Senior Manager, Product Lead - ServiceNow

The Senior Manager, Platform Product Lead is responsible for the day-to-day ownership, execution, and delivery of the Service Now platform, with a particular focus on Now Assist and GenAI-enabled capabilities. This role reports into the Associate Director, Senior Platform Lead to translate platform strategy into clear roadmaps, prioritized backlogs, and delivered outcomes, ensuring value realization across IT and business stakeholders. The ideal candidate is equally comfortable working with technical teams, business partners, and vendors, and thrives in an environment where clarity, prioritization, and follow-through are critical to success.

Specifically, own and maintain the Service Now Development Roadmap and day to day development, ensuring alignment with enterprise priorities; translate platform strategy into well-defined epics, user stories, and acceptance criteria; balance demand across IT, business, and operational stakeholders while maintaining platform integrity. All while orchestrating solutions across ITSM, platform engineering, security, and business teams to ensure smooth delivery and governance of services and projects.

The Senior Manager role will drive the operational and program delivery support across technology initiatives and solutions within their platform area. The position will be responsible for overseeing and contributing to the technical execution of the roadmap as well as maintaining and enhancing the existing productions solution in their platform domain.

• Own and maintain the Service Now Development Roadmap and day to day development, ensuring alignment with enterprise priorities
• Translate platform strategy into well-defined epics, user stories, and acceptance criteria
• Balance demand across IT, business, and operational stakeholders while maintaining platform integrity

• Lead day-to-day execution of platform initiatives, including intake, prioritization, UAT coordination, and release readiness
• Facilitate working meetings, triage sessions, and backlog grooming with technical and functional teams
• Track progress, risks, dependencies, and decisions, escalating as needed

• Orchestrate solutions across ITSM, platform engineering, security, and business teams to ensure smooth delivery of services and projects
• Prepare and deliver clear status updates, readouts, and materials for leadership consumption

• Partner with platform leadership to refine messaging, demos, and usage guidance for IT and business users
• Help measure and communicate platform value and outcomes

• Ensure platform enhancements and changes align with enterprise standards, architectural direction, good documentation practices, and governance processes
• Contribute to continuous improvement of platform operating models, intake processes, and delivery practices

• 7+ years of experience in platform product ownership, solution ownership, or enterprise systems delivery
• Strong hands‑on experience with Service Now (ITSM, platform workflows, or adjacent modules)
• Proven ability to manage complex backlogs and cross‑functional delivery
• Experience working with vendors and system integrators
• Excellent communication skills, with the ability to simplify complex topics for varied audiences

• Experience with Service Now Now Assist or GenAI-enabled platforms or automation tools
• Prior work in large-scale enterprise IT environments
• Familiarity with ITIL-aligned service management concepts

• Minimum of a Bachelor's degree; preferably, a degree in Computer Science, Engineering, or adjacent fields. Advanced degree in in sciences, business administration, or pharmaceuticals is optimal.

Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.

Strategic Thinking & Problem Solving - Make decisions considering the long‑term impact to customers, patients, employees, and the business.

Patient & Customer Centricity - Mainta…