ServiceNow Manager

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

📋 Description

• Oversee and guide a team of ServiceNow experts through effective coaching, mentorship, and career development initiatives.

• Track and communicate service health, backlog aging, SLA/OLA performance, delivery throughput, and stakeholder satisfaction.

• Take ownership of the ServiceNow roadmap, which includes annual and monthly platform planning, release adoption, and capability maturity.

• Drive platform modernization initiatives and support the transition towards enhanced customer-facing functionalities.

• Balance strategic projects with ongoing Keep-the-Lights-On (KTLO) operational responsibilities.

• Provide architectural guidance and technical oversight across various ServiceNow programs and initiatives.

• Evaluate solution designs, integrations, workflows, and platform configurations to ensure alignment with ServiceNow best practices.

• Collaborate with architects and technical leaders to uphold platform integrity, scalability, and performance.

• Establish and uphold platform standards, architectural guardrails, security measures, risk management practices, and governance frameworks.

• Cultivate relationships with business leaders and stakeholders to gain insight into priorities, challenges, and emerging requirements.

• Manage relationships with vendors and partners, focusing on delivery quality, performance, knowledge transfer, contracts, and billing oversight.

⛳️ Requirements

• A Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related discipline.

• A minimum of 5 years of leadership experience managing technical teams.

• Between 5 to 10 years of experience with ServiceNow capabilities, including Service Portal, Service Catalog, Virtual Agent, and Workspace configurations.

• A minimum of 4 years of combined experience in workflow automation, process design and optimization, and agentic AI solutions within ServiceNow or similar platforms like Microsoft 365.

• Proven experience in leading enterprise SaaS platforms and advancing service maturity initiatives.

• Experience collaborating with business stakeholders, technology teams, and external vendors in a complex enterprise setting.

• Certifications such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), ITIL v4 Foundation, Certified ScrumMaster (CSM), Agile certification, and/or Project Management Professional (PMP) are highly desirable.

• Comprehensive understanding of ServiceNow architecture, platform capabilities, and governance best practices.

• Exceptional leadership, coaching, and stakeholder management abilities.

• Strong communication and relationship-building skills.

• Experience in managing platform performance, service metrics, and continuous improvement initiatives.

• Familiarity with security, compliance, risk management, and enterprise architecture principles.

🏝️ Benefits

• Competitive total rewards package that includes compensation and benefits aimed at promoting physical, mental, and financial wellbeing.

• Opportunities for skill and knowledge enhancement.

• Adjustments provided throughout the hiring process.