Manager, IT Service Management

If you’re looking for a special place to build or grow your career, you’ve found it. Whether you’re an experienced professional, a recent college graduate or somewhere in between, IDEX is a place where you can apply your existing skills and learn new ones in an environment where you can make an impact. With interesting opportunities in engineering, marketing, sales, supply chain, operations, HR, finance, and more across more than 40 diverse businesses around the globe, chances are, we have something special for you.

The Manager, Service Now Platform & Service Management is responsible for the strategy, governance, roadmap, and continuous improvement of the Service Now platform and IT Service Management capabilities across IDEX. This role serves as the enterprise owner of the Service Now platform, ensuring platform investments support operational excellence, service delivery, automation, compliance, and future digital transformation initiatives. The position partners closely with the PMO to support Strategic Portfolio Management (SPM) capabilities while maintaining ownership of the platform, technical roadmap, and service management processes.

• Own the Service Now platform strategy, roadmap, governance model, and overall platform health.
• Establish platform standards, release management practices, and enhancement prioritization.
• Manage Service Now vendors, implementation partners, and support providers.
• Ensure alignment with enterprise architecture, cybersecurity requirements, and business needs.
• Lead the maturity and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
• Establish and maintain policies, standards, SLAs, KPIs, and governance practices.
• Drive service quality improvements, operational efficiency, and adoption of best practices.
• Own CMDB strategy, data quality, and governance.
• Lead Service Now Discovery, Service Mapping, and platform integration initiatives.
• Drive Software Asset Management maturity, compliance, and optimization efforts.
• Expand platform capabilities to improve visibility across infrastructure, applications, and services.
• Develop and execute the Service Now automation and AI roadmap.
• Lead adoption of capabilities such as Now Assist, workflow automation, self‑service, and predictive intelligence.
• Identify opportunities to improve productivity and reduce manual work through intelligent automation.
• Establish executive dashboards and reporting for platform health, service performance, process maturity, and roadmap progress.
• Lead Service Now governance forums and steering committees.
• Provide recommendations and insight to leadership regarding platform investments and priorities.

• 7+ years of IT Service Management, Service Now, or enterprise platform experience.
• 5+ years of Service Now administration, platform ownership, or service management leadership experience.
• Experience with ITSM, CMDB, Discovery, Asset Management, and Service Now governance.
• Experience managing third‑party partners and outsourced support teams.
• ITIL Foundation or higher.
• Service Now CSA certification.
• Service Now CIS certifications preferred.
• PMP or Agile certifications are a plus.

• Improved platform adoption and user satisfaction.
• Increased CMDB accuracy and service visibility.
• Successful delivery of platform roadmap initiatives.
• Increased automation and AI utilization.
• Improved service management process maturity.
• Effective management of Service Now partners and support providers.
• Delivery of reliable reporting, governance, and operational insights.

Compensation range is $ – $, depending on experience. This position may be eligible for a performance‑based bonus plan.

Our comprehensive U.S. benefit offerings include health benefits, a 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page:

Idex is an Equal Opportunity Employer. Idex gives consideration for employment to qualified applicants without regard to race, color, religion, creed,…