skills.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

Additional Information

• Work Personas: We approach our distributed world of work with flexibility and trust.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer.
• Accommodations: We strive to create an accessible and inclusive experience for all candidates.
• Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations.