Senior Technical Program Manager- ServiceNow

We are seeking an experienced Senior Program Manager to lead complex, cross-functional technology programs within the Corporate Applications Technology business unit under Global Engineering, specifically driving the ServiceNow platform capabilities. This role will be responsible for driving strategic program planning, execution governance, stakeholder alignment, risk management, and delivery outcomes across multiple teams and initiatives within the ServiceNow capability.

The ideal candidate will combine strong program leadership, business acumen, technical understanding, and executive communication skills to ensure programs deliver measurable value, remain aligned with organizational priorities, and meet quality, compliance, security, and operational expectations.

Experience Range: 16+ years

Role Level: Senior Program Manager

Responsibilities

Program Strategy & Delivery

• Lead end-to-end planning and execution of large-scale technology programs from initiation through delivery and operational transition.
• Define program scope, objectives, success measures, milestones, dependencies, budgets, and resource plans.
• Coordinate delivery across multiple projects, product teams, engineering teams, vendors, and business stakeholders.
• Ensure programs remain aligned with business priorities, technology strategy, and enterprise standards.

Governance, Risk & Controls

• Establish and manage program governance forums, decision frameworks, escalation paths, and executive reporting rhythms.
• Identify, track, and mitigate program risks, issues, assumptions, and dependencies.
• Ensure adherence to audit, compliance, information security, change management, and operational readiness requirements.
• Maintain high-quality program documentation, status reporting, and evidence required for governance and control processes.

Stakeholder & Executive Communication

• Partner with senior business leaders, product owners, architects, engineering leaders, operations teams, finance partners, and external vendors.
• Prepare and deliver executive-ready updates covering program health, key decisions, risks, dependencies, financials, and business outcomes.
• Drive alignment across stakeholders with competing priorities and ensure clear ownership of decisions and actions.
• Facilitate steering committees, program reviews, planning workshops, and cross-functional working sessions.

Agile & Delivery Management

• Drive Agile, Scrum, Kanban, and hybrid delivery practices across teams and programs.
• Monitor delivery metrics such as velocity, throughput, milestones, burn-up/burn-down trends, impediments, and release readiness.
• Coordinate cross-team dependencies and facilitate timely resolution of delivery blockers.
• Promote continuous improvement in planning, estimation, delivery predictability, and team operating practices.

Financial, Vendor & Resource Management

• Manage program budgets, forecasts, cost tracking, resource plans, and financial reporting in partnership with finance and leadership teams.
• Oversee vendor delivery performance, contract dependencies, and third-party commitments where applicable.
• Support capacity planning, prioritization, and trade-off decisions across program workstreams.
• Track program value realization, benefits, and measurable business outcomes.

Required Qualifications

• Bachelors degree in Computer Science, Engineering, Information Technology, Business, or a related field.
• 12+ years of experience in program management, project management, technology delivery, or related roles.
• Proven experience leading complex technology programs across multiple teams, geographies, or business functions.
• Strong understanding of SDLC, Agile delivery, release management, change management, and technology operations.
• Demonstrated ability to manage budgets, dependencies, risks, executive communications, and stakeholder expectations.
• Excellent analytical, problem-solving, facilitation, negotiation, and decision-making skills.
• Strong written and verbal communication skills with the ability to simplify complex topics for executive audiences.
• Knowledge of ITSM, ITOM, GRC, Security Operations and similar processes and procedures.

Preferred Qualifications

• PMP, PgMP, PRINCE2, Scrum Master, SAFe, or Agile certification.
• Experience in enterprise applications, digital transformation, financial services technology, regulatory programs, or platform modernization.
• Experience managing vendor partners, statements of work, managed services, or third-party delivery models.
• Knowledge of DevOps, CI/CD, automated testing, production support, observability, and operational resilience practices.
• Experience preparing executive dashboards, steering committee materials, and board-level or senior leadership updates.

Technical Skills

• Agile / Scrum / Kanban / SAFe delivery practices
• Jira, Azure DevOps, ServiceNow, Clarity, MS Project, Excel, PowerPoint
• SDLC, Release Management, Change Management, DevOps, CI/CD
• Program governance, portfolio reporting, and executive dashboards
• Risk, issue, dependency, and decision management
• Budgeting, forecasting, capacity planning, and resource management
• Vendor management, SOW tracking, and third-party delivery oversight
• Knowledge of ServiceNow Ecosystem will be a significant plus.

Key Competencies

• Strategic thinking and enterprise mindset
• Leadership, influence, and cross-functional collaboration
• Executive communication and presentation skills
• Financial and commercial acumen
• Stakeholder management and expectation setting
• Decision making and problem solving
• Conflict resolution and negotiation
• Delivery discipline, ownership, and accountability
• Coaching, mentoring, and continuous improvement orientation