Strategic Partnerships, Technical Program Manager

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.