Manager, ServiceNow Platform Manager

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

📋 Description

• Collaborate with the Platform Director to convert the ServiceNow strategy into a practical platform roadmap.

• Oversee the intake process, prioritization, governance, and readiness routines for ServiceNow.

• Ensure transparency regarding platform commitments, tradeoffs, risks, dependencies, and decisions.

• Establish and refine standards for intake, prioritization, roadmap management, architecture review, release readiness, documentation, supportability, adoption input, and value tracking.

• Facilitate governance routines to guarantee that decisions, risks, dependencies, and escalations are well-documented and traceable.

• Manage content and communications for the ServiceNow platform, including the SharePoint site/web page, release notes, and bi-weekly platform updates.

• Direct platform prioritization and synchronize funding assumptions, delivery capacity inputs, architecture decisions, and risk tradeoffs.

• Lead, mentor, and develop the ServiceNow Architect and Product Owner.

• Assist with hiring, defining roles, providing performance feedback, planning development, balancing workloads, and succession planning.

• Work closely with development teams to ensure delivery commitments are in line with approved decisions, capacity, architectural readiness, release schedules, and support readiness.

• Set clear expectations for testing, documentation, support handoff, rollback planning, post-release ownership, and inputs related to adoption.

• Highlight risks that could impact platform health, stakeholder commitments, budget, staffing, compliance, or business outcomes.

• Manage extensive program vendor statements of work, detailing scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria.

• Utilize metrics, usage insights, incident trends, backlog health, vendor performance, and stakeholder feedback to guide prioritization and resource allocation.

• Support functional boards and product owners in advocating for business priorities and decision-making requirements.

• Collaborate with architecture, development, security, operations, finance, procurement, PMO, and business stakeholders without directly managing the development team.

⛳️ Requirements

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

• Experience in supporting or managing ServiceNow or enterprise platform operating models, governance routines, roadmaps, intake models, decision tracking, and prioritization processes.

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

• Exceptional communication skills to translate platform, delivery, and risk topics into clear updates, options, and recommendations for stakeholders.

• Experience working collaboratively with platform directors, architecture, development, security, operations, finance, procurement, PMO, business stakeholders, and vendors.

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

• Experience in fast-paced environments such as global operations, data centers, construction, or high-growth sectors is preferred.

• Familiarity with creating ServiceNow governance forums, role clarity documents, decision matrices, staffing plans, dashboards, or executive-ready materials is preferred.

• Ability to manage ServiceNow with sound judgment, an enterprise-wide perspective, and a focus on clarity and follow-up.

• Capability to build trust through clear communication, transparent trade-offs, and consistent follow-through.

• Proficient in coaching and holding teams accountable without imposing unnecessary procedural burdens.

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

• Willingness to travel approximately 20%, with the potential for increased travel based on business needs.

• Occasionally perform physical tasks such as standing, walking, sitting, using hands, reaching, climbing stairs, balancing, stooping or kneeling, talking, and hearing.

• Occasionally lift or move items weighing up to 25 pounds.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Life and AD&D coverage.

• Short- and long-term disability coverage.

• Paid time off.

• Employee assistance program.

• 401(k) program with company match.

• Additional voluntary benefits.

• Above-market total compensation package.

• Recognition programs.

• Training and development opportunities.

• Flexible work policy for Denver-based employees (3 days in-office, 2 days flexible).