David Thonglyvong

About David Thonglyvong

Professional with over 15 years of Program Management and Technical Leadership experience working in dynamic and diverse environments. Certified Project Management Professional, Scrum Master, and SAFe Practitioner experienced with traditional waterfall and agile development practices. Proven track record of driving projects from initiation to successful completion and delivering excellent results. Effective communicator, builder of high-performing teams, influencer, dot connector, and value creator.

Experience

1. Sr Staff Technical Program Manager

   ServiceNow

   Mar 2022 — Present

   Key engineering program manager driving high-impact initiatives across Conversational AI, Platform Web, and AI platform execution. Maintains a strong track record of being a trusted partner to senior engineering leadership for complex, cross-org, and customer-critical initiatives, balancing technical depth with execution rigor to deliver platform outcomes.Highlights & Impact- Led end-to-end engineering programs within the Conversational AI Experience space, delivering critical features for Now Assist Virtual Agent, directly improving chatbot capability, reliability, and customer experience- Served as a core TPM partner for Conversational AI product and engineering teams, aligning roadmap planning, execution, and cross-functional delivery across multiple releases- Acted as the key program manager driving AI customer escalations, partnering closely with customers, product, engineering, and support to resolve complex adoption and implementation challenges. This resulted in customers successfully overcoming blockers to adopting Now Assist Conversational and Search AI features- Drove foundational improvements within the Platform Web organization, including the initiation and leadership of a major Big Rock strategic initiative focused on web performance. This resulted in drastic improvements to overall web performance across key customer workflows and high-traffic use cases- Played an instrumental role in shaping ServiceNow’s AI development lifecycle, serving as one of the first program managers to lead AI platform planning, execution, and process definition at scale- Helped establish and refine AI program execution models, improving predictability, delivery velocity, and cross-team coordination across engineering, product, infrastructure, and customer-facing teams- Recognized as a subject matter expert in ServiceNow tooling and automation, enabling teams to streamline workflows, improve reporting, and scale execution through automation.

Education

• Florida Institute of Technology

  Master of Business Administration (MBA), Project Management

• University of Minnesota

  Bachelor of Science, Electrical Engineering

• University of Minnesota

  Master of Science, Electrical Engineering

Skills

• Engineering Program Management
• Technical Project Management
• Engineering Management
• Program Management
• Product Management
• Cross-Functional Team Leadership
• Technical Leadership
• Hardware
• Project Management
• Leadership
• Agile Methodologies
• Management
• Software Development Life Cycle (Sdlc)
• Software Development
• Software Project Management
• Business Process Improvement
• Integration
• Engineering
• Aerospace
• Systems Engineering
• Testing