Technical Program Manager, Enterprise Applications

Role Overview

This position is central to the Enterprise Applications team, driving the evolution of the organization's IT support model by managing system enhancements and integrations on the ServiceNow platform. Day-to-day, the Technical Program Manager leads the full lifecycle of enhancement and integration projects, coordinates release schedules with engineering teams, and ensures every technical deliverable is thoroughly documented, tested, and ready for production. The work matters because it directly shapes how the organization scales its support operations, enabling smoother workflows and more reliable systems across the business.

Key Responsibilities

• Own the end-to-end delivery of ServiceNow enhancement and integration projects, from requirements through deployment, ensuring alignment with broader IT support model goals.
• Act as scrum master for multiple agile teams, facilitating sprint planning, daily stand-ups, backlog grooming, and retrospectives, while removing blockers that impede progress.
• Translate business requirements into clear technical specifications by collaborating closely with solution architects, developers, and business system analysts.
• Manage cross-system dependencies and integration risks across concurrent workstreams, developing mitigation plans and tracking them through to resolution.
• Maintain and continuously update program roadmaps, work plans, status reports, and risk registers, ensuring transparency for stakeholders up to the senior executive level.
• Coordinate with vendor and third-party integration partners to ensure all deliverables meet the organization’s data quality, security, and compliance standards.
• Document technical and organizational needs across multiple departments, converting them into actionable program requirements and clear project tasks.
• Lead cross-functional, multi-disciplinary teams through every phase of the software development lifecycle, including design, build, testing, and deployment.

Requirements & Qualifications

• 3–6 years of demonstrable experience managing technical projects, system enhancements, or data/system integrations in a hands-on program management capacity.
• Solid track record of applying program management principles to technical projects with a strong results orientation.
• Proven ability to facilitate agile scrum ceremonies as a scrum master, including sprint planning, stand-ups, backlog grooming, and retrospectives.
• Working knowledge of system architecture and data flows, sufficient to translate business needs into technical specs and communicate effectively with engineers and architects.
• Experience using project management and collaboration tools such as Jira, Monday.com, Trello, or MS Azure DevOps to manage and monitor project activities.
• Ability to lead teams through ambiguity, redefine scope as needed, and maintain momentum when requirements shift or technical challenges arise.
• Excellent verbal and written communication skills, with the capacity to tailor messaging for technical teams, business users, and senior leadership.
• Strong proficiency in Microsoft PowerPoint, Excel, Visio, or equivalent diagramming and reporting tools to produce high-quality technical work products.
• A self-starter mindset with the resourcefulness to identify unique solutions independently and drive projects forward with limited guidance.
• Prior global NGO experience preferred, with the ability to quickly learn humanitarian aid program areas such as supply chain, grant proposals, and procurement.