Senior Staff Technical Program Manager

About the role

The Senior Staff Technical Program Manager will drive ServiceNow's most critical cross-functional priorities, operating at the intersection of strategy and execution and setting the standard for how high-impact programs are run at scale.

Responsibilities

• Drive large-scale, high-visibility cross-functional programs that deliver measurable outcomes for the APEX portfolio.
• Collaborate with Product, Engineering, Experience, Sales, Finance, Marketing, and Customer Success to identify opportunities, unlock productivity, and accelerate execution.
• Translate business goals into execution strategy, both tactical and strategic, and take full ownership of technical 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.
• Develop trusted relationships with key customers, technology Principals, and functional stakeholders; establish regular cadences, hold resources accountable, and build consensus across opposing priorities.
• Establish governance frameworks and conduct executive-level meetings and cross-functional events; serve as the go-to source of guidance, transparency, and visibility—clearly communicating goals, status, risks, and results while ensuring surgical execution and handoffs across workstreams.
• Identify, assess, prioritize, and mitigate risks; anticipate and remove obstacles that slow delivery and drive for clarity to keep teams moving forward.
• Develop and implement scalable processes, templates, and training to ensure program delivery and process adoption; oversee change management efforts, guiding teams through organizational transitions and improvements.
• Drive a continuous focus on developing software-based or AI-enabled solutions to replace repeatable operational tasks and foster an environment of self-reliance, transparency, mastery, innovation, and continuous improvement.
• Operate as an AI-native program manager—using AI to synthesize intelligence across workstreams, surface risk signals, ensure data informs outcomes, draft and tailor communications at speed, direct AI agents, and provide guidance with actionable, forward-looking intelligence.

Qualifications

• 10+ years of hands-on program management experience in large, complex enterprise environments.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, insights, or problem-solving—including AI-powered tools, workflow automation, AI-enabled insights, or exploring AI’s potential impact on program management and the industry.
• Demonstrated ability to guide high-visibility, cross-functional initiatives with clear ownership of outcomes, not just activities.
• High energy, disciplined execution skills, and unconditional bias for action; works singly and remains highly productive with minimal oversight.
• Ability to see the big picture while remaining execution-oriented—holding strategic frame and operational detail simultaneously and moving fluidly between them.
• Effective communicator—written and verbal—who uses AI tools to draft, refine, and tailor communications; able to convey complex ideas clearly across executive and working-level audiences at speed, and comfortable directing AI agents and iterating on outputs in ambiguous, high-stakes environments.
• Promote AI-native ways of working across the APEX Strategic Programs team—evaluating, adopting, and scaling AI tools that increase team throughput, reduce coordination overhead, and surface insights faster across complex program portfolios.
• Solid organizational skills with an uncompromising regard for quality; proven track record creating repeatable, scalable processes that drive efficiency and consistent delivery.
• Strong collaboration, relationship-building, and influence skills—masterful at bringing people together across functions, levels, and geographies without direct authority; a true servant executive.
• Background in enterprise software or SaaS highly desirable; experience in customer-facing, management consulting, or corporate strategy roles is a plus.
• Project Management Professional (PMP) certification or equivalent preferred.