Senior Technical Program Manager

ServiceNow • Santa Clara, CA

155d • $140,700 - $239,200

About The Position

We are seeking a highly skilled Process Owner to oversee, manage, and continuously improve critical processes that support software delivery in regulated market environments (IL4, IL5). The Process Owner will be accountable for the end-to-end design, implementation, governance, and optimization of assigned processes, ensuring compliance with regulatory, security, and organizational standards while enabling operational efficiency and scalability. This role requires a balance of process management expertise, regulatory awareness, and collaboration across technical, business, and compliance teams.

Requirements

• Bachelor's degree in Computer Science, Engineering, Business, or related field (or equivalent experience).
• 5+ years of experience in process ownership, governance, or program management in a technology or software delivery environment.

Nice To Haves

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Strong understanding of regulated environments (IL4/IL5, FedRAMP, NIST, or similar).
• Proven ability to design, document, and optimize processes in complex organizations.
• Excellent communication and stakeholder management skills across technical and non-technical audiences.
• Experience with audit, compliance, and risk management frameworks.
• Experience with Agile methodology.
• Familiarity with ITIL or similar service management frameworks.
• Certifications such as PMP, Lean Six Sigma, or ITIL are a plus.
• Prior experience working with DoD or government-regulated software delivery environments.

Responsibilities

• Define, document, and maintain end-to-end processes for software delivery, with a focus on IL4/IL5 regulated environments.
• Establish process policies, procedures, roles, and responsibilities.
• Ensure processes are designed to be efficient, auditable, and aligned with regulatory requirements.
• Ensure processes comply with security and compliance standards relevant to IL4/IL5 markets (e.g., FedRAMP, DoD, NIST).
• Track and manage exceptions, deviations, and risk mitigation strategies.
• Serve as the point of accountability during internal and external audits.
• Oversee the day-to-day execution of assigned processes, ensuring consistency and quality.
• Define and monitor KPIs, SLAs, and process health metrics to measure effectiveness.
• Report on process performance to stakeholders and leadership.
• Identify gaps, bottlenecks, and areas for process automation and standardization.
• Lead root cause analysis and corrective action planning.
• Drive alignment with industry best practices and evolving regulatory standards.
• Collaborate with engineering, product management, security, compliance, and operations teams to ensure process adoption and alignment.
• Provide training, guidance, and communications to stakeholders to reinforce process adherence.
• Act as a trusted advisor for process-related escalations and issue resolution.

Benefits

• Base pay of $140,700 - $239,200, plus equity (when applicable), variable/incentive compensation and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP, matching donations.
• Flexible time away plan and family leave programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree