ServiceNow Manager

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

📋 Description

• Lead and oversee a team of ServiceNow professionals by providing coaching, mentorship, and fostering career growth.

• Track and report on service metrics such as service health, backlog aging, SLA/OLA performance, delivery throughput, and stakeholder satisfaction.

• Own and manage the ServiceNow roadmap, which encompasses annual and monthly platform planning, release adoption, and capability maturity.

• Drive platform modernization and enhance ServiceNow to offer more customer-facing functionalities.

• Balance strategic projects with ongoing operational responsibilities to maintain consistent performance.

• Offer architectural guidance and technical supervision 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 leads to uphold platform integrity, scalability, and performance.

• Establish and uphold platform standards, architecture guardrails, security controls, risk management protocols, and governance frameworks.

• Cultivate relationships with business leaders and stakeholders to comprehend priorities, challenges, and emerging requirements.

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

⛳️ Requirements

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

• 5+ years of leadership experience managing technical teams.

• 5–10+ years of experience with ServiceNow functionalities, including Service Portal, Service Catalog, Virtual Agent, and Workspace setups.

• 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.

• In-depth knowledge of ServiceNow architecture, platform capabilities, and governance best practices.

• Strong leadership, coaching, and stakeholder management abilities.

• Exceptional 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.

• 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 preferred.

🏝️ Benefits

• Competitive total rewards package that supports physical, mental, and financial well-being.

• Opportunities for skill and knowledge development.

• Engaging and challenging work environment.

• Commitment to an equal-opportunity workplace.

• Adjustments provided throughout the hiring process.