ServiceNow - TPM

Booking Holdings, Inc.; Amsterdam; Hybrid; EUR 90,000 - 150,000; Full time

Benefits offered by this job

Hybrid work

Paid time off

Product discounts

Job summary

Booking.com is seeking a Technical Programme Manager to drive large-scale ServiceNow delivery. You will turn ambiguity into structured, governed delivery, leading multi-team workstreams from framing to handover and value review.

The role requires strong planning, risk management, and the ability to influence without formal authority across Product, Engineering, Security, and Operations. Hybrid work is supported.

Qualifications

• Significant experience in Senior Project Manager, Program Manager, Senior Program Manager or Technical Programme Manager roles.
• Approximately five or more years in programme or project-management, with some ownership of technical programmes.
• Experience delivering complex, cross-functional enterprise technology change.

Responsibilities

• Convert ambiguous goals into integrated plans, milestones, and delivery cadence.
• Own complex ServiceNow projects and programme workstreams end to end.
• Coordinate Product, Engineering, Architecture, QA, Operations and vendors.
• Manage risks, issues, assumptions, dependencies and decisions with clear owners.
• Make delivery health visible through Jira, Confluence and stakeholder communication.
• Ensure production readiness and smooth handover after go-live.

Skills

Programme management

Cross-functional collaboration

Agile delivery

Stakeholder management

Jira/Confluence

Communication

Leadership without authority

Tools

Jira

Confluence

Job description

About Us:

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

About our team:

Booking.com's ServiceNow Platform is evolving from a reactive tool-support function into a governed, domain-led enterprise programme. The platform enables workflow, data, integrations, automation and AI-enabled capabilities across multiple business domains.

Role overview:

We are looking for a Technical Programme Manager to help us deliver this change at scale.

This is a hands-on role for someone who enjoys turning ambiguity into structured, governed delivery. You will lead complex ServiceNow implementation work streams from problem framing through planning, delivery, launch, hypercare, operational handover and value review.

You will not just maintain a project plan or produce status updates. You will create clarity, drive decisions, manage dependencies and help teams deliver sustainable outcomes for Booking.com.

Key Job Responsibilities and Duties:

• Convert ambiguous goals into integrated plans, milestones, critical paths and delivery cadence.
• Own complex ServiceNow projects and programme workstreams end to end.
• Coordinate Product, Engineering, Architecture, QA, Operations, business stakeholders and vendors.
• Manage risks, issues, assumptions, dependencies and decisions, with clear owners and escalation paths.
• Make delivery health visible through Jira, Confluence and evidence-based stakeholder communication.
• Connect process change, configuration or development, integrations, data, testing, communications, training, adoption and operational readiness into one delivery plan.
• Drive decisions when work is blocked rather than simply reporting the blocker.
• Manage vendors against scope, milestones, quality, acceptance criteria and knowledge transfer.
• Ensure initiatives are ready for production, supported after go-live and able to exit hypercare sustainably.
• Protect engineering capacity by making planned delivery, KTLO and unplanned demand visible.
• Use pragmatic Agile, hybrid and programme-management practices appropriate to the work.
• Use AI tools and automation thoughtfully to improve reporting, trend analysis, risk detection and stakeholder communication while retaining human judgement and accountability.
• Share reusable delivery patterns, lessons learned and improvements with the wider TPM community.

Role Qualifications and Requirements:

• Significant experience in Senior Project Manager, Program Manager, Senior Program Manager or Technical Programme Manager roles.
• Approximately five or more years of programme or project-management experience, including meaningful ownership of technical programmes. Two or more years in a clearly technical programme-management role is preferred.
• Experience delivering complex, cross-functional enterprise technology change.
• Strong planning, execution, risk-management and dependency-management skills.
• The ability to create integrated plans across multiple technical and business teams.
• Experience working with Product, Engineering, Architecture, Security, Risk, Compliance, QA, Operations and business stakeholders.
• The confidence to influence, challenge and resolve conflict without formal authority.
• Strong written and verbal communication, from working-team discussions to senior leadership updates.
• Experience with testing, release, production readiness, operational handover and early-life support.
• Comfort using Jira, Confluence or equivalent tools as a reliable delivery system of record.
• A track record of taking personal ownership for outcomes, including difficult trade-offs, missed commitments, escalations and lessons learned.

Nice-to-Have Skills:

• ServiceNow experience, particularly ITOM, ITAM, ITSM, Now Assist, WSD or LSD.
• Experience with CMDB, CSDM, enterprise data quality, data modelling or asset management.
• Experience delivering integrations involving APIs, data contracts, bi-directional synchronisation or multiple enterprise systems.
• Experience with regulated change, auditability, control evidence, financial services or DORA / ITDR-related environments.
• Experience managing implementation partners or blended internal and vendor teams.
• Experience with Jira Advanced Roadmaps, Jira Align or equivalent portfolio tooling.
• Experience with adoption, communications, training and operating-model change.
• Experience connecting delivery outcomes to OKRs, KPIs, value cases or benefits realisation.
• ITIL, PMP, PgMP, PMI-ACP, PRINCE2, SAFe, Scrum or Lean Six Sigma certification.

ServiceNow expertise is valuable, but it is not the only route into this role. We are interested in strong enterprise-platform, workflow, data, automation or AI-enabled change leaders who can demonstrate the delivery craft required for the role.

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Diversity, Equity and Inclusion (DEI) at Booking.com:

Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech."

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

The role does not require a coding test. We are looking for technical fluency and delivery judgement rather than software implementation.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.