We are seeking an experienced ServiceNow Manager to lead and evolve our ServiceNow practice within the Enterprise Service Enablement portfolio. This role combines people leadership, platform strategy, technical oversight, and stakeholder management to ensure the continued growth, stability, and maturity of the ServiceNow platform.
The successful candidate will lead a distributed team of ServiceNow professionals, drive platform governance and roadmap planning, oversee service delivery performance, and provide architectural guidance across ServiceNow initiatives. This position requires strong ServiceNow expertise, the ability to influence technical direction, and a customer-focused mindset that enables business value through scalable platform solutions and continuous improvement.
Essential Responsibilities:- Lead and manage a team of ServiceNow professionals while fostering a high-performance culture through coaching, mentorship, and career development.
- Monitor and report on key service metrics, including 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 the evolution of ServiceNow 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 to ensure 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 strong 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.
Qualifications:- 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, Workspace configurations.
- 4+ years of combined experience with workflow automation, process design and optimization, 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.
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