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ServiceNow's APEX (AI, Product, Engineering, and Experience) organization is seeking a Principal Technical Program Manager to lead the company's most critical cross-functional strategic programs. This role operates at the intersection of strategy and execution, directly shaping ServiceNow's trajectory through high-impact program delivery.
In this position, you will drive large-scale, complex initiatives across the APEX Strategic Programs function, translating business objectives into execution strategy and owning projects from conception through operational transition. You'll identify and prioritize programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage. Key responsibilities include organizing ambiguous problems into prioritized milestones and deliverables, developing trusted relationships with senior stakeholders and technical leaders, and establishing governance frameworks for executive-level visibility.
A defining aspect of this role is operating as an AI-native program manager—using AI tools to synthesize intelligence across workstreams, surface risk signals, ensure data-driven decision-making, and provide leadership with actionable, forward-looking intelligence. You will champion AI-native ways of working across the team, evaluating and scaling AI tools that increase throughput and surface insights faster.
You'll develop and implement scalable processes, templates, and training to ensure program delivery and adoption. You'll oversee change management efforts, guiding teams through organizational transitions. Success requires establishing regular stakeholder cadences, holding resources accountable, and serving as the go-to source of leadership, transparency, and visibility—clearly communicating objectives, status, risks, and results while ensuring surgical execution and handoffs.
The ideal candidate brings 12-15+ years of experience driving large-scale, complex global change initiatives in Technical Program Management, Strategic Program Management, M&A integrations, management consulting, or strategy roles in high-stakes environments. You have a proven track record successfully leading large, complex cross-functional programs to completion and navigating ambiguity at scale. You possess a genuine AI-native mindset—curious about how AI improves work, willing to experiment with tools, and thinking critically about genuine utility versus hype. Deep SaaS/enterprise software context is essential; you understand industry constraints, competitive dynamics, and customer priorities. You balance strategic thinking with execution excellence, equally comfortable owning details and unblocking teams. You build trust with senior leaders and technical teams quickly, influence without authority, and keep stakeholders focused on what matters. Clear communication is critical—you distill complex topics into signal and can explain importance to executives, engineers, and anyone in between. Finally, you're self-directed, moving independently while staying organized and maintaining focus.
