Solutions & Service Manager - 40011302

Join Durham County Government Durham County Government is home to over 2,000 dedicated professionals working together to deliver essential services that strengthen and support our vibrant, diverse community. As the heart of a fast-growing region, we offer meaningful careers across a wide range of fields—giving you the opportunity to make a real impact where you live, work, grow, and play. Learn more nc.gov.

Information Services & Technology

January 28, 2026

Open Until Filled

$90,186 - $153,208

Full-Time, (37.5 hrs/week) Exempt

The purpose of this position is to lead the design, development, and implementation of enterprise service management solutions using the Service Now platform primarily and other platforms support by County IT. This includes managing digital workflows, IT Asset Management (ITAM), IT Service Management (ITSM), and AI-driven automation to improve County service delivery. The position provides strategic direction, supervises development staff, and ensures alignment with County goals, governance policies, and industry best practices.

This class works independently, under general supervision, and reports major initiatives and platform performance through strategic planning sessions and executive updates.

• Leads the Service Now development lifecycle from requirements gathering to solution delivery across modules such as Incident, Change, Problem, Request, Asset, CMDB, and Virtual Agent.
• Supervises Service Now developers and other technical staff; mentors team members and ensures ongoing training and performance excellence.
• Collaborate with County departments to gather service needs, prioritize solutions, and align platform use with business objectives.
• Manages vendor relationships and platform licensing, contracts, and support arrangements.
• Defines service metrics, SLAs, and KPIs; creates dashboards and reports using Power BI and Service Now Performance Analytics.
• Oversee Service Now platform governance, ensuring compliance with County standards, ITIL practices, cybersecurity policies, and data management rules.
• Guides continuous improvement and digital transformation efforts using automation, AI, and self-service technologies.
• Coordinates with enterprise support teams (Service Desk, Infrastructure, Applications) to ensure integrated service delivery.
• Stays current with Service Now releases, public sector trends, and regulatory requirements that may impact platform capabilities or services.
• Performs work as assigned.

• Comprehensive understanding of the Service Now platform, including ITSM, ITAM, ITOM, CMDB, and related development frameworks.
• Strong knowledge of ITIL-based service management principles and enterprise support processes.
• Working knowledge of enterprise IT infrastructure, software licensing, and asset lifecycle management.
• Familiarity with AI/ML features in Service Now such as virtual agents, predictive intelligence, and workflow automation.
• Understanding of cybersecurity, data governance, and compliance as they apply to public sector IT environments.
• Proficient in Service Now administration, configuration, scripting (JavaScript), and integration via Flow Designer and Integration Hub.
• Skilled in leading platform development teams using Agile or hybrid project methodologies.
• Strong data reporting and dashboard design skills using tools such as Power BI and Service Now Performance Analytics.
• Excellent written and verbal communication skills; capable of translating technical concepts for non-technical audiences.
• Skilled in vendor relationship management and platform contract oversight.
• Ability to supervise, mentor, and evaluate technical team members in a hybrid work environment.
• Ability to design scalable digital workflows and service automation strategies that align with County goals.
• Ability to lead cross-functional platform initiatives, balancing security, performance, and user experience.
• Ability to manage competing priorities, respond to emergencies, and adapt to changing technologies or regulations.
• Ability to build consensus and drive adoption of…