Principal Technical Program Manager- ServiceNow

Elevate your career by steering multi-faceted tech programs, integrating innovative solutions for a dynamic impact across global operations.

As the Principal Technical Program Manager within the ServiceNow team, you will lead our efforts in delivering platform solutions and services to a broad range of corporate functions. You will engage with internal customers to understand their current and future needs, shape the ServiceNow roadmap, and ensure the platform scales effectively to support evolving business requirements.

Job Responsibilities

• Build strong relationships with key platform stakeholders to understand business priorities and strategic objectives.
• Gather, analyze, and prioritize near-term and long-term demand for ServiceNow capabilities with Platform Tenants.
• Serve as the primary point of contact for stakeholder feedback, requirements, and escalations.
• Develop and maintain a multi-year ServiceNow product outlook aligned with tenant roadmaps.
• Prioritize and manage the ServiceNow Platform portfolio, balancing new features, enhancements, and technical debt.
• Define and track key performance indicators (KPIs) to measure platform adoption, tenant satisfaction, and business value.
• Collaborate with architecture, engineering, and operations teams to ensure the platform is scalable, secure, and resilient.
• Anticipate future demand and proactively plan for capacity, integrations, and new module rollouts.
• Lead platform governance, ensuring compliance with Terms of Service and the federated operation model.
• Communicate platform vision, roadmap, and value proposition to stakeholders at all levels.
• Drive user adoption through effective change management, training, and support initiatives.

Required qualifications

• 7+ years of experience in product management, portfolio management, or a related role, with at least 3 years focused on ServiceNow or similar enterprise platforms.
• Proven track record of managing complex technology portfolios and delivering enterprise-scale solutions.
• Strong understanding of ServiceNow modules (e.g., ITSM, HRSD, CSM, ITOM) and platform capabilities.
• Experience working with diverse business functions (e.g., HR, Finance, Legal, Facilities, IT).
• Excellent stakeholder management, communication, and interpersonal skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Experience with agile methodologies and tools.

Preferred qualifications

• Experience in a large, matrixed corporate environment.
• Familiarity with ITIL, Lean, or Six Sigma methodologies.
• Ability to influence and drive change across organizational boundaries.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field; Master’s degree preferred.
• ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist) are a plus.