Principal Technical Program Manager

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

About the team

Office of Business Strategy manages the portfolio, strategy and operations for the Cloud Engineering & Support (CES) organization. The CES organization is accountable for delivering autonomous infrastructure with speed and efficiency—while providing the enterprise-grade services our customers rely on.

Responsibilities

In this role, you will drive the organization’s most critical cross-functional priorities and strategic programs— operating at the intersection of strategy and execution and setting the standard for how high-impact programs are designed, governed, and run at scale. This person will operate as an AI-native leader, using AI tools to accelerate program delivery, synthesize intelligence across workstreams and model the ways of working we expect to scale across multiple the organization. In addition, the candidate is a result-oriented self-starter with extensive competence and experience in the Technical Program Management space. This candidate thinks strategically but loves getting into the details and possesses a strong ability to conceptualize, develop, drive, coordinate and manage large, complex, cross-functional programs supporting formal company Objectives and Key Results (OKRs). This person is effective at building relationships, collaborating, and influencing others; they must also be highly experienced working with senior executives across various geographies and functions. Translate business objectives into execution strategy, both tactical and strategic, and take full ownership of project planning and delivery for cross-organizational programs from initial conception through transition to operations. Organize complex, ambiguous problems into prioritized milestones, deliverables, dependencies, and success criteria — designing programs to deliver specific strategic outcomes and drive relentless accountability against them.

Qualifications

Preferred Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Proven project/program management experience involving many cross-functional teams
• Solid organizational skills with high regard for quality
• Strong collaboration and relationship-building skills – able to work well with many different types of personalities in various functions.
• Masterful in the art of bringing people together
• Excellent communication skills - Ability to communicate, document, and present complex technical issues in a concise and efficient manner for a variety of audiences
• Experienced and confident in creating slides and presenting to executives
• Must possess effective listening skills and comfortable asking powerful questions
• Passion for working with people in technical environments
• Proven leadership skills to influence and motivate without authority. True servant leader
• Proven facilitation skills to lead/drive a variety of program events
• Excellent negotiation and conflict management skills

Basic Qualifications

15 years of project/program management experience in mid/large size companies, ideally in a software engineering/product development organization with a Bachelor's degree; or 12 years and a Master's degree; or a PhD with 8 years experience; or equivalent experience.

Benefits

We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Pay

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.