Note: The job is a remote job and is open to candidates in USA. JLL is a leading global provider of real estate and investment management services, seeking a Senior Technical Program Manager to lead complex initiatives on the ServiceNow platform within the Enterprise Service Management (ESM) portfolio. The role involves overseeing the delivery of ITAM/HAM/SAM, CMDB, and data-centric programs while ensuring strong program governance and stakeholder management.
Responsibilities
- Lead the portfolio of ServiceNow ITAM/HAM/SAM, CMDB, and related integration programs, including audit driven initiatives
- Establish and maintain integrated delivery plans across process, data, integrations, discovery, reporting, and enablement workstreams, accomplishing thru project managers and managing projects themselves
- Own delivery velocity, dependency management, and milestone tracking across global teams
- Proactively manage delivery risk in data centric and audit exposed programs, including CMDB accuracy, reconciliation behavior, and integration dependencies
- Enforce scope discipline and sequencing to prevent uncontrolled expansion before foundational maturity is achieved
- Drive executive decision making through clear articulation of tradeoffs, risks, and impacts
- Drive structured stakeholder engagement across Leadership, Program Sponsors, Enterprise Process Owners, Operational Teams, Security, Infrastructure, and Business Owners
- Partner closely with Enterprise Process Owners who may lack deep ServiceNow functional capability, translating business intent into executable delivery plans
- Act as a stabilizing delivery layer between EPOs, architects, developers, and vendors
- Support the evolution of EPO maturity over time through structured engagement and clear operating models
- Manage executive alignment across AMER, EMEA, and APAC stakeholders operating in a global delivery model
- Coordinate delivery across ServiceNow modules including ITOM, CMDB, ITAM, Vulnerability Response, and integrations with cloud, endpoint, security, and infrastructure tooling
- Ensure alignment with broader platform strategy, roadmap sequencing, demand backlog, and architectural standards
- Maintain high standards for program documentation, decision records, risk logs, and audit artifacts
- Provide concise, executive ready status reporting and escalation
- Ensure program outputs can withstand internal audit, external audit, and executive scrutiny
Skills
- 7+ years of technical program or project management experience in large-scale IT environments
- Demonstrated leadership of ServiceNow HAM / SAM / ITAM / CMDB programs, including audit-driven and full lifecycle implementations, or heavily integrated data platforms
- Strong understanding of integrations, discovery, reconciliation concepts, and audit driven delivery (hands on configuration not required)
- Proven experience delivering highly complex solutions with OOTB core functionality even when focused modules exist, designing governance and controls on the ServiceNow core platform
- Proven ability to operate effectively in environments with evolving functional ownership and platform maturity
- Advanced executive communication, including delivery risk escalation and scope trade-off and de-scoping decisions
- Experience managing global, cross-functional teams across multiple time zones
- Strong background in discovery, Service Graph Connectors and Spokes, custom integrations, and CMDB data quality management
- Experience delivering audit sensitive or compliance driven programs
- Exposure to ServiceNow ITAM, CMDB, ITOM, or Security integrations
- Understanding of infrastructure and application mapping/discovery tools
- Experience in regulated or audit-heavy enterprise environments (real estate, financial services, public sector)
- PMP, CSM, or equivalent certification
Benefits
- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Early access to earned wages through Daily Pay
Company Overview
We’re a leading professional services firm that specializes in real estate and investment management. It was founded in 1783, and is headquartered in Chicago, Illinois, USA, with a workforce of 10001+ employees. Its website is http://www.jll.com/.