Senior Technical Program Manager, Forward Deployed Engineering- Applied AI

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