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

• 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 escalate 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 status updates
• 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