Job Description

As a Lead Technical Program Manager at JPMorganChase within Infrastructure Platforms  Digital Workflows, you drive the successful delivery of complex ServiceNow-related technology programs that advance business goals across the firm. You lead planning and execution across cross-functional teams, manage dependencies and risk, ensure alignment to delivery standards and controls, and communicate clearly through ambiguity using responsible, validated support from enterprise-authorized AI capabilities where appropriate.

Job Responsibilities 

• Develop and execute integrated program plans (scope, milestones, dependency maps, resourcing, timelines) to deliver on-time outcomes.
• Identify, track, and mitigate program risks/issues; maintain strong RAID discipline and implement contingency plans to protect delivery.
• Uses enterprise-authorized AI capabilities within the work environment to accelerate program planning and risk synthesis (e.g., consolidating inputs into integrated plans, RAID, and executive-ready updates), validating outputs and handling data according to sensitivity requirements. 
• Partner with engineering, product, operations, and business stakeholders to define objectives, deliverables, success metrics, and acceptance outcomes.
• Drive program governance: establish working rhythms, status reporting, decision logs, and clear escalation paths.
• Manage cross-team dependencies (upstream/downstream systems, platform constraints, release calendars) and coordinate delivery sequencing.
• Track delivery performance using metrics; identify bottlenecks and implement data-driven improvements to execution and throughput.
• Champion agile delivery practices, continuous improvement, and consistent program hygiene across teams.
• Promote reuse-first practices for program artifacts (plans, templates, reporting) and encourage high-quality documentation and traceability.
• Promotes reuse-first, AI-assisted practices for program governance and reporting, ensuring human review and alignment to delivery standards.
• Ensure operational readiness and controlled release execution by coordinating cutovers, communications, and post-release validation.

Required Qualifications, Capabilities, and Skills 

• Experience (or equivalent expertise) in technical program management, leading complex technology projects/programs in a large organization.
• Proven ability to manage end-to-end delivery across SDLC phases (plan/build/test/release/operate) with multiple engineering teams.
• Advanced expertise in stakeholder management, influencing decision-making across cross-functional teams and clients.
• Strong execution discipline: dependency management, critical path planning, and delivery trade-off management.
• Strong risk management skills, including proactive identification, mitigation planning, and escalation based on impact/likelihood.
• Demonstrated ability to apply analytical reasoning and problem-solving to break objectives into structured plans and measurable outcomes.
• Experience managing resources and coordinating high-performing teams in a fast-paced, agile environment.
• Strong written and verbal communication skills, including executive-ready updates and clear status/issue narratives.
• Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support program management workflows with strong validation habits and awareness of data sensitivity. (mandatory)
• Ability to review and validate AI-assisted plans, risks, and recommendations before use, escalating when uncertain and following data handling expectations. 
• Ability to establish and run program governance (cadence, action tracking, decision logs, documentation standards).

Preferred Qualifications, Capabilities, and Skills 

• ServiceNow experience (platform delivery, workflow programs, or ServiceNow ecosystem familiarity).
• Jira expertise (dashboards, program reporting, workflow optimization).
• Experience delivering via Agile/SAFe in platform-based or enterprise workflow environments.
• Familiarity with release management, change governance, and controls in regulated environments.
• Experience coordinating integrations and cross-system dependencies (APIs, events, middleware).
• Cloud familiarity (AWS/Azure concepts) and understanding of operational readiness/production practices.
• Relevant certifications (e.g., PMP, PgMP, CSM/CSPO/SAFe) or equivalent demonstrated leadership.