Strategic Partnerships, Technical Program Manager

ServiceNow•Santa Clara, CA

About The Position

This role supports ServiceNow’s Strategic Partnerships team within Central Product Management. The team works with leading technology and AI-native companies to build high-value joint solutions, define product-led partnership and go-to-market approaches, and accelerate customer adoption and value from AI. The Technical Program Manager helps shape organizational direction and structure, build partnerships, resolve delivery challenges, and ensure programs can scale. The role operates across Strategic Partnerships, Applied AI FDE, Product, Engineering, Experience (UI/UX), and supporting organizations, turning ambiguous business objectives into execution plans and repeatable customer outcomes. The position manages the portfolio of partner engagements from setup through rollout, maintaining visibility into progress, risks, outcomes, and resource priorities. It also establishes feedback loops between partner engagements and product development, codifies lessons and best practices, improves delivery through tools and automation, and creates governance, reporting, and communication structures. The role promotes transparency, collaboration, continuous improvement, and measurable customer value.

Requirements

10+ years of portfolio or program management experience in mid-size or large software development companies.
Solid understanding of SDLC and release management practices in cloud-based SaaS product organizations.
Demonstrated competence in AI/ML software engineering program management, including program planning, schedule construction and management, risk assessment and mitigation, dependency management, change management, and predictive metrics.
Outstanding collaboration and communication skills, including communicating changes, requests, deadlines, risks, status, progress, and decisions to teams and executives.
Strong leadership and relationship-building skills, with the ability to influence and motivate without authority.
Strong facilitation skills and ability to lead or drive build events.
Exceptional team-building and team-management skills, including interpersonal skills, conflict resolution, and negotiation.
Ability to work effectively with people of different personalities and functions in technical and innovative environments.
Customer-first mentality and hands-on experience driving projects or programs end to end.
Ability to transform ambiguity into clarity and keep the broader strategic picture in view.
Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving.

Nice To Haves

Prior experience delivering AI or intelligent workflow solutions at scale, with demonstrated customer impact.
Familiarity with AI governance, compliance, and enterprise security practices.
Experience deploying AI solutions to production.
Ability to identify waste and delays in end-to-end AI development, deployment, and release processes.

Responsibilities

Manage the portfolio of partner engagements, including phases, delivery timelines, scope, and outcomes.
Maintain a single source of truth for engagement progress, risks, and outcomes.
Work with Strategic Partnership leaders to balance account priorities and allocate resources effectively.
Aggregate engagement learnings to influence and scale future engagements.
Translate business objectives into execution strategies, prioritized milestones, deliverables, and success criteria.
Manage risks and dependencies, escalate impediments, and navigate releases and AI release requirements.
Serve as a central liaison among Strategic Partnerships, Applied AI FDE, Product, Engineering, Experience (UI/UX), and supporting organizations.
Define and operationalize a structured engagement model for the Strategic Partnerships team and broader APEX organization.
Translate engagement insights and patterns into actionable product feedback, and influence and track progress toward platform innovation.
Develop standardized intake templates, RACIs, and collaboration playbooks.
Capture lessons from early engagements, from Phase 0 setup through rollout, and codify best practices.
Implement tools, dashboards, and automation to streamline delivery and accelerate engagement impact and velocity.
Improve processes and document best practices, using automation to replace repeatable operational tasks.
Centralize and manage Strategic Partnerships documentation, resources, and operational structure.
Coordinate cross-functional teams to support clarity and execution.
Establish a consistent reporting cadence for engagement status, metrics, and risks.
Create executive-ready dashboards and summaries for leadership visibility.
Communicate product adoption, innovation velocity, and customer value through internal storytelling.
Promote transparency, learning, and disciplined scaling across the program.
Seek and act on constructive feedback, and provide feedback to colleagues to encourage an open and collaborative culture.