ServiceNow Manager

Job Description:

  • Lead and manage a team of ServiceNow professionals through coaching, mentorship, and career development
  • Monitor and report on service health, backlog aging, SLA/OLA performance, delivery throughput, and stakeholder satisfaction
  • Own and maintain the ServiceNow roadmap, including annual and monthly platform planning, release adoption, and capability maturity
  • Lead platform modernization efforts and support evolution toward more customer-facing capabilities
  • Balance strategic initiatives with ongoing Keep-the-Lights-On (KTLO) operational activities
  • Provide architectural direction and technical oversight across ServiceNow programs and initiatives
  • Review solution designs, integrations, workflows, and platform configurations for alignment with ServiceNow best practices
  • Partner with architects and technical leads to maintain platform integrity, scalability, and performance
  • Establish and maintain platform standards, architecture guardrails, security controls, risk management practices, and governance frameworks
  • Build relationships with business leaders and stakeholders to understand priorities, challenges, and emerging needs
  • Manage vendor and partner relationships, including delivery quality, performance, knowledge transfer, contracts, and billing oversight

Requirements:

  • Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field
  • 5+ years of people leadership experience managing technical teams
  • 5–10+ years of experience working with ServiceNow capabilities, including Service Portal, Service Catalog, Virtual Agent, and Workspace configurations
  • 4+ years of combined experience with workflow automation, process design and optimization, and agentic AI solutions within ServiceNow or related platforms such as Microsoft 365
  • Demonstrated experience leading enterprise SaaS platforms and driving service maturity initiatives
  • Experience working with business stakeholders, technology teams, and external vendors in a complex enterprise environment
  • Certifications such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), ITIL v4 Foundation, Certified ScrumMaster (CSM), Agile certification, and/or Project Management Professional (PMP) are highly desired
  • Deep understanding of ServiceNow architecture, platform capabilities, and governance best practices
  • Strong leadership, coaching, and stakeholder management skills
  • Excellent communication and relationship-building skills
  • Experience managing platform performance, service metrics, and continuous improvement programs
  • Knowledge of security, compliance, risk management, and enterprise architecture principles

Benefits:

  • Competitive total rewards package providing compensation and benefits supporting physical, mental, and financial wellbeing
  • Opportunities to develop skills and knowledge
  • Adjustments provided throughout the hiring process
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