Category/Area of Expertise: IT & Technology
Job Requisition: 509524
Address: USA-IL-Chicago-300 South Riverside Plaza
Store Code: Service Delivery Process Controls (5145463)
Primary Purpose:The
Senior Manager, Service Now Platform Operations leads a team of platform managers and engineers responsible for delivering capabilities, integrations, and enhancements for ADUSA's core Enterprise Platform (ServiceNow). Owns day-to-day execution of the platform roadmap, ensures operational excellence, resolves workflow friction, and drives adoption across engineering, operations, and business teams. Operates as a hands-on people leader who balances strategic alignment with deep technical and operational involvement and acts as a visible enterprise champion for ServiceNow.
Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, Chicago, IL and Quincy, MA.
Applicants must be currently authorized to work in the United States on a full-time basis.
Duties & Responsibilities:- Execute the platform roadmap by translating strategy into actionable plans, backlog priorities, and measurable outcomes.
- Lead a team of platform managers and engineers, providing coaching, direction, and clarity while actively participating in detailed design, problem-solving, and delivery.
- Drive platform capability development, integrations, and enhancements that address user pain points, standardize workflows, and improve efficiency.
- Oversee platform health, including uptime, reliability, performance, and technical debt, stepping into incident and root-cause analysis when needed.
- Partner with engineering, product, operations, and business teams t"'])self.__next_f.push([1,"o capture requirements, refine use cases, and align on platform standards.
- Improve operator and user experience by simplifying workflows, reducing friction, and ensuring capabilities are intuitive, consistent, and scalable.
- Manage cross-team dependencies, integration lifecycles, and sequencing to support smooth, coordinated delivery.
- Enforce platform governance standards, ensuring compliance with architecture patterns, security requirements, and lifecycle best practices.
- Monitor adoption, usage patterns, and business outcomes; identify gaps, propose improvements, and iterate based on data and feedback.
- Advance automation and AI-enabled enhancements that reduce manual effort, accelerate ticket resolution, and increase platform reliability.
- Collaborate with vendors and partners, escalating issues, clarifying requirements, and ensuring commitments support platform needs.
- Communicate progress, risks, decisions, and outcomes to senior leaders with clarity and confidence.
- May be called upon to support critical escalations and must be available during urgent IT incidents as needed.
Qualifications: - Bachelor's degree or equivalent experience.
- 10+ years in platform, product, or technical management roles; experience leading ServiceNow platform teams strongly preferred.
- Demonstrated success delivering ServiceNow platform capabilities, integrations, and technical enhancements in complex enterprise environments.
- Strong understanding of ServiceNow platform reliability, workflow design, automation, and integration patterns.
- Proven ability to lead teams through ambiguity, resolve issues hands-on, and drive clear execution across multiple stakeholders.
- Skilled in backlog management, agile delivery, problem-solving, and translating requirements into actionable technical outcomes.
- Strong communication and stakeholder management across engineering, operations, and business teams.
Preferred Qualifications: - Experience with enterprise platforms supporting workflows, automation, or service operations.
- Familiarity with observability tools, SLO/SLA management, and performance optimization.
- Background applying AI/ML or automation capabilities to simplify workflows and improve operational efficiency.
- Experience managing vendor relationships, integrations, or co-development efforts.
#DICEJobs #LI-hybrid #LI-SS1
Salary Range: $151,200 - $226,800
Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws. 
