Enterprise Mgr Digital & IT - ServiceNow Platform & ITSM Manager

Position Summary

The Service Now Platform & ITSM manager is responsible for the overall governance, delivery, and operational health of the Service Now platform and IT Service Management (ITSM) services across the enterprise. This role ensures that all Service Now capabilities are strategically aligned to business needs, securely integrated into the enterprise ecosystem, delivered on time, and operationally sustainable.

The manager leads cross-functional teams, service management processes and governance as well as oversees platform technical services while driving continuous improvement of enterprise service workflows within the Service Now platform.

• Has Direct Reports
• Works with Group and Division staff. Supervises technical resource managers, project leaders, and technical analysts. Supports working relationships with vendors and Parker locations.

• Platform & Service Ownership
  • Deliver the end-to-end Service Now platform strategy, roadmap, and execution across ITSM and enterprise use cases.
  • Ensure the platform is stable, scalable, secure, and aligned with organizational priorities.
  • Serve as the primary point of accountability for Service Now services and technical platform operations.
• ITSM & Enterprise Service Delivery
  • Oversee ITSM services including Incident, Problem, Change, Request, Knowledge, CMDB / CSDM, and Asset Management.
  • Ensure service workflows meet SLAs, compliance requirements, and business outcomes.
  • Partner with business stakeholders to identify new service enablement opportunities.
• Platform Technical Services
  • Lead the Service Now technical team responsible for:
  • Application development and enhancements
  • Integrations with enterprise systems (HR, IAM, ERP, monitoring, etc.)
  • Upgrade planning, testing, and deployment execution
  • Data quality, CMDB health, and automation enablement
• Governance, Security & Compliance
  • Establish platform governance standards, development lifecycle processes, and release management practices.
  • Ensure integrations, access controls, and data handling meet security and compliance requirements.
  • Partner with IAM, Security, and Risk teams to ensure alignment with enterprise policies.
• Delivery & Operational Excellence
  • Ensure all Service Now deployments are delivered on time, within scope, and are operationally sustainable.
  • Maintain platform performance, availability, and reliability through proactive monitoring and continuous improvement.
  • Oversee backlog management, demand intake, and prioritization across IT and business units.
• Leadership & Collaboration
  • Lead, mentor, and develop a team of Service Now platform engineers, developers, and ITSM process owners.
  • Collaborate closely with Infrastructure, Security, IAM, HR, Finance, and other enterprise teams.
  • Manage vendor relationships and Service Now partners to ensure value realization.

• Required Qualifications
  • University Degree (or international equivalent)
  • 10+ years of experience in IT Service Management, Service Now platform leadership, or enterprise systems management.
  • 3+ years managing technical teams supporting enterprise platforms.
  • Deep understanding of ITSM processes and Service Now core applications.
  • Experience managing platform governance, system integrations, and enterprise deployments.
  • Proven ability to align technology platforms to business strategy.
  • Proven experience in leading and managing teams, with excellent interpersonal and communication skills.
  • Ability to work collaboratively across departments and influence stakeholders at all levels.
  • Strong analytical and problem-solving skills, with a keen attention to detail.
  • Professionalism:
    Excellence, timeliness, and completeness of work, responsibility; team attitude, quality of presentation.
  • Managerial skills:
    Supervision and coaching, customer service, planning, organization, oral/written communication

• Preferred Qualifications
  • ITIL certification (Foundation or higher).
  • Service Now Certified System Administrator (CSA) or higher certifications.
  • Experience with CMDB / CSDM maturity initiatives.
  • Experience working in large, regulated, or complex enterprise environments.

• Success Metrics
  • Platform uptime, performance, and stability
  • On-time…