ServiceNow is a global market leader in Information Technology and Services, focusing on innovative AI-enhanced technology. The Senior Technical Program Manager will support cross-functional teams in building and delivering intelligent, scalable AI solutions for strategic customers, managing relationships and driving execution from conception through to delivery.
Responsibilities:
- Work seamlessly with software engineers, product managers, product designers, and customers, to deliver intelligent systems that address mission-critical challenges using AI
- Collaborate directly with customers to co-innovate AI solutions tailored to their needs, acting as the first point of contact or escalation
- Develop trusted relationships with key internal and external technology leaders and stakeholders to drive focus on the strategic build objectives and optimize build delivery - this includes supporting and holding resources accountable for their responsibilities within the build
- Drive large scale, cross-functional, high visibility AI software development builds on condensed timelines
- Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria for your builds, translating business objectives into execution strategy (tactical and strategic)
- Anticipate and remove obstacles that slow down or prevent builds from delivering on objectives, especially on the AI/ML deployment front
- Help manage risks, dependencies and escalate impediments, as well as releases and navigating AI release requirements
- Drive process improvements and create documentation to promote best practices using automation to replace repeatable, operational tasks
- Coordinate day to day activities required to deliver a great solution on time, as well as create transparency through reports, dashboards, and status updates
- Seek to continuously grow by proactively seeking and embracing constructive feedback, as well as provide feedback to colleagues to encourage an open and collaborative culture
Requirements:
- 10+ years of project/program management experience in mid/large size software development companies
- A solid understanding of SDLC and release management practices in cloud-based SaaS product organizations
- Prior work delivering AI or intelligent workflow solutions at scale, with proven success in deploying AI solutions that delivered tangible customer impact
- Familiarity with AI governance, compliance, and enterprise security practices
- This role includes occasional travel
- Demonstrated competence in key AI/ML software engineering program management best practices: program planning, schedule construction and management; risk assessment & mitigation, dependency management, change management, and predictive metrics
- Outstanding collaboration and communication skills - clearly communicate changes, requests, and deadlines to the teams and risks, status, progress, and decisions to a variety of audiences including executives
- Passion for working with people in technical and innovative environments, with the ability to work well with many different types of personalities in various functions
- Strong leadership and relationship building skills to influence and motivate without authority - masterful in the art of bringing people together
- Strong facilitation skills to lead/drive a variety of build events, with a high regard for quality, drive for continuous improvement across the organization, and ability to keep the big picture in view
- Experience deploying AI solutions to production and skilled at identifying waste/delays in AI end-to-end development, deployment, and release processes
- Exceptional team building and team management skills, including interpersonal skills, conflict resolution, and negotiation
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving