Leads end-to-end delivery of ServiceNow and infrastructure platform initiatives across multiple teams. Develops execution plans, manages dependencies, risks, issues, scope, releases, change controls, and Agile delivery routines. Maintains Jira delivery visibility, coordinates testing and deployments, and provides executive-ready reporting. Partners with product, engineering, architecture, QA, operations, and risk stakeholders in a regulated environment. Uses authorized AI tools to support planning and governance while validating outputs and protecting sensitive data.
Leverage your deep technical expertise and leadership to guide cutting-edge projects, fostering growth and innovation in a dynamic environment.
As a Lead Technical Program Manager in Infrastructure Platforms team, you will lead the end-to-end delivery of strategic platform initiatives that improve service experiences, operational efficiency, and control outcomes across the firm. You will partner closely with Product Owners, Platform Engineering, Architecture, QA, Release/Change Management, Operations/Support, and Risk/Controls stakeholders to deliver high-quality outcomes with predictable execution and strong governance. This role is suited to a delivery leader who can operate in a matrixed environment, drive alignment across teams, proactively manage dependencies, and balance speed with appropriate control discipline in a regulated setting. As a subject matter expert, you will contribute to the development of operational plans and risk management strategies, ensuring the highest quality and professionalism in service delivery.
Job responsibilities
As a Lead Technical Program Manager in Infrastructure Platforms team, you will lead the end-to-end delivery of strategic platform initiatives that improve service experiences, operational efficiency, and control outcomes across the firm. You will partner closely with Product Owners, Platform Engineering, Architecture, QA, Release/Change Management, Operations/Support, and Risk/Controls stakeholders to deliver high-quality outcomes with predictable execution and strong governance. This role is suited to a delivery leader who can operate in a matrixed environment, drive alignment across teams, proactively manage dependencies, and balance speed with appropriate control discipline in a regulated setting. As a subject matter expert, you will contribute to the development of operational plans and risk management strategies, ensuring the highest quality and professionalism in service delivery.
Job responsibilities
- Develop and execute comprehensive project plans, incorporating technical requirements, resource allocation, and timelines to ensure on-time delivery of technology solutions
- Own end-to-end delivery for a portfolio of ServiceNow initiatives, including new capabilities, enhancements, integrations, remediation, and platform modernization.
- Translate product roadmaps and priorities into executable delivery plans covering milestones, releases, environments, resourcing, and dependency mapping.
- Drive delivery predictability through scope management, sequencing, estimation support, and change control where applicable.
- Lead cross-functional delivery across multiple squads/teams, ensuring clear roles, accountable execution, and timely decision-making.
- Proactively manage RAID (risks, assumptions, issues, dependencies) with clear owners, mitigations, dates, and escalation paths.
- Facilitate core delivery routines across Agile and hybrid models (planning, refinement, sprint/release tracking, reviews, retrospectives) with measurable, action-oriented outcomes.
- Establish and maintain delivery visibility and hygiene in Jira, using data to surface trends and early warning signals (e.g., scope churn, defect leakage, cycle time increases, missed dependencies).
- Coordinate releases, deployments, and controlled change activities, ensuring readiness across environments, testing, approvals, communications, operational handoffs, and post-release stabilization.
- Uses enterprise-authorized AI capabilities within the work environment to accelerate program planning and risk synthesis (e.g., consolidating inputs into integrated plans, RAID, and executive-ready updates), validating outputs and handling data according to sensitivity requirements.
- Promotes reuse-first, AI-assisted practices for program governance and reporting, ensuring human review and alignment to delivery standards.
Required qualifications, capabilities, and skills
- Formal training or certification on technical program management concepts and 5+ years applied experience
- 8+ years of experience in delivery management, program management, or technology/platform execution roles delivering complex initiatives end-to-end.
- 3+ years leading cross-functional delivery across multiple teams and dependencies, including stakeholder communication and escalation management.
- Experience operating in Agile and/or hybrid delivery environments, partnering with product and engineering teams across the SDLC.
- Strong hands-on experience using Jira for delivery execution, reporting, and delivery hygiene (backlog health, acceptance criteria, sprint/release tracking, dashboards/metrics).
- Working familiarity with Bitbucket-supported delivery practices (pull request/merge coordination, branching and release tagging in partnership with engineering).
- Experience coordinating releases and change management in a controlled environment (planning, approvals, change windows, cutover, validation, stabilization).
- Proven ability to influence without authority, drive alignment in a matrixed organization, and convert ambiguity into a clear execution plan.
- Strong written and verbal communication skills, including executive-ready status reporting, risk/issue framing, and decision asks.
- Demonstrated experience using enterprise-authorized AI capabilities within the work environment to support program management workflows with strong validation habits and awareness of data sensitivity.
- Ability to review and validate AI-assisted plans, risks, and recommendations before use, escalating when uncertain and following data handling expectations.
Preferred qualifications, capabilities, and skills
- Deliver ServiceNow platform initiatives and modernization efforts.
- Lead complex integrations (APIs, middleware patterns), including identity/access dependencies and data quality improvements (e.g., CMDB).
- Partner with run/support functions (incident, problem, change) to reduce post-release issues and improve operational outcomes.
- Coordinate delivery across global teams and multi-region releases.
- Apply AI tools and agents to streamline delivery activities (e.g., status updates, meeting summaries, risk signals, documentation) with appropriate governance and controls.
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