Manager, ServiceNow Platform

This is a fully remote position, open to applicants in United States.

📋 Description

• Responsible for the daily prioritization of the ServiceNow platform, coordination of the roadmap, governance, delivery readiness, supportability, and tracking business value.

• Convert platform strategy into actionable priorities and oversee the intake and delivery readiness.

• Ensure that stakeholder commitments are visible, properly sequenced, and supportable.

• Directly oversee a team of 4–6 ServiceNow Developers and Administrators.

• Collaborate with development teams, architecture, operations, security, Strategic Portfolio Management, the Project Management Office, finance, procurement, vendors, and business stakeholders.

• Establish standards for ServiceNow intake, prioritization, roadmap management, architecture reviews, release readiness, documentation, supportability, adoption feedback, and value tracking.

• Manage governance routines and ensure visibility into decisions, tradeoffs, risks, dependencies, and escalations.

• Set boundaries to minimize shadow work, clarify ownership, eliminate duplicate configurations, manage customization, and control unapproved commitments.

• Update and maintain the ServiceNow roadmap in alignment with business priorities, platform strategy, technical factors, dependencies, risks, releases, and decisions.

• Ensure that work enters through approved intake channels and meets readiness criteria before sequencing.

• Oversee ServiceNow platform content and communication channels, including SharePoint or web pages, release notes, and weekly platform updates.

• Lead, mentor, and develop the ServiceNow team; assist with hiring, role clarity, performance feedback, development planning, workload distribution, and succession planning.

• Coordinate delivery readiness for testing, documentation, support handoff, rollback planning, post-release ownership, and adoption-related inputs.

• Raise risks impacting platform health, stakeholder commitments, budget, staffing, compliance, or enterprise outcomes.

• Act as a consulted partner on technical debt, integration sprawl, customization risks, support complexity, data quality, and value realization.

• Manage large vendor statements of work, including scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria.

• Leverage metrics, usage insights, incident trends, backlog health, vendor performance, and stakeholder feedback to guide prioritization, SOW adjustments, and resource discussions.

• Establish governance expectations, require traceability for decisions, return unready work, manage prioritization within established boundaries, and escalate funding, staffing, priority, risk, or exception decisions to the Platform Director.

⛳️ Requirements

• Minimum of 6 years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination.

• Proven experience leading technical and product-aligned roles, coaching team members, managing performance, and defining ownership in a matrixed environment.

• Excellent stakeholder communication skills with the ability to translate platform, delivery, and risk topics into clear updates, options, and recommendations.

• Experience collaborating with platform owners, architecture, development, security, operations, finance, procurement, the Project Management Office, business stakeholders, and vendors.

• Ideally, at least 5 years of experience as a ServiceNow Senior Developer or Architect.

• Preferred hands-on leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management.

• Experience in global, infrastructure, operations, data center, construction, or high-growth environments is preferred.

• Ability to apply practical judgment, maintain an enterprise mindset, communicate concise trade-offs, foster accountability, and follow through without creating unnecessary process burdens.

• Ability to cultivate a team culture that values ownership, collaboration, responsible escalation, continuous improvement, platform health, and measurable outcomes.

• Approximately 20% travel required, with potential increases based on business needs.

• Must be legally authorized to work in the United States.

• Must reside in a state where the company maintains employment eligibility at the time of hire and throughout employment.

🏝️ Benefits

• Discretionary annual bonus based on individual and company performance.

• Medical, Telehealth, Dental, and Vision coverage.

• 401(k) plan.

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• Life and Accidental Death & Dismemberment (AD&D) insurance.

• Short-Term and Long-Term disability coverage.

• Flexible Paid Time Off (PTO).

• Leave of Absence options.

• Employee Assistance Program.

• Wellness Program.

• Rewards and Recognition Program.