Strategic Partnerships, Technical Program Manager

ServiceNow•Santa Clara, CA

2d•$221,200 - $387,100

About The Position

The Strategic Partnerships Technical Program Manager supports the Strategic Partnerships team within Central Product Management. The team works with leading technology and AI-native companies to establish product-led partnerships, build joint solutions, define go-to-market approaches, and accelerate customer adoption and value from AI. The role supports cross-functional partnership teams by providing organizational direction and structure, building partnerships, resolving delivery challenges, and making engagements scalable. It also shapes internal tooling, develops internal relationships, manages the customer portfolio, and promotes a culture of excellence and impact. The position manages partner engagements from setup through rollout, organizing ambiguous problems into prioritized milestones, deliverables, and success criteria. It serves as a central liaison among Strategic Partnerships, Applied AI FDE, Product, Engineering, Experience (UI/UX), and supporting organizations. The role turns engagement insights into product feedback, establishes collaboration models and playbooks, and builds tools, dashboards, documentation, reporting, and governance that support repeatable delivery and leadership visibility. It also captures lessons learned, improves processes through automation, and helps drive product adoption, innovation velocity, and customer value.

Requirements

10+ years of portfolio or program management experience in mid- or large-size 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 practices, including program planning, schedule construction and management, risk assessment and mitigation, dependency management, change management, and predictive metrics.
Strong collaboration and communication skills, including communicating changes, requests, deadlines, risks, status, progress, and decisions to teams and audiences such as executives.
Ability to work effectively with people in technical and innovative environments and across different functions and personalities.
Strong leadership and relationship-building skills, with the ability to influence and motivate without authority.
Strong facilitation skills to lead or drive build events, maintain high quality, promote continuous improvement, and keep the broader objectives in view.
Exceptional team-building and team-management skills, including interpersonal skills, conflict resolution, and negotiation.
Experience leveraging or critically considering how to integrate AI into work processes, decision-making, or problem-solving.
Up to 25% travel is required for customer onsite visits.

Nice To Haves

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

Responsibilities

Manage the portfolio of partner engagements, including phases, 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 inform and scale future engagements.
Translate business objectives into execution strategies, prioritized milestones, deliverables, and success criteria.
Manage risks and dependencies, escalate impediments, and support releases while navigating AI release requirements.
Serve as the central liaison among Strategic Partnerships, Applied AI FDE, Product, Engineering, Experience (UI/UX), and supporting organizations.
Define and operationalize a structured model for engaging 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.
Drive process improvements 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 ensure clarity and execution.
Establish a consistent reporting cadence for engagement status, metrics, and risks.
Create executive-ready dashboards and summaries for leadership visibility.
Drive internal storytelling about product adoption, innovation velocity, and customer value.
Reinforce transparency, learning, and disciplined scaling across the program.
Proactively seek and embrace constructive feedback and provide feedback to colleagues to encourage an open, collaborative culture.