ServiceNow

Sr. Manager, Technical Program Management, Experience Team

ServiceNow • $171K — $300K *
San Diego, CA 92154In-Person
Enterprise Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 6+ years in leadership and program management, with at least 4 years leading teams; non-traditional backgrounds encouraged.
  • Proven experience managing large-scale, cross-functional programs in complex problem spaces.
  • Strong stakeholder management skills; capable of leading without formal authority.
  • Expertise in using AI to enhance decision-making and problem-solving processes.
  • Exceptional communication skills across various organizational levels.
  • Solid background in creating engaging employee experiences and driving job satisfaction.
  • Data-oriented approach for validating decisions and achieving outcomes.

Responsibilities

  • Coach and develop a globally distributed team of 5 direct reports to navigate complex programs.
  • Build cohesion among teams by managing technical programs across multiple departments.
  • Own the end-to-end delivery of enterprise programs, balancing execution and adaptability.
  • Lead teams through ambiguous situations, modeling decision-making with incomplete information.
  • Shape best practices for technical program management in a matrix environment to optimize scalability.
  • Align business requirements with tooling, analytics, and communication strategies.

Benefits

  • Flexible work options, including remote work possibilities.
  • Health plans, including flexible spending accounts.
  • 401(k) Plan with company match.
  • Employee Stock Purchase Plan (ESPP) and matching donations.
  • Flexible time-away programs and family leave.
Full Job Description
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 Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
  • Experience working on and managing large projects or programs with cross-functional teams.
  • Deliver solutions and strategies while mitigating or removing obstacles.
  • Experience utilizing software to keep projects organized, track metrics, and report on progress.


For positions in this location, we offer a base pay of $171,900 - $300,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at ServiceNow.

ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at ServiceNow

More Enterprise Technology Jobs

Find similar Sr. Manager, Technical Program Management, Experience Team jobs:

NationwideSan Diego, CA