Manager, Technical Program Management, OTS Delivery Software Engineering (DSE)

Every Amazon package that ships, every grocery order that is fulfilled, and every locker that opens depends on technology our teams keep running. Amazon's OpsTech Solutions (OTS) is the IT operations and infrastructure organization for all of Amazon Worldwide Operations, including Worldwide Grocery Stores (WWGS), delivering reliable technology to more than one million associates and operators across every geography and all business miles. OTS is transforming from reactive support to proactive, AI-powered service delivery. Delivery Software Engineering (DSE) owns the ServiceNow platform and the technology behind that transformation, and the Technical Program Management (TPM) team is how the platform program portfolio gets delivered.

You will lead the DSE Technical Program Management team and own the delivery of its ServiceNow platform program portfolio. This is not a net-new role. You inherit an established team and an active portfolio the team already runs. You manage the people: you hire, develop, and set the bar. You own the portfolio: your team drives delivery across new product introduction, cross-platform intake, routing, high-volume events, product adoption, platform health, release management, contractual compliance, agentic AI delivery, and voice of the customer. You hold team-level accountability for every program your TPMs run.

This is a people-management and single-threaded-ownership role. Your TPMs take product requirements defined by the Product Manager or PM-T and own delivery end to end: technical scoping, cross-team coordination, dependency management, release sequencing, risk mitigation, and field rollout and adoption. You govern the hand-offs between Product, Engineering, and Operations, and you keep the portfolio clear to those partners and to leadership. You carry platform-level strategic awareness for ServiceNow: what capabilities the platform offers, what we pay for, where we have implementation deficits, and how contractual scope aligns with product roadmap needs. You do not need to be a ServiceNow administrator, but you need to know enough about the platform to hold the boundary between what we build custom and what the platform provides natively.

Key job responsibilities

• Own people management for the DSE TPM team, including hiring, performance, growth, and promotion, and hold team-level accountability for the delivery of every program the team runs.
• Define and own the team's charter, operating model, and goal portfolio, so each program carries a named owner, a metric, and skip-level visibility.
• Own AI program delivery end to end, including OTS MCP, OTS-A, and OTS-KG, and coordinate agentic-workspace delivery with product partners.
• Act as single-threaded owner at the portfolio level for ambiguous, cross-functional programs that span Product, Engineering, and Operations.
• Govern the dependency interface. Where a program depends on a product feature or an engineering deliverable, manage that interface with logged needed-by dates.
• Partner with product and engineering leaders across DSE and ANCHOR to resolve service overlap, drive build-versus-reuse decisions, and align competing priorities without direct authority.
• Own the portfolio's review and reporting standards, and set adoption, cost-avoidance, and efficiency metrics that make program impact measurable.
• Contribute to annual planning (OP1/OP2) with clear investment and headcount proposals, and run a mechanism to capture voice of the customer from internal OTS employees and operational customers.

A day in the life Your day moves between people leadership and portfolio delivery. You run 1:1s and coaching conversations with your TPMs, unblock a stalled program, and step into a red program to drive a decision with the owning TPM and their engineering counterparts. You review portfolio status and dependency risk, then join an architecture or prioritization discussion with Product and Engineering to set where service boundaries sit. In the afternoon you make trade-offs across competing priorities, prepare the monthly Kingpin review or the ServiceNow MPR for senior leadership, and draft the strategy and investment narratives that keep the portfolio funded. You build the mechanisms, the RACI, risk registers, dashboards, and review cadences, so the team can scale without you in every meeting.

About the team OTS Delivery Software Engineering (DSE) is a product-engineering partnership responsible for every technology platform OTS field technicians and operations associates use daily. The team defines what to build, and a 50-plus person engineering org of AppDev, SysDev, and SDEs delivers it. DSE owns ServiceNow as its enterprise platform, builds AI agents on AWS Bedrock, and runs the technology behind a 24/7 Service Desk. The TPM team is the coordination layer between product vision and engineering execution across ESC, SPM, ITSM, the Idea Portal, routing, and release management on one platform. It partners with ANCHOR, Global Workforce Management (GWM), and the OTS and RME program teams.

• 5+ years of people management experience
• 5+ years of technical program management experience
• Bachelor's degree in Engineering, Computer Science, or a related technical field
• Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
• Experience defining system architectures and exploring technical feasibility tradeoffs
• 5+ years of IT platform implementation in a technical and analytical role experience, or Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
• Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship
• Experience building launch readiness frameworks, standard work, playbooks, and scalable deployment mechanisms across multiple concurrent sites, or experience in reliability/maintenance environments