Senior Manager ServiceNow Platform

POSITION SUMMARY:

The Senior Manager Service Now Platform owns the Service Now product strategy, roadmap, governance, financial management, and delivery across ITSM, ITOM, CMDB, Service Mapping, HRSD, and future workflow investments. The incumbent is responsible for maximizing business value from the platform while leading a team of product owners, analysts, developers, and strategic partners.

Own the Service Now platform vision, roadmap, demand intake, governance standards, and prioritization process, ensuring platform investments are properly scoped, sequenced, and aligned to enterprise IT strategy, business value, and delivery capacity. Lead the Service Now product team across functional process areas, ensuring clear ownership, backlog management, user story readiness, sprint planning, delivery accountability, and alignment with developers, architects, and process owners Partner with the Service Now Architect to ensure enhancements are evaluated for out-of-box alignment, upgrade safety, technical feasibility, and architectural fit before development begins.

Own the Service Now release cadence, upgrade governance, rollout readiness, stakeholder communications, training coordination, UAT, go-live approvals, and change management activities for new modules and operating model updates. Represent platform health, roadmap progress, KPI performance, SLA compliance, adoption metrics, resource needs, and escalated risks/issues to executive stakeholders and IT leadership on a recurring cadence. Partner with HR, Finance, Cyber Security, Infrastructure, and other business stakeholders to identify, evaluate, and qualify new Service Now use cases before alternative solutions are pursued.

Manage relationships with third-party implementation partners and Service Now account teams to maximize platform investment, delivery effectiveness, and awareness of emerging capabilities. Serve as the primary RSI liaison to the Service Now Executive Committee, representing platform health, roadmap progress, and resource needs to executive stakeholders Perform other job-related duties as assigned or apparent.

Advanced knowledge of Service Now platform capabilities, governance models, administration practices, ITIL practices, IT service management, CMDB, service mapping, and enterprise workflow automation. ITIL Managing Professional or PMP is preferred. Strong understanding of Agile, Scrum, product management, and program management practices, with the ability to organize and oversee multiple initiatives simultaneously. Demonstrated ability to establish strategic roadmaps, evaluate tradeoffs, solve complex problems, and prioritize technology investments aligned to business objectives.

Experience leading cross-functional teams in matrixed enterprise environments. Excellent verbal, written, and executive-level communication skills, with the ability to influence stakeholders and drive decisions across multiple business functions. Experience managing third-party vendors, managing service providers and implementation partners. Experience developing business cases, managing technology investments, and overseeing vendor or implementation partner relationships. Experience presenting roadmap, portfolio, and operational performance updates to senior leadership or executive stakeholders.

Experience leading enterprise platform governance, demand management, release management, and roadmap planning.

ITIL 4 Foundation certification. Service Now Certified System Administrator (CSA) 7+ years of experience in IT, enterprise applications, digital product management, or Service Now. 5+ years of experience administering, implementing, or leading delivery of Service Now solutions across ITSM, ITOM, CMDB, HRSD, Sec Ops, ITAM, or related workflows. 3+ years serving as a Product Owner, Product Manager, Platform Owner, or equivalent leadership role.

This is a hybrid role requiring onsite presence in our Phoenix, AZ office. This candidate will be required to work onsite 4-days per week, with the option to work 1-day per week remote. Please note, this position is not sponsorship…