Strategic Partnerships, Technical Program Manager, Santa Clara

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

About the team:

This role will support the Strategic Partnerships team within Central Product Management. The Strategic Partnerships team works with the leading technology and AI native companies to define a product led partnership motion, including building high value joint solutions and defining the ideal GTM, with an eye to accelerating customers adopting and getting value from AI. Together, we identify high-value opportunities, accelerate business outcomes, and build reusable AI-native solutions that advance the Now AI Platform. The Strategic partnership team is focused on activating strategic partnerships and driving adoption of the joint solutions.

Why This Role Matters:

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. The lines are blurring across platforms, with coopetition being the new normal. The partnerships team sits at the intersection of this coopetition and helps define the better together where applicable.

As a Strategic Partnerships Technical Program Manager, you operate on the frontlines of transformation. You will support ServiceNow’s cross-functional Strategic Partnership teams in organizational direction and structure, build partnerships, unblock delivery challenges, and ensure scalability. Your leadership accelerates innovation and drives repeatable success across industries. You shape internal tooling, build internal relationships, manage the customer portfolio, and cultivate a culture of excellence and impact.

Who You Are:

You are a dynamic and innovative problem-solver who thrives in complex, fast-paced environments. You have a strong analytical mindset while keeping focus on the bigger picture. You have a background managing SDLC processes and a portfolio of projects while keeping a customer-first mentality. You have a passion for AI and scaling innovation. You are curious and knowledgeable on the ecosystem of platforms. You excel at transforming ambiguity into clarity and have hands on experience driving projects/programs end to end.

What You’ll Do:

Manage the Partner Build Portfolio

Manage the portfolio of partner engagements, overseeing phases, delivery timelines, scope, and outcomes for each engagement.
Maintain a single source of truth for engagement progress, risks, and outcomes.
In partnership with Strategic Partnership Leaders, balance priorities across accounts to ensure resources are allocated effectively.
Aggregate engagement learnings to influence and scale go forward engagements.
Organize complex, ambiguous problems into prioritized milestones, deliverables, and success criteria for engagements, translating business objectives into execution strategy (tactical and strategic).
Help manage risks, dependencies and escalate impediments, as well as releases and navigating AI release requirements.

Establish and Maintain Product & Engineering Partnerships + Feedback Loops

Serve as central liaison between Strategic Partnerships, Applied AI FDE, Product, Engineering, Experience (UI/UX) and supporting orgs.
Define and operationalize a structured model for engaging Strategic partnership team and broader APEX org.
Work with Strategic Partnership leaders to translate engagement insights and patterns into actionable product feedback, influencing and tracking engagement to platform innovation progress.
Develop standardized intake templates, RACIs, and collaboration playbooks.

Drive Build Scale & Repeatability

Capture lessons from early engagements (Phase 0 setup through rollout) and codify best practices.
Implement tools, dashboards, and automation to streamline delivery and accelerate engagement impact and velocity.
Drive process improvements and create documentation to promote best practices using automation to replace repeatable, operational tasks.

Create Communication, Visibility & Governance Structure

Centralize and manage all Strategic Partnerships documentation, resources, and operational structure.
Coordinate cross-functional teams to ensure clarity and execution.
Establish consistent reporting cadence for engagement status, metrics, and risks.
Create executive-ready dashboards and summaries for leadership visibility.
Drive internal storytelling on product adoption, innovation velocity, and customer value.
Reinforce transparency, learning, and disciplined scale across the program.
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.

Qualifications

Preferred Qualifications:

10+ years of portfolio/program management experience in mid/large-size software development companies.
A solid understanding of SDLC and release management practices in cloud-based SaaS product organizations.
Prior work delivering AI or intelligent workflow solutions at scale, with proven success in deploying AI solutions that delivered tangible customer impact.
Familiarity with AI governance, compliance, and enterprise security practices.
Up to 25% travel required (Customer Onsite).

Preferred Qualifications:

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.
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.
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.
Strong leadership and relationship building skills to influence and motivate without authority - masterful in the art of bringing people together.
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.
Experience deploying AI solutions to production and skilled at identifying waste/delays in AI end-to-end development, deployment, and release processes is a plus.
Exceptional team building and team management skills, including interpersonal skills, conflict resolution, and negotiation.
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

For positions in this location, we offer a base pay of $221-200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.