Technical Program Manager, Forward Deployed Engineering- Applied AI

ServiceNow's Applied AI Forward Deployed Engineering (FDE) team partners with the most strategic customers to build intelligent, scalable AI solutions that solve mission-critical challenges. The Technical Program Manager, Forward Deployed Engineering- Applied AI supports cross-functional FDE teams in building and delivering AI solutions, from initial conception through FDE build development, delivery, and successful completion, while managing customer relationships and driving tactical execution.

Responsibilities

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 strategic build objectives and optimize build delivery, including supporting and holding resources accountable; 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, translating business objectives into execution strategy; 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 to deliver a solution on time, and create transparency through reports, dashboards, and status updates; Seek continuous growth by embracing constructive feedback and providing feedback to colleagues to encourage an open and collaborative culture

Requirements

10+ years of project/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; Occasional travel

Nice to have

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; Passion for working with people in technical and innovative environments; Strong leadership and relationship building skills to influence and motivate without authority; Strong facilitation skills to lead/drive a variety of build events, with a high regard for quality and drive for continuous improvement; Experience deploying AI solutions to production and skilled at identifying waste/delays in AI end-to-end development, deployment, and release processes; Exceptional team building and team management skills, including conflict resolution and negotiation; Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving