Technical Program Manager - ServiceNow

Booking.com; Amsterdam; Hybrid; EUR 110,000 - 150,000; Full time

Benefits offered by this job

Paid time off

Hybrid working

Product discounts

Job summary

Booking.com in Amsterdam seeks a Technical Programme Manager - ServiceNow to drive large-scale delivery across product, engineering and operations. This hands-on leader turns ambiguity into structured plans, ownership, and measurable outcomes, guiding complex ServiceNow initiatives from framing to production handover.

You will coordinate multiple teams, manage risks, dependencies and vendors, and use Agile and AI-assisted reporting to improve visibility while maintaining human judgment and

Qualifications

• Significant experience in Senior Project Manager, Program Manager, Senior Program Manager or Technical Programme Manager roles.
• Strong planning, execution, risk-management and dependency-management skills.
• The ability to create integrated plans across multiple technical and business teams.
• Experience with Jira, Confluence or equivalent tools as a reliable delivery system of record.

Responsibilities

• 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.

Skills

Delivery planning

Cross-functional collaboration

Risk management

Jira/Confluence usage

Stakeholder communication

Agile delivery

AI-enabled delivery

Education

PMI/PM Certification

Tools

Jira

Confluence

Job description

Role 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 - ServiceNow 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.

• Amsterdam, Netherlands
• Product

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

This role does not come with relocation assistance.

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

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.