Technical Program Manager (Forward Deployed Engineering, Applied Artificial Intelligence)

ServiceNow; Santa Clara (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

ServiceNow in Santa Clara, CA seeks an experienced FDE Technical Program Manager to drive AI solution programs from concept through delivery. You will partner with engineers, product managers, designers, and customers to deliver scalable AI systems that address mission-critical challenges and accelerate time to value.

You’ll organize complex problems into milestones, manage risks, and ensure alignment with executive stakeholders.

Qualifications

• 8+ years of project/program management in mid/large software firms.
• Experience delivering AI or intelligent workflow solutions at scale.
• Strong collaboration and communication across executives and teams.
• Background managing SDLC processes with customer-first mindset.
• Experience deploying AI solutions to production and measuring impact.

Responsibilities

• Lead cross-functional AI software development builds on tight timelines.
• Translate business objectives into execution strategy and milestones.
• Collaborate with customers, engineers, product managers, and designers.
• Identify and mitigate risks, dependencies, and impediments.
• Create documentation and dashboards to promote best practices.
• Travel occasionally as required.

Skills

SDLC

AI/ML deployment

Cross-functional collaboration

Stakeholder management

Program management

Risk management

Leadership

Release management

Tools

Agile / Scrum

Dashboard reporting

SDLC tooling

Job description

• Enterprise leaders aren’t just experimenting with AI—they’re demanding outcomes
• The next wave of adoption will be led by those who can move fast, deliver measurable value, and transform 1-off wins into repeatable success
• As a FDE Technical Program Manager, you operate on the frontlines of transformation
• You will support ServiceNow’s cross-functional Forward Deployed Engineering (FDE) teams in building and delivering intelligent, scalable AI solutions that solve our customers’ most mission-critical challenges
• You’ll work in a fast-paced environment as our FDE team partners with key strategic customers to accelerate time to value
• You will provide a proactive, strategic perspective, manage customer relationships, and drive tactical execution from initial conception through FDE build development, delivery, and successful completion
• Work seamlessly with software engineers, product managers, product designers, and customers, to deliver intelligent systems that address mission-critical challenges using AI
• Collaborate directly with customers to co-innovate AI solutions tailored to their needs, acting as the first point of contact or escalation
• Develop trusted relationships with key internal and external technology leaders and stakeholders to drive focus on the strategic build objectives and optimize build delivery - this includes supporting and holding resources accountable for their responsibilities within the build
• Drive large scale, cross-functional, high visibility AI software development builds on condensed timelines
• Organize complex, ambiguous problems into prioritized milestones, deliverables,and success criteria for your builds, translating business objectives into execution strategy (tactical and strategic)
• Anticipate and remove obstacles that slow down or prevent builds from delivering on objectives, especially on the AI/ML deployment front
• Help manage risks, dependencies and elevate impediments, as well as releases and navigating AI release requirements
• Drive process improvements and create documentation to promote best practices using automation to replace repeatable, operational tasks
• Coordinate day to day activities required to deliver a great solution on time, as well as create transparency through reports, dashboards, and statusupdates
• Seek to continuously grow by proactively seeking and embracing constructive feedback, as well as provide feedback to colleagues to encourage an open and collaborative culture

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

You have a passion for AI and scaling innovation

You have a strong analytical mindset while still keeping focus on the bigger picture

You are a dynamic and innovative problem-solver who thrives in complex, fast-paced environments

You have a background managing SDLC processes while keeping a customer-first mentality

You excel at transforming ambiguity into clarity and have hands on experience driving projects/programs end to end

Preferred Qualifications: Familiarity with AI governance, compliance, and enterprise security practices

This role includes occasional travel

Experience deploying AI solutions to production and skilled at identifying waste/delays in AI end-to-end development, deployment, and release processes

Strong facilitation skills to lead/drive a variety of build events, with a high regard for quality, drive for continuous improvement across the organization, and ability to keep the big picture in view

Prior work delivering AI or intelligent workflow solutions at scale, with proven success in deploying AI solutions that delivered tangible customer impact

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving

Outstanding collaboration and communication skills - clearly communicate changes, requests, and deadlines to the teams and risks, status, progress, and decisions to a variety of audiences including executives

Exceptional team building and team management skills, including interpersonal skills, conflict resolution, and negotiation

Passion for working with people in technical and innovative environments, with the ability to work well with many different types of personalities in various functions

A solid understanding of SDLC and release management practices in cloud-based SaaS product organizations

Strong leadership and relationship building skills to influence and motivate without authority - masterful in the art of bringing people together

8+ years of project/program management experience in mid/large size software development companies

Demonstrated competence in key AI/ML software engineering program management best practices: program planning, schedule construction and management; risk assessment & mitigation, dependency management, change management, and predictive metrics