Technical Program Manager - ServiceNow

Position Title: Technical Program Manager, ServiceNow

Location: Dallas, TX

Your role

We are seeking a highly motivated and experienced Technical Program Manager (TPM) to join our team, reporting directly to the Senior Director, Employee Platforms. In this role, you will be the central point of contact for complex, cross-functional programs focused on the ServiceNow platform. You will ensure the successful delivery of new and enhanced IT services and digital workflows that meet the needs of our global workforce. You will bridge the gap between business stakeholders, IT partners, development teams, and vendors, driving programs from conception to launch and beyond with a specific focus on IT Service Delivery.

What you’ll do

• Program Leadership & Strategy: Define, scope, and drive large-scale, complex technical programs related to the ServiceNow platform, with a specific emphasis on modules like IT Service Management (ITSM), IT Operations Management (ITOM), and Employee Service Management. You will collaborate with IT leadership, development teams, and other business stakeholders to define program goals, technical requirements, and success metrics. You will also develop and manage comprehensive program plans, including timelines, milestones, and resource allocation.
• Execution & Delivery: Lead and facilitate program execution, coordinating efforts across multiple teams and stakeholders. You will proactively identify and mitigate risks and roadblocks to ensure program success and implement program management best practices. As the primary point of contact for program status, you will provide regular updates to senior leadership and stakeholders.
• Communication & Stakeholder Management: Act as the key interface between IT business partners and the technical development teams. You will communicate complex technical concepts to non-technical audiences and business requirements to technical teams. You will establish strong, collaborative relationships with all stakeholders, managing expectations and ensuring alignment on program objectives.
• Technical Acumen: Develop a deep understanding of the ServiceNow platform's capabilities, including integrations, data flows, and security requirements. You will partner with development teams to ensure technical solutions are scalable, secure, and maintainable. You'll also assess and evaluate new technologies or vendor solutions, providing technical recommendations based on business needs. A solid understanding of IT Service Delivery processes based on ITIL is essential.

What you’ll need

• Education & Experience: Bachelor's degree in Computer Science, Engineering, Business, or a related field. 5+ years of experience as a Technical Program Manager or a similar role, with a focus on enterprise software or applications.
• Core Competencies: Proven experience managing large-scale, complex technical programs with multiple stakeholders. Strong understanding of software development life cycles (SDLC), agile methodologies, and project management tools (e.g., JIRA, Confluence, Asana, Smartsheet).
• ServiceNow Expertise: Hands-on experience with the ServiceNow platform is required. You should have a strong understanding of its architecture and a proven track record of managing projects, particularly with a focus on IT Service Management (ITSM).
• Communication Skills: Excellent communication, interpersonal, and stakeholder management skills. Demonstrated ability to drive alignment across diverse teams and levels of the organization.
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to think strategically and execute tactically.

Preferred Qualifications

• Familiarity with ITIL v3 or v4 frameworks, with a certification a significant plus.
• Experience with other ServiceNow modules such as IT Operations Management (ITOM), HR Service Delivery, or Customer Service Management (CSM).
• Experience working in a rapidly growing and fast-paced environment.
• PMP, PgMP, or other relevant program management certifications.
• Experience with enterprise integrations (e.g., APIs, data warehousing, SSO).

A bit about us

Digital Realty brings companies and data together by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx®) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of 300+ facilities in 50+ metros across 28 countries on six continents.

To learn more about Digital Realty, please visit digitalrealty.com or follow us on LinkedIn and X.

A bit about our Digital

Our IT team is at the heart of our business. We develop infrastructures, design and build networks, support servers and provide the first line of support by delivering rich connectivity for our customers. With new data centers coming online all the time, it’s a rapidly changing technical environment so our team is always ready to innovate and take the lead on projects. We constantly develop, deploy and support vital networks and data services that drive business performance and improve life for customers around the globe.

What we can offer you

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers.

Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

Our Compensation Philosophy

Digital Realty offers its employees a highly competitive compensation package, excellent benefits, and an environment that recognizes and rewards your contributions. Central to our compensation philosophy is rewarding our employees for achieving the values and objectives aligned to the company's overall goals and values.

This is an exciting time to join our business so apply now and make your mark on our future.

Notes:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Digital Realty is an equal opportunity employer, EOE/AA/M/F/Vets/Disabled. All applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability or protected veteran status, or other status protected by law or Company policy.

Digital Realty is a publicly traded company (NYSE: DLR) with investment grade ratings from all three major ratings agencies.

Please do not forward unsolicited resumes to any employee of Digital Realty and its subsidiaries. Digital Realty is not responsible for any fees related to unsolicited referrals.