Sr. Manager, Technical Program Management, Experience Team

Team & Role:

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. This role falls within the Experience Organization, more specifically within the Digital Content and Design organization, a global team that creates digital experiences and content that helps our customers understand and unlock the power of our products to achieve their business and digital transformation goals. We work closely with our product development, design, user research, and engineering partners to deliver just the right information, in just the right way, to support our customers, creating an exceptional product and customer experience.

About the role

Coach and develop 5 direct reports across global locations, helping them navigate complex, ambiguous programs where the path forward isn't always clear—assessing their strengths, providing training, and building their confidence in managing without prescriptive answers

Own end-to-end delivery of enterprise programs (like agentic content governance) that span multiple departments and operate in the complex-to-complicated space, balancing execution rigor with adaptive problem-solving when conditions shift

Lead with clarity and composure through high-stakes, ambiguous situations where incomplete information is the norm, helping teams make sound decisions and move forward despite uncertainty, while modeling comfort with not having all the answers

Shape and establish best practices for technical program management across the Experience org, pulling from consulting, startup, and matrix environments—building a scalable model that works for both structured programs and exploratory initiatives

Optimize business requirements and marry them with tooling, analytics, and communications initiatives

Responsibilities

In this role, you will:

• Coach and develop 5 direct reports across global locations, helping them navigate complex, ambiguous programs where the path forward isn't always clear—assessing their strengths, providing training, and building their confidence in managing without prescriptive answers
• Own end-to-end delivery of enterprise programs (like agentic content governance) that span multiple departments and operate in the complex-to-complicated space, balancing execution rigor with adaptive problem-solving when conditions shift
• Lead with clarity and composure through high-stakes, ambiguous situations where incomplete information is the norm, helping teams make sound decisions and move forward despite uncertainty, while modeling comfort with not having all the answers
• Shape and establish best practices for technical program management across the Experience org, pulling from consulting, startup, and matrix environments—building a scalable model that works for both structured programs and exploratory initiatives
• Optimize business requirements and marry them with tooling, analytics, and communications initiatives

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.
• 6+ years of leadership and program management experience (minimum 4 years leading teams); non-traditional backgrounds welcome
• Experience delivering and running large-scale, cross-functional programs in complex or ambiguous problem spaces where the playbook doesn't exist
• Ability to lead across organizational lines without formal authorities with strong stakeholder management and the credibility to influence Product, Design, Support, Marketing, and Sales teams
• Ability to deliver and run large scale programs Comfort making decisions and moving forward with incomplete information; you don't need all the answers to chart a course, and you help teams build confidence doing the same
• A track record of creating meaningful employee and leadership experiences that drive engagement and job satisfaction
• Excellent communication skills across all levels of an organization and multiple functions
• Strong stakeholder orientation with the ability to synthesize needs across competing priorities in complex problem spaces
• Data analysis capabilities; you use data to validate decisions and drive outcomes (secondary to judgment and adaptability)

Basic Qualifications

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
• Experience working on and managing large projects or programs with cross-functional teams. Deliver solutions and strategies while mitigating or removing obstacles.
• Experience utilizing software to keep projects organized, track metrics, and report on progress.

Pay

For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.

Schedule

We offer a flexible schedule to accommodate different work styles and preferences.

Benefits

We offer a comprehensive benefits package including 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.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export license or other approval that may be required by relevant export control authorities.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.