Senior Technical Program Manager

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Service Now's APEX (AI, Product, Engineering, and Experience) organization is the largest in the company, comprising all Product and Platform teams alongside our world‑class Design teams. We are leveraging the unlimited potential of our platform across every industry, geography, solution, and persona to consistently deliver the product and platform experiences our customers love. APEX is where Service Now's most critical innovations are conceived, built, and scaled — and where the programs you own directly shape the trajectory of the company.

We are seeking a Senior Staff Technical Program Manager to join the APEX Strategic Program Management Organization. In this role, you will drive Service Now's most critical cross-functional priorities — operating at the intersection of strategy and execution and setting the standard for how high-impact programs are run at scale.

The successful candidate is a result-oriented self-starter with a proven ability to conceptualize, develop, drive, coordinate, and manage large, complex, cross-functional programs from inception through delivery. This person is an AI-native operator — not merely adopting AI tools but modeling the ways of working we expect to scale across APEX. They think strategically, execute with precision, build trusted relationships at every level, and thrive in fast-moving, high-stakes environments where clarity is created, not inherited.

• Drive large-scale, high-visibility cross-functional programs that deliver measurable outcomes for the APEX portfolio — collaborating with Product, Engineering, Experience, Sales, Finance, Marketing, and Customer Success to identify opportunities, unlock productivity, and accelerate execution.
• Identify, prioritize, and accelerate programs of the highest complexity and organizational scope — with quantifiable impact on revenue, market position, and measurable advantage.
• Translate business goals into execution strategy, both tactical and strategic, and take full ownership of technical project planning and delivery for cross-organizational programs from initial conception through transition to operations.
• Organize complex, ambiguous problems into prioritized milestones, deliverables, dependencies, and success criteria — designing programs to deliver specific strategic outcomes and drive relentless accountability against them.
• Develop trusted relationships with key customers, technology Principals, and functional stakeholders; establish regular cadences, hold resources accountable, and build consensus across opposing priorities.
• Establish governance frameworks and conduct executive-level meetings and cross-functional events; serve as the go-to source of guidance, transparency, and visibility — clearly communicating goals, status, risks, and results while ensuring surgical execution and handoffs across work streams.
• Identify, assess, prioritize, and mitigate risks; anticipate and remove obstacles that slow delivery and drive for clarity to keep teams moving forward.
• Develop and implement scalable processes, templates, and training to ensure program delivery and process adoption; oversee change management efforts, guiding teams through organizational transitions and improvements.
• Drive a continuous focus on developing software-based or AI-enabled solutions to replace repeatable operational tasks and foster an environment of self reliance, transparency, mastery, innovation, and continuous…