We are seeking an experienced Technical Program Manager (TPM) to lead complex Service Now platform initiatives within our Ignition. In this role, you will drive the execution of large-scale programs composed of multiple projects that improve how employees access and experience IT services at scale. You will work closely with Service Now application developers, system development engineers, product managers, and business stakeholders to deliver scalable solutions including workflows, automations, and integrations on the Service Now platform. You will manage critical dependencies across IT and infrastructure teams while ensuring successful delivery of strategic technology solutions that enhance service delivery across the organization.

• Key job responsibilities
• Project Planning & Execution
  • Own the creation and ongoing management of the project plan (charter, timelines, dependencies, milestones, risks, and budget.)
  • Partner with the Systems Development Manager, TPMs from other teams and Product Managers in Ignition to translate product requirements and technical estimates into executable plans
  • Identify and manage critical path items, blockers, and cross-team dependencies
• Stakeholder Coordination
  • Serve as the central point of coordination across Product, TPM, Engineering, and support functions for project delivery
  • Facilitate collaboration via project standups, milestone checkpoints, and readiness reviews as needed
  • Ensure alignment with the Program Manager and escalate risks that impact broader delivery timelines or dependencies
• Reporting & Communication
  • Deliver timely and clear status updates to stakeholders, including progress, risks, decisions needed, and mitigation plans
  • Contribute to program-level reporting by supplying roll-up inputs to the Program Manager
  • Maintain delivery hygiene through consistent use of reporting tools (e.g., project trackers, Share Point, dashboards)
• Delivery Governance
  • Ensure that all deliverables meet the defined acceptance criteria and quality standards
  • Support UAT coordination and contribute to launch planning in partnership with Product managers, Systems Development manager and the overall technical team.

A day in the life
As a Technical Program Manager for Service Now in Ignition, you'll start your day reviewing project dashboards for multiple Service Now projects—tracking progress on new workflow implementations, integration deployments, and platform enhancements. You'll facilitate a cross-functional scrum of scrums with Service Now developers, AWS middleware engineers, and product managers to align on priorities and resolve dependencies.
Throughout the day, you'll coordinate release management activities, ensuring Service Now deployments are properly sequenced with AWS middleware updates. You'll update project plans to reflect new dependencies discovered during integration testing and manage risk mitigation strategies for upcoming platform upgrades. When blockers emerge—perhaps an API integration issue or a resource constraint—you'll negotiate priorities and find creative paths forward.
Your afternoon includes preparing a status update for senior leadership on the Service Now projects. You'll also spend time on process improvement, streamlining the handoff between development and release management to increase team velocity.
You'll end the day troubleshooting a critical path item with the engineering team, ensuring all stakeholders have visibility into progress, and updating your risk register with mitigation plans for open risks and issues.

Basic Qualifications

• Proficiency with project management tools such as JIRA, Asana, or Service Now's SPM
• Strong risk management and delivery tracking capabilities
• Proven ability to manage the lifecycle of complex cross-functional software technology initiatives involving platform development and integrations
• Strong familiarity with Agile and Scrum methodologies
• Experience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules
• 6+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management
• 6+ years of Technical Project Management experience
• Experience driving business and technical discussions with both technical and non-technical stakeholders

Preferred Qualifications

• Strong technical acumen with ability to understand risks caused by technical complexity in platform architectures and integrations
• Experience managing Service Now platform projects
• Proven ability to unblock teams and increase speed of delivery through process optimization
• Experience with AWS services and cloud-based middleware integrations
• PMP, CSM, or equivalent project management certifications
• Experience supporting release management and troubleshooting production issues in enterprise platforms

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