As a Manager Information Systems, you will lead a talented team of ServiceNow developers and administrators, responsible for driving the delivery of innovative technology solutions that enhance business outcomes. Your primary focus will be on managing team performance, delivery management, coaching, mentorship, and facilitating continuous improvement in both technical skills and user experience. This is a first-level management role that requires hands-on leadership to develop your team’s capabilities while aligning with business needs and strategic goals. You will leverage data-driven insights to make decisions and drive user experience improvements while ensuring successful project delivery and team growth.
Roles & Responsibilities:
Lead and manage a team of ServiceNow developers and administrators focused on delivering innovative solutions to enhance business outcomes
Oversee day-to-day delivery management, ensuring that projects are completed on time and meet quality standards
Drive team performance by providing coaching, mentorship, and training to develop both technical and professional skills within the team
Ensure alignment between team activities and business objectives, collaborating with key stakeholders to set priorities and drive success
Facilitate ongoing skills development through training programs, peer learning sessions, and continuous coaching to ensure team members stay updated with the latest ServiceNow advancements
Use data-driven insights and performance metrics to continuously improve user experience and optimize team output
Monitor project timelines, resource allocation, and deliverables, ensuring clear communication with stakeholders about progress and addressing any potential roadblocks
Foster a collaborative, innovative, and growth-oriented culture within the team, encouraging knowledge sharing and continuous improvement
Identify opportunities for automation and process improvement, leveraging ServiceNow's capabilities to enhance user experience and operational efficiency
Act as a role model of servant leadership, empowering your team to achieve their goals while fostering a positive and inclusive working environment
Support individual team members' career growth through performance feedback, development plans, and clear guidance on career advancement opportunities
Collaborate with cross-functional teams and departments to ensure alignment of ServiceNow projects with broader organizational goals
Ensure compliance with security, privacy, and regulatory standards while managing the delivery of technical solutions
Maintain strong communication with senior leadership, ensuring alignment of goals and keeping them informed of team progress and successes
Basic Qualifications and Experience:
Doctorate Degree OR
Master’s/ Bachelor’s degree with 8 - 14 years of experience in Business, Engineering, IT or related field
8+ years of experience in IT with at least 3+ years of experience managing or leading teams of developers, administrators, or technical professionals
Strong experience in delivery management, ensuring successful completion of projects within scope, timeline, and budget
Hands-on experience with the ServiceNow platform, with a solid understanding of development, configuration, and administration of core modules
Proven ability to lead, coach, and mentor teams to improve both technical and professional skills
Demonstrated experience using data to drive decision-making, improve processes, and enhance user experience
Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders and cross-functional teams
Functional Skills:
Must-Have Skills
Team Leadership: Experience leading and mentoring a team of ServiceNow developers and administrators, fostering a culture of innovation, growth, and performance excellence.
Delivery Management & Development Expertise: Proven ability to manage ServiceNow project delivery, with strong knowledge of development techniques (JavaScript, Glide API, Workflow/Flow Designer, integrations). Skilled at prioritizing tasks, managing resources, and ensuring timely, high-quality delivery.
Coaching & Training: Expertise in developing and implementing training and mentorship programs to enhance technical skills and foster professional growth within the team.
Data-Driven Improvements: Strong ability to use data and analytics to drive continuous improvement in user experience, platform performance, and process efficiency.
Good-to-Have Skills:
Performance Management: Skilled in setting and tracking KPIs, monitoring team performance, and driving continuous productivity improvements.
Stakeholder Collaboration: Strong collaboration and communication skills for aligning team efforts with business goals and managing cross-functional relationships.
Process Optimization: Experience in driving change management and process optimization, automating workflows, and improving operational efficiency.
Innovation & Best Practices: Commitment to staying updated on ServiceNow trends, ensuring the team applies the latest tools and best practices to deliver innovative solutions.
Professional Certifications:
ServiceNow Certified System Administrator (Preferred)
ITIL v3 or v4 Foundation Certification (Preferred)
Scrum Master or Agile Certifications (Preferred)
Soft Skills:
Strong leadership and people management skills, with a focus on team building, mentoring, and talent development
Ability to prioritize and manage multiple projects and tasks effectively in a fast-paced environment
Strategic thinker with the ability to balance short-term delivery goals with long-term team growth and development
Ability to inspire and motivate teams, fostering a collaborative and high-performance culture
Strong problem-solving skills, with a proactive approach to identifying and addressing challenges