Manager, ServiceNow Platform

Accountabilities:: Define and maintain practical standards for ServiceNow intake, prioritization, roadmap management, architecture reviews, release readiness, documentation, supportability, adoption input, and value tracking. Lead governance routines and maintain clear visibility into decisions, tradeoffs, risks, dependencies, escalations, and platform commitments. Establish guardrails that reduce duplicate configuration, unmanaged customization, shadow work, unclear ownership, and unapproved commitments. Own the ServiceNow roadmap, ensuring priorities reflect business needs, technical considerations, dependencies, risks, releases, and strategic decisions. Ensure platform work enters through approved intake channels and meets appropriate readiness standards before being prioritized and sequenced. Manage ServiceNow platform communications, including the platform SharePoint site or web page, release notes, and weekly platform updates. Lead, coach, and develop a team of 4–6 ServiceNow Developers and Administrators, providing direction across technical priorities, product management, roadmap execution, stakeholder engagement, and platform outcomes. Establish clear expectations around ownership, technical decision-making, communication, governance participation, accountability, and measurable results. Support hiring, performance management, professional development, workload planning, role clarity, and succession planning. Coordinate with development teams to ensure commitments align with approved decisions, capacity, architecture readiness, release timing, and support requirements. Define minimum readiness expectations for testing, documentation, support handoffs, rollback planning, post-release ownership, and adoption-related inputs. Identify and escalate risks related to platform health, staffing, budgets, compliance, stakeholder commitments, and enterprise outcomes. Provide guidance on technical debt, integration complexity, customization risks, supportability, data quality, and value realization when execution ownership sits with other teams. Manage major vendor statements of work, ensuring scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria align with platform priorities. Use platform metrics, usage insights, incident trends, backlog health, vendor performance, and stakeholder feedback to inform prioritization, resourcing, and vendor recommendations. Maintain day-to-day governance discipline, challenge work that is not sufficiently prepared, manage priorities within agreed guardrails, and escalate funding, staffing, risk, and exception decisions when needed. Requirements: 6+ years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination. Experience leading technical and product-oriented teams, coaching employees, managing performance, and establishing clear ownership within a matrixed organization. Strong stakeholder communication skills, with the ability to translate technical, delivery, and risk topics into concise updates, options, and recommendations. Experience collaborating with platform owners, architecture, development, security, operations, finance, procurement, PMO, business stakeholders, and external vendors. Ideally, 5 years of experience as a ServiceNow Senior Developer or Architect. Hands-on leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management is preferred. Experience working in global, infrastructure, operations, data center, construction, or high-growth environments is preferred. Strong practical judgment and an enterprise mindset, with the ability to communicate tradeoffs clearly and avoid unnecessary process complexity. Ability to coach accountability, follow through on commitments, manage competing priorities, and promote continuous improvement. Demonstrated ability to build a team culture centered on ownership, collaboration, responsible escalation, platform health, and measurable outcomes. Willingness to travel approximately 20%, with travel potentially increasing according to business needs. Ability to work and reside in an eligible U.S. state and maintain legal authorization to work in the United States. Benefits: Estimated annual base salary of $132,000–$145,000, depending on experience, location, and qualifications. Discretionary annual bonus based on individual and company performance. Medical, telehealth, dental, and vision coverage. 401(k) plan. Health Savings Account (HSA) and Flexible Spending Account (FSA) options. Life and AD&D insurance. Short-term and long-term disability coverage. Flexible paid time off (PTO). Leave of absence support. Employee Assistance Program. Wellness program. Rewards and recognition program. Remote work within eligible U.S. states, subject to employment eligibility requirements.