Principal Technical Program Manager - job 1 of 4

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Team & Role

UTG PMO is the backbone of our engineering efforts, ensuring seamless program management and delivery. We lead best practices and processes to drive successful outcomes across Engineering, Cybersecurity, Mergers & Acquisitions, Cloud Infrastructure, and Release Management. Our cross-functional programs harmonize our people and resources to achieve strategic objectives and deliver business-critical outcomes.

As a Principal Technical Program Manager, you will serve as a business process expert responsible for transforming and improving a variety of internal engineering processes. You will manage large, complex release programs from start to finish, providing both a strategic perspective on process improvements and a tactical view of daily progress and issues. Each day, you will exercise critical skills such as conflict resolution, cross-team collaboration, and precise communication to drive operational excellence and deliver business-critical outcomes.

You’ll work in a fast-paced environment to bring your programs to life and see them through to successful completion, cultivating collaboration and driving business outcomes. You’ll think strategically while driving tactical execution of large cross-organizational programs, from initial conception, through program development, delivery, and transition to operations. The successful candidate is a results-oriented, self-starter with an established, documented ability in program management, operations, and business process transformation.

What you get to do in this role:

• Lead initiatives to transform and optimize internal engineering processes, ensuring alignment with strategic business objectives.
• Drive large-scale, high-visibility software development programs.
• Exercise wide latitude in determining objectives and approaches to critical assignments.
• Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria for your programs.
• Translate business objectives into execution strategy (tactical and strategic), lead and successfully execute the strategy through strong collaboration and agile leadership.
• Work with multiple delivery teams to take ownership and accountability of technical project planning and delivery for product development programs.
• Develop trusted relationships with key technology and functional leaders and stakeholders to drive focus on strategic program objectives and optimize program delivery. This includes supporting and holding resources accountable for their responsibilities within the program.
• Ensure data is collected to appropriately inform decision making for mitigating risks and resolving issues.
• Utilize internal tools and an agile mindset to create a collaborative environment that fosters autonomy, transparency, mastery, innovation, and continuous improvement.
• Drive a continuous focus on developing software-based solutions or using automation to replace repeatable, operational tasks.
• Analyze existing workflows, identify inefficiencies, and implement process improvements that enhance quality, speed, and collaboration.
• Anticipate and remove obstacles that slow down or prevent programs from delivering on program objectives.
• Drive for clarity to keep teams moving forward.
• Provide “go to” leadership, transparency, and visibility to the entire Technology & Products organization.
• Seek to continuously grow by proactively seeking and embracing constructive feedback.
• Provide feedback to colleagues to encourage an open and collaborative culture.
• Understand and streamline end-to-end processes.

Preferred Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Proven project/program management experience involving many cross-functional teams.
• Solid organizational skills with high regard for quality.
• Strong collaboration and relationship-building skills – able to work well with many different types of personalities in various functions. Masterful in the art of bringing people together.
• Excellent communication skills – ability to communicate, document, and present complex technical issues in a concise and efficient manner for a variety of audiences.
• Experienced and confident in creating slides and presenting to executives.
• Must possess effective listening skills and be comfortable asking powerful questions.
• Passion for working with people in technical environments.
• Strong leadership skills to influence and motivate without authority. True servant leader.
• Strong facilitation skills to lead/drive a variety of program events.
• Excellent negotiation and conflict management skills.

Basic Qualifications:

• 15+ years of project/program management experience in mid/large size companies.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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