Principal Technical Program Manager, Strategic Program Management

ServiceNow•Santa Clara, CA

8h•$221,200 - $387,100•Hybrid

About The Position

ServiceNow’s APEX (AI, Product, Engineering, and Experience) org is the largest organization in the company, comprised of all Products and Platform teams, along with our world class Design teams. We are leveraging the unlimited potential of our platform across every industry, geography, solutions, and personas to consistently deliver product and platform experiences our customers love. APEX is where ServiceNow's most critical innovations are conceived, built, and scaled — and where the programs you lead directly shape the trajectory of the company. We are seeking a Principal Technical Program Manager to join our APEX Strategic Programs organization. In this role, you will drive ServiceNow'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 APEX. 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.

Requirements

12-15+ years of experience driving large-scale, complex global change initiatives and programs to successful implementation: preferably in Technical Program Management, Strategic Program Management, Mergers and Acquisition Integrations, Management Consulting, or Strategy roles high-stakes environments
Program leadership track record: You've successfully led large, complex cross-functional programs to completion—whether in TPM, strategy consulting, M&A integration, or similar roles. You know how to navigate ambiguity and drive accountability at scale.
AI-native mindset: You're curious about how AI can actually improve how you work—not just talk about it. You experiment with AI tools, iterate on outputs, and think critically about where they're genuinely useful versus hype.
SaaS/enterprise software context: You understand how the space works—the constraints, the competitive dynamics, what customers care about. You've worked in or closely with this industry
Strategic + execution mindset: You think ahead but don't get lost in strategy—you're equally comfortable owning the details and unblocking people to get work done. You can translate big goals into concrete milestones without losing sight of the outcome.
Stakeholder navigation: You build trust with senior leaders and technical teams quickly. You influence without authority, bring people together across functions and levels, and keep them focused on what actually matters.
Clear communication: You write and speak clearly about complex topics. You're good at distilling noise to signal and can explain why something matters to an executive, an engineer, or anyone in between.
Self-directed: You don't need a lot of hand-holding. You move independently, stay organized, and keep things moving when things get messy.

Responsibilities

Drives large-scale, high-visibility cross-functional programs for the APEX Strategic Programs function: Identify, prioritize, and accelerate programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage
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
Develop trusted relationships with key stakeholders, technology, and functional leaders to drive focus on the strategic program objectives and optimize program delivery. This includes establishing regular cadences and holding resources accountable for their responsibilities within the program
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
Operate as an AI-native program manager — using AI to synthesize intelligence across workstreams, surface risk signals, ensure data informs decision-making, draft and tailor communications at speed, direct AI agents, and provide leadership with actionable, forward-looking intelligence
Establish governance frameworks and lead executive-level meetings and cross-functional events; serve as the go-to source of leadership, transparency, and visibility — clearly communicating objectives, status, risks, and results while ensuring surgical execution and handoffs across workstreams
Champion 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