Lead Technical Program Manager – ServiceNow

Job Description

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 at JPMorganChase within Infrastructure Platforms  Digital Workflows, you drive the successful delivery of complex ServiceNow-related technology programs that advance business goals across the firm. You lead planning and execution across cross-functional teams, manage dependencies and risk, ensure alignment to delivery standards and controls, and communicate clearly through ambiguity using responsible, validated support from enterprise-authorized AI capabilities where appropriate.

Job Responsibilities 

• Develop and execute integrated program plans (scope, milestones, dependency maps, resourcing, timelines) to deliver on-time outcomes.
• Identify, track, and mitigate program risks/issues; maintain strong RAID discipline and implement contingency plans to protect delivery.
• 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. 
• Partner with engineering, product, operations, and business stakeholders to define objectives, deliverables, success metrics, and acceptance outcomes.
• Drive program governance: establish working rhythms, status reporting, decision logs, and clear escalation paths.
• Manage cross-team dependencies (upstream/downstream systems, platform constraints, release calendars) and coordinate delivery sequencing.
• Track delivery performance using metrics; identify bottlenecks and implement data-driven improvements to execution and throughput.
• Champion agile delivery practices, continuous improvement, and consistent program hygiene across teams.
• Promote reuse-first practices for program artifacts (plans, templates, reporting) and encourage high-quality documentation and traceability.
• Promotes reuse-first, AI-assisted practices for program governance and reporting, ensuring human review and alignment to delivery standards.
• Ensure operational readiness and controlled release execution by coordinating cutovers, communications, and post-release validation.

Required Qualifications, Capabilities, and Skills 

• Experience (or equivalent expertise) in technical program management, leading complex technology projects/programs in a large organization.
• Proven ability to manage end-to-end delivery across SDLC phases (plan/build/test/release/operate) with multiple engineering teams.
• Advanced expertise in stakeholder management, influencing decision-making across cross-functional teams and clients.
• Strong execution discipline: dependency management, critical path planning, and delivery trade-off management.
• Strong risk management skills, including proactive identification, mitigation planning, and escalation based on impact/likelihood.
• Demonstrated ability to apply analytical reasoning and problem-solving to break objectives into structured plans and measurable outcomes.
• Experience managing resources and coordinating high-performing teams in a fast-paced, agile environment.
• Strong written and verbal communication skills, including executive-ready updates and clear status/issue narratives.
• 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. (mandatory)
• Ability to review and validate AI-assisted plans, risks, and recommendations before use, escalating when uncertain and following data handling expectations. 
• Ability to establish and run program governance (cadence, action tracking, decision logs, documentation standards).

Preferred Qualifications, Capabilities, and Skills 

• ServiceNow experience (platform delivery, workflow programs, or ServiceNow ecosystem familiarity).
• Jira expertise (dashboards, program reporting, workflow optimization).
• Experience delivering via Agile/SAFe in platform-based or enterprise workflow environments.
• Familiarity with release management, change governance, and controls in regulated environments.
• Experience coordinating integrations and cross-system dependencies (APIs, events, middleware).
• Cloud familiarity (AWS/Azure concepts) and understanding of operational readiness/production practices.
• Relevant certifications (e.g., PMP, PgMP, CSM/CSPO/SAFe) or equivalent demonstrated leadership.

FEDERAL DEPOSIT INSURANCE ACT

This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase’s review of criminal conviction history, including pretrial diversions or program entries.