Manager, ServiceNow Platform

Accountabilities:

• Define and maintain practical standards for ServiceNow intake, prioritization, roadmap management, architecture reviews, release readiness, documentation, supportability, adoption input, and value tracking.
• Lead governance routines and maintain clear visibility into decisions, tradeoffs, risks, dependencies, escalations, and platform commitments.
• Establish guardrails that reduce duplicate configuration, unmanaged customization, shadow work, unclear ownership, and unapproved commitments.
• Own the ServiceNow roadmap, ensuring priorities reflect business needs, technical considerations, dependencies, risks, releases, and strategic decisions.
• Ensure platform work enters through approved intake channels and meets appropriate readiness standards before being prioritized and sequenced.
• Manage ServiceNow platform communications, including the platform SharePoint site or web page, release notes, and weekly platform updates.
• Lead, coach, and develop a team of 4–6 ServiceNow Developers and Administrators, providing direction across technical priorities, product management, roadmap execution, stakeholder engagement, and platform outcomes.
• Establish clear expectations around ownership, technical decision-making, communication, governance participation, accountability, and measurable results.
• Support hiring, performance management, professional development, workload planning, role clarity, and succession planning.
• Coordinate with development teams to ensure commitments align with approved decisions, capacity, architecture readiness, release timing, and support requirements.
• Define minimum readiness expectations for testing, documentation, support handoffs, rollback planning, post-release ownership, and adoption-related inputs.
• Identify and escalate risks related to platform health, staffing, budgets, compliance, stakeholder commitments, and enterprise outcomes.
• Provide guidance on technical debt, integration complexity, customization risks, supportability, data quality, and value realization when execution ownership sits with other teams.
• Manage major vendor statements of work, ensuring scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria align with platform priorities.
• Use platform metrics, usage insights, incident trends, backlog health, vendor performance, and stakeholder feedback to inform prioritization, resourcing, and vendor recommendations.
• Maintain day-to-day governance discipline, challenge work that is not sufficiently prepared, manage priorities within agreed guardrails, and escalate funding, staffing, risk, and exception decisions when needed.

Requirements:

• 6+ years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination.
• Experience leading technical and product-oriented teams, coaching employees, managing performance, and establishing clear ownership within a matrixed organization.
• Strong stakeholder communication skills, with the ability to translate technical, delivery, and risk topics into concise updates, options, and recommendations.
• Experience collaborating with platform owners, architecture, development, security, operations, finance, procurement, PMO, business stakeholders, and external vendors.
• Ideally, 5 years of experience as a ServiceNow Senior Developer or Architect.
• Hands-on leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management is preferred.
• Experience working in global, infrastructure, operations, data center, construction, or high-growth environments is preferred.
• Strong practical judgment and an enterprise mindset, with the ability to communicate tradeoffs clearly and avoid unnecessary process complexity.
• Ability to coach accountability, follow through on commitments, manage competing priorities, and promote continuous improvement.
• Demonstrated ability to build a team culture centered on ownership, collaboration, responsible escalation, platform health, and measurable outcomes.
• Willingness to travel approximately 20%, with travel potentially increasing according to business needs.
• Ability to work and reside in an eligible U.S. state and maintain legal authorization to work in the United States.

Benefits:

• Estimated annual base salary of $132,000–$145,000, depending on experience, location, and qualifications.
• Discretionary annual bonus based on individual and company performance.
• Medical, telehealth, dental, and vision coverage.
• 401(k) plan.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Life and AD&D insurance.
• Short-term and long-term disability coverage.
• Flexible paid time off (PTO).
• Leave of absence support.
• Employee Assistance Program.
• Wellness program.
• Rewards and recognition program.
• Remote work within eligible U.S. states, subject to employment eligibility requirements.