We are seeking an experienced ServiceNow Manager to lead the strategy, governance, implementation, and continuous improvement of the ServiceNow platform. The role will oversee platform operations, manage a team of developers/administrators, and partner with business and IT stakeholders to deliver scalable, high-quality ServiceNow solutions aligned with organizational objectives.
Key Responsibilities:
Define and drive the long-term ServiceNow platform roadmap aligned with enterprise IT and business transformation objectives. Continuously evaluate new platform capabilities and releases to ensure scalable, future-ready solutions.
Establish and enforce governance frameworks, development standards, and architectural guidelines to maintain platform consistency and sustainability. Ensure compliance with security, audit, and change management policies across all implementations.
Lead demand intake, assessment, and prioritization of enhancement requests and new module deployments. Manage backlog, resource capacity, and release planning to balance strategic and operational initiatives.
Oversee end-to-end delivery of ServiceNow projects including requirements gathering, solution design, development, testing, and deployment. Ensure projects are delivered on time, within budget, and meet defined quality standards.
Collaborate with business stakeholders, process owners, and IT leadership to translate requirements into optimized workflows and automation solutions. Provide regular executive updates and performance dashboards demonstrating platform value and ROI.
Lead, mentor, and develop a team of ServiceNow developers, administrators, and analysts to strengthen internal platform capability. Drive performance management, training, certification planning, and continuous skill development.
Manage relationships with external vendors, implementation partners, and consultants to ensure effective collaboration and delivery excellence. Monitor SLAs, contract compliance, and service quality to maximize return on investment.
Ensure platform stability, availability, and performance through proactive monitoring and operational governance. Oversee instance management activities including upgrades, patching, cloning strategy, and environment lifecycle management.
Champion ITIL best practices across Incident, Problem, Change, Request, Asset, and Knowledge Management processes. Drive continuous service improvement through KPI tracking, automation, and process optimization initiatives.
Oversee integrations between ServiceNow and enterprise systems such as ERP, HR platforms, monitoring tools, and identity management solutions. Ensure adherence to enterprise architecture standards, API governance, and data security requirements.
Ensure platform controls meet regulatory, compliance, and internal audit requirements. Maintain proper documentation, traceability, and evidence to support governance reviews and audits.
Identify opportunities to leverage automation, AI capabilities, virtual agents, and low-code features within ServiceNow. Promote an automation-first mindset to enhance user experience and improve operational efficiency.
Required Qualifications
Bachelor’s degree in IT, Computer Science, Engineering, or related field.
11+ years of IT experience with 10+ years in ServiceNow platform management.
Hands-on experience with ServiceNow ITSM and at least one additional module.
Experience managing cross-functional teams.
Strong understanding of ITIL framework.
Proven experience leading ServiceNow implementations or transformations
Strong communication, presentation, and stakeholder management skills.