Principal Technical Program Manager

ServiceNow•Santa Clara, CA

21h•Remote

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+ 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 energy, disciplined execution skills; willingness to do whatever it takes to deliver results
Work independently and be highly productive with minimal oversight
Ability to see the big picture while being execution-oriented to improve operational excellence
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
Strong collaboration, relationship-building, and influence skills — exceptionally skilled at bringing people together across functions, levels, and geographies without direct authority
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving — including AI-powered tools, workflow automation, AI-driven insights, or exploring AI's potential impact on program management and the industry
Team player and self-starter who uses AI to stay ahead of complexity — comfortable directing AI agents, iterating on outputs, and operating with speed in ambiguous, high-stakes environments
Expertise in the enterprise software / SaaS industry
Bachelor's Degree required

Nice To Haves

MBA or other Graduate degree preferred

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