Sr. Manager, Technical Program Management, Experience Team

Company Description

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Job Description

Team & Role:  

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. 
 
This role falls within the Experience Organization, more specifically within the Digital Content and Design organization, a global team that creates digital experiences and content that helps our customers understand and unlock the power of our products to achieve their business and digital transformation goals. We work closely with our product development, design, user research, and engineering partners to deliver just the right information, in just the right way, to support our customers, creating an exceptional product and customer experience.   

What you get to do in this role: 

• Coach and develop 5 direct reports across global locations, helping them navigate complex, ambiguous programs where the path forward isn't always clear—assessing their strengths, providing training, and building their confidence in managing without prescriptive answers 
• Build cohesion across a globally distributed team managing technical programs that touch Product, Content Strategy, Support, Design, and Marketing—creating shared language and practices while respecting each program's unique complexity 
• Own end-to-end delivery of enterprise programs (like agentic content governance) that span multiple departments and operate in the complex-to-complicated space, balancing execution rigor with adaptive problem-solving when conditions shift 
• Lead with clarity and composure through high-stakes, ambiguous situations where incomplete information is the norm, helping teams make sound decisions and move forward despite uncertainty, while modeling comfort with not having all the answers 
• Shape and establish best practices for technical program management across the Experience org, pulling from consulting, startup, and matrix environments—building a scalable model that works for both structured programs and exploratory initiatives 
• Optimize business requirements and marry them with tooling, analytics, and communications initiatives 

Qualifications

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. 
• 6+ years of leadership and program management experience (minimum 4 years leading teams); non-traditional backgrounds welcome
• Experience delivering and running large-scale, cross-functional programs in complex or ambiguous problem spaces where the playbook doesn't exist
• Ability to lead across organizational lines without formal authorities with strong stakeholder management and the credibility to influence Product, Design, Support, Marketing, and Sales teams
• Experience delivering and running large scale programs 
• Comfort making decisions and moving forward with incomplete information; you don't need all the answers to chart a course, and you help teams build confidence doing the same
• A track record of creating meaningful employee and leadership experiences that drive engagement and job satisfaction
• Excellent communication skills across all levels of an organization and multiple functions
• Strong stakeholder orientation with the ability to synthesize needs across competing priorities in complex problem spaces
• Data analysis capabilities; you use data to validate decisions and drive outcomes (secondary to judgment and adaptability)
• Nice-to-have: Previous experience working within Digital Content, Technical Writing, UX/UI, or Product teams
• A self-driven work ethic and ability to work effectively across global time zones
• Ability to travel up to 10% of time

Basic Qualifications:  

• BA/BS degree or higher in Business Management, Computer Inform