Role: FDE/FDA ServiceNow – Technical Program Manager, Applied AI
Location: Remote
Job Description:
About the role
· You will run the delivery engine of our forward-deployed ServiceNow Applied AI pods, embedded onsite with strategic enterprise clients. Architects shape the solution and engineers build it; you make sure it ships on time, delivers measurable value, and becomes a repeatable pattern.
· Enterprise leaders are past AI experiments; they want outcomes. This role turns ambitious AI goals into clear milestones, tight execution and production results on condensed timelines.
· You own each program from first conversation through build, release and successful completion. You manage client relationships, hold the team accountable, and keep executives informed with clear status, risks and decisions.
Who you are
· You are a calm, structured problem-solver who thrives in fast, complex environments. You bring deep SDLC and release management discipline with a customer-first mindset. You turn ambiguity into clarity, care about AI and scaling innovation, and have driven programs end to end.
What you'll do
· You own delivery end to end: Scoping, planning, build, release, adoption and close-out.
Required qualifications:
· 12+ years of project/program management in mid-to-large software, SaaS or IT services organizations.
· 5+ years managing ServiceNow implementation programs (ITSM, HRSD, CSM, ITOM or similar), including at least 2 full-lifecycle go-lives.
· 3+ years delivering AI or intelligent workflow solutions at scale, with tangible customer impact in production.
· Strong grasp of SDLC and release management in cloud-based SaaS environments.
· Working knowledge of AI governance, compliance and enterprise security practices.
· Experience managing client-facing programs with executive stakeholders and multi-vendor teams.
· Able to work onsite at client locations in the US and travel as required; authorized to work in the United States.
Preferred qualifications:
· Strong AI/ML program management practice: planning, schedule management, risk mitigation, dependency and change management, and predictive metrics.
· Hands-on familiarity with Now Assist, AI Agent Studio, AI Control Tower and Virtual Agent delivery.
· Skilled at spotting waste and delays in AI build, deployment and release processes.
· Agile, Scrum or SAFe delivery experience at program or portfolio level.
· Experience in regulated industries: banking, financial services, pharma or healthcare.
· Proven team building and management, including conflict resolution and negotiation.
· Thinks critically about how AI can improve work processes, decisions and problem-solving.
Certifications (good to have):
· Program and delivery
· Project Management Professional (PMP) or Program Management Professional (PgMP)
· SAFe certification (SAFe Agilist, RTE or SPC)
· Certified Scrum Master (CSM), Professional Scrum Master (PSM) or PMI-ACP
· ITIL 4 Foundation or higher
ServiceNow
· Certified System Administrator (CSA)
· Certified Implementation Specialist (CIS) – ITSM, HR Service Delivery or Customer Service Management
· Now Assist suite certification: Now Assist for ITSM, HRSD or CSM
· ServiceNow micro-certifications: AI Agents, AI Control Tower, Virtual Agent
AI and governance
· ISO/IEC 42001 or similar AI-governance training
· A cloud AI credential: Azure AI Fundamentals/Engineer, AWS AI Practitioner or Google Cloud equivalent
Key skills:
Area Skills:
· Program management: Planning, scheduling, RAID management, change control, budget and resource tracking, predictive metrics
· Delivery methods: Agile, Scrum, SAFe, hybrid; SDLC and release management for SaaS
· ServiceNow: Platform lifecycle, update sets, ATF, upgrades, Now Assist, AI Agent Studio, AI Control Tower, Virtual Agent
· AI delivery: AI use-case scoping, readiness checks, evaluation and governance sign-off, adoption and value tracking
· Tools: Jira, Azure DevOps, ServiceNow SPM, Smart sheet, MS Project, Confluence, Power BI or Performance Analytics
1.Client partnership and leadership
· Act as the primary point of contact and escalation for client stakeholders on each AI build.
· Co-innovate with clients to shape AI use cases around their business priorities.
· Build trusted relationships with client technology leaders, sponsors and business owners.
· Run steering committees and executive reviews with clear status, risks and decisions.
2.Program planning and execution
· Turn complex, ambiguous problems into prioritized milestones, deliverables and success criteria.
· Translate business objectives into a tactical plan and a strategic roadmap.
· Drive large, cross-functional, high-visibility AI builds on condensed timelines.
· Coordinate day-to-day work across Architects, Engineers, Developers, product and client teams.
· Hold internal and client resources accountable for their commitments.
3.AI delivery and release management
· Manage the full SDLC for ServiceNow AI work: Now Assist skills, AI Agents, Virtual Agent and integrations.
· Plan releases, upgrades and go-lives using ServiceNow release practices (update sets, ATF, CI/CD, change management).
· Navigate AI release requirements: governance reviews, security sign-off, data privacy and responsible-AI checks.
· Anticipate and remove blockers, especially in AI/ML deployment, data readiness and environment access.
4.Risk, governance and reporting
· Track risks, dependencies, issues and changes; escalate early with options.
· Partner with AI governance and security teams on AI Control Tower, guardrails and audit requirements.
· Build dashboards and status reports that give clients and leadership full transparency.
· Measure adoption and value after go-live (deflection, handle time, productivity, user adoption).
5.Practice building and continuous improvement
· Turn each success into a reusable delivery pattern, playbook or accelerator.
· Improve processes and automate repeatable operational tasks.
· Document best practices for AI program delivery across pods.
· Give and seek feedback to build an open, collaborative culture.
Communication and leadership
· Communicates status, risks, changes and decisions clearly to engineers and executives alike.
· Influences and motivates without authority; brings people together across functions and companies.
· Facilitates planning sessions, standups, retros, demos and steering committees with high quality.
· Handles conflict, negotiation and difficult conversations with clients and partners.
· Builds and leads teams with strong interpersonal skills and a drive for continuous improvement.
Who thrives in this role
· You turn ambiguity into a clear plan and keep the big picture in view.
· You move fast on condensed timelines without losing quality.
· You care about measurable outcomes, not just on-time delivery.
· You enjoy working with many personalities across technical and business teams.
· You are energized by being onsite, close to the work and the people.
