Senior Manager, Enterprise ServiceNow Platform

Company Description

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Job Description

AECOM Information Technology is seeking a Senior Manager, Enterprise Service Now Platform, to lead, own, and evolve our global Service Now ecosystem that supports enterprise workflow automation, digital operations, and employee services at scale.

This leader will serve as the global platform owner for Service Now, responsible for platform strategy, governance, roadmap execution, demand management, and continuous improvement. This role is focused on advancing Service Now as a strategic enterprise capability - not simply managing operational support or teams that use the tool.

The ideal candidate has experience owning a large-scale Service Now environment, partnering with business leaders, leading delivery teams and vendors, and creating scalable solutions that improve automation, user experience, and business outcomes.

This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based from either Houston or Dallas, TX.

Key Responsibilities

Enterprise Platform Ownership & Strategy

* Own the global Service Now platform roadmap, governance model, standards, and long-term maturity strategy, and continuously evolve the Service Now operating model to ensure scalable governance, delivery consistency, and operational transparency.

* Define how Service Now capabilities are prioritized, delivered, adopted, and continuously improved across the enterprise.

* Partner with IT, HR, Finance, Security, Operations, and other business groups to translate business needs into scalable platform solutions and facilitate governance forums that align priorities and proactively manage risk.

Governance, Delivery & Continuous Improvement

* Lead the Service Now demand intake process, backlog prioritization, enhancement delivery, release planning, and platform lifecycle management, ensuring predictable delivery outcomes through disciplined Agile planning, capacity management, and execution, with accountability for enforcing governance standards and intake discipline.

* Establish scalable processes around development standards, SDLC practices, integrations, upgrades, and platform health, ensuring only approved and prioritized work enters execution pipelines.

* Drive adoption of Service Now best practices to maximize out-of-the-box capabilities while reducing unnecessary customization and technical debt.

Team & Partner Leadership

* Lead and develop Service Now platform teams, including internal resources and external implementation/MSP partners.

* Manage vendor accountability across delivery quality, timelines, technical standards, business outcomes, and predictable execution.

* Build a culture focused on ownership, operational excellence, and continuous improvement.

Automation & Innovation

* Identify opportunities to expand Service Now capabilities through workflow automation, self-service, AI, and improved user experiences.

* Lead initiatives leveraging modern Service Now capabilities, including Now Assist, AI-enabled workflows, and enterprise automation.

Qualifications

Minimum Qualifications

* Bachelor's Degree plus at least 10 years of Service Now experience, including 2 years of leadership experience, or demonstrated equivalency of experience and/or education

* Experience owning, managing, or leading Service Now platforms within large, complex enterprise environments.

* Experience driving Service Now platform strategy, governance, roadmap planning, demand intake, backlog prioritization, and delivery execution to support enterprise business needs.

* Experience partnering with business stakeholders, technology teams, and external vendors/MSPs to deliver scalable Service Now solutions, enhancements, integrations, and platform improvements.

* Experience across Service Now capabilities such as ITSM, ITOM, ITAM, HRSD, CSM, SPM, CMDB, Knowledge Management, Employee Center, or Service Portals.

* Strong communication and leadership skills with the ability to influence technical teams, business partners, and senior stakeholders.

* Due to the nature of this…