ServiceNow – Technical Program Manager

Glansa Associates; United States; On-site; USD 130,000 - 210,000; Full time

Job summary

Glansa Associates seeks a seasoned FDE ServiceNow – Technical Program Manager (Applied AI) to lead complex AI-enabled service delivery programs for client environments in the United States. You will manage cross-functional teams, coordinate with stakeholders, and ensure successful deployments of AI-driven workflows on the ServiceNow platform.

The role requires 10+ years in program management, 3+ years with ServiceNow programs, strong SDLC expertise, and active certifications.

Qualifications

• 10+ years in project or program management for software delivery or SaaS.
• 3+ years managing ServiceNow programs or implementations.
• Deep understanding of SDLC and release management for cloud-based SaaS platforms.
• Delivered AI or intelligent-workflow solutions with measurable client impact.
• Familiarity with AI governance, compliance, and enterprise security practices.
• Strong program management: planning, schedule management, risk/dependency management, change management, and predictive metrics.
• Able to work onsite at client locations in the US and travel as required; authorized to work in the United States.

Responsibilities

• Turn ambiguity into a clear plan and keep the big picture in view.
• Lead fast-moving builds where AI meets real business problems.
• Spot waste and delay in AI delivery and fix them.
• Be energized by being onsite, close to the work and the people.

Skills

PM and program management

ServiceNow programs

SDLC and release management

AI governance / security

Executive communication

Facilitation / negotiation

Travel to client locations

Education

PMP or PgMP

Agile credential (SAFe / PMI-ACP / CSM)

Tools

ServiceNow SPM

Jira

Azure DevOps

Smartsheet

MS Project

Job description

FDE ServiceNow – Technical Program Manager (Applied AI)

Job Description

Required qualifications

• 10+ years of project or program management experience in software delivery, consulting, or SaaS organizations.
• 3+ years managing ServiceNow programs or implementations.
• Solid understanding of SDLC and release management for cloud-based SaaS platforms.
• Delivered AI or intelligent-workflow solutions into production with measurable client impact.
• Familiarity with AI governance, compliance, and enterprise security practices.
• Strong program management practice: planning, schedule management, risk and dependency management, change management, and predictive metrics.
• Able to work onsite at client locations in the US and travel as required; authorized to work in the United States.

• Solid verbal communication: clearly communicates status, risks, decisions, and trade-offs to engineers, LOB leaders, and executives; leads build events and steering meetings with confidence.
• Solid written communication: writes clear plans, status reports, executive summaries, risk logs, release notes, and post-incident reviews.
• Influences and motivates without authority; brings people with different styles and priorities together.
• Skilled in facilitation, conflict resolution, and negotiation.

Required certifications

Candidates must hold the following active certifications:

• PMP or PgMP — or an equivalent program-management credential (PRINCE2 Practitioner, MSP).
• One Agile credential — SAFe (SA, RTE, or SPC), PMI-ACP, or Certified ScrumMaster.

Preferred certifications

• Certified System Administrator (CSA) — platform foundation.
• A Now Assist suite certification — Now Assist for ITSM, HRSD, or CSM.
• ServiceNow micro-certifications: AI Agents, AI Control Tower.
• ServiceNow Process and Platform Owner certification.
• ITIL 4 Foundation (Managing Professional preferred).
• ISO/IEC 42001 or similar AI-governance training.

Technical skills

• AI delivery: AI/ML development lifecycle, model and prompt evaluation, AI release readiness, responsible-AI review.
• ServiceNow: working knowledge of Now Assist, AI Agents, AI Control Tower, and the implementation and upgrade lifecycle.
• Delivery: Agile and hybrid delivery, release management, RAID management, dependency mapping.
• Tools: ServiceNow SPM, Jira, Azure DevOps, Smartsheet, or MS Project; dashboards and reporting.

Who thrives in this role

• You turn ambiguity into a clear plan and keep the big picture in view.
• You enjoy fast-moving builds where AI meets real business problems.
• You spot waste and delay in AI delivery and fix them.
• You are energized by being onsite, close to the work and the people.