Manager, ServiceNow Platform

The Manager, Service Now Platform is accountable for day‑to‑day platform prioritization, roadmap coordination, governance, delivery readiness, supportability, and practical business value tracking for Flexential’s Service Now platform.

Reporting to the Vice President of Business Technology, this role translates platform strategy into actionable priorities, coordinates intake and delivery readiness, and ensures stakeholder commitments are visible, sequenced, and supportable. The role may be consulted on adoption planning and impacts but is not accountable for platform adoption.

This position directly manages a team of 4-6 Service Now Developers and Administrators and partners closely with development, architecture, operations, security, Strategic Portfolio Management, the Project Management Office, finance, procurement, vendors, and business stakeholders.

The ideal candidate must be a player/coach and be hands‑on in this role.

• Define practical standards for Service Now intake, prioritization, roadmap management, architecture review, release readiness, documentation, supportability, adoption input, and value tracking.
• Run Service Now governance routines and maintain traceable visibility into decisions, tradeoffs, risks, dependencies, and escalations for the Platform Director and stakeholders.
• Establish guardrails that reduce shadow work, unclear ownership, duplicate configuration, unmanaged customization, and unapproved commitments.

• Maintain the Service Now roadmap based on business priorities, platform strategy, technical considerations, dependencies, risks, releases, and decisions.
• Ensure work enters through approved intake channels and meets minimum readiness standards before sequencing.
• Own Service Now platform content and communications channels, including the SharePoint site or web page, release notes, and weekly platform updates; stakeholder and program updates will provided by the IT Delivery Manager.
• Lead, coach, and develop the Service Now team, with clear accountability for technical direction, product priorities, roadmap execution, stakeholder engagement, and platform outcomes.
• Set expectations for ownership, technical decision discipline, product management, communication, stakeholder management, governance participation, and measurable outcomes.
• Support hiring, role clarity, performance feedback, development planning, workload balance, and succession planning.
• Build an accountable team culture that balances speed, quality, platform health, business value, and sustainable operations.

• Coordinate with development to ensure Service Now commitments align to approved decisions, capacity inputs, architecture readiness, release timing, and support readiness.
• Set minimum readiness expectations for testing, documentation, support handoff, rollback planning, post-release ownership, and adoption-related inputs required by business or change owners.
• Escalate risks affecting platform health, stakeholder commitments, budget, staffing, compliance, or enterprise outcomes.
• Serve as a consulted partner on technical debt, integration sprawl, customization risk, support complexity, data quality, and value realization when execution ownership resides with other teams.

• Own large program statements of work with vendors, ensuring scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria align to Service Now priorities.
• Use metrics, usage insights, incident trends, backlog health, vendor performance inputs, and stakeholder feedback to inform prioritization recommendations, statement‑of‑work adjustments, and resourcing…