Jll
real estate
SeniorTechnicalProgramManager–ServiceNowESM
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“Senior Technical Program Manager – ServiceNow ESM at Jll. Skills: ServiceNow ESM, ITAM/HAM/SAM, CMDB, Data-Centric Programs, Technical Program Management, Enterprise Scale Initiatives, Global Delivery Model. Lead end to end delivery 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”
What You'll Achieve.
Delivery success; Program governance; Technical fluency; Disciplined risk management; CMDB accuracy; Reconciliation behavior; Integration dependencies; Foundational maturity achieved; Program outputs can withstand internal audit, external audit, and executive scrutiny
Industry & Context.
Disciplined risk management; Proactive risk management; Translating business intent into executable delivery plans; Challenging unrealistic expectations with data and clarity
Must be authorized to work in the United States without sponsorship, Primary alignment to US Central Time, Supporting global time zones
What They're Looking For.
Must Have
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, 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
Nice to Have
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
What You'll Do.
Lead end to end delivery of ServiceNow ITAM/HAM/SAM
and related integration programs
including audit driven initiatives
Establish and maintain integrated delivery plans across process
and enablement workstreams
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
Drive structured stakeholder engagement across Leadership
Enterprise Process 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
Support the evolution of EPO maturity over time through structured engagement and clear operating models
Manage executive alignment across US
and APAC stakeholders operating in a global delivery model
Coordinate delivery across ServiceNow modules including ITOM
Vulnerability Response
and integrations with cloud
and infrastructure tooling
Ensure alignment with broader platform strategy
and architectural standards
Maintain high standards for program documentation
executive ready status reporting and escalation
Ensure program outputs can withstand internal audit
and executive scrutiny
How You'll Work.
Team & Collaboration
Manage global, cross-functional teams across multiple time zones; Partner closely with Enterprise Process Owners; Act as a stabilizing delivery layer between EPOs, architects, developers, and vendors; Coordinate delivery across ServiceNow modules; Drive structured stakeholder engagement across Leadership, Program Sponsors, Enterprise Process Owners, Operational Teams, Security, Infrastructure, and Business Owners
Communication Scope
Advanced executive communication; Clear articulation of tradeoffs, risks, and impacts; Concise, executive ready status reporting; Clear operating models
Process & Methodology
Technical program or project management, End to end delivery, Integrated delivery plans, Delivery velocity, Dependency management, Milestone tracking, Risk management, Scope discipline, Sequencing, Executive decision making, Stakeholder management, Program governance, Status reporting, Escalation
Full Job Description
**JLL empowers you to shape a brighter way**. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. Senior Technical Program Manager – ServiceNow ESM **Primary Focus: ITAM / CMDB / Data‑Centric Programs** Background JLL is seeking a Senior Technical Program Manager to lead complex, enterprise scale initiatives on the ServiceNow platform within the Enterprise Service Management (ESM) portfolio. The initial and primary assignment for this role will be delivery of ITAM/HAM/SAM, CMDB, and data centric programs, with future opportunity to support other ESM initiatives as platform maturity increases. This role is designed for a PgM who can operate effectively in environments where Enterprise Process Owners are still maturing in ServiceNow platform literacy, and where delivery success depends on strong program governance, technical fluency, and disciplined risk management. ## Key Responsibilities **Program & Delivery Leadership** * Lead end to end delivery 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. * Own delivery velocity, dependency management, and milestone tracking across global teams. **Risk, Scope, and Governance** * 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
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