Senior Manager, Service Platform Operations

Category / Area of Expertise

IT & Technology

509524

USA-MA-Quincy-1385 Hancock Street

Service Delivery Process Controls (5145463)

Senior Manager, Service Now Platform Operations leads a team of platform managers and engineers responsible for delivering capabilities, integrations, and enhancements for ADUSA's core Enterprise Platform (Service Now). Owns day‑to‑day execution of the platform roadmap, ensures operational excellence, resolves workflow friction, and drives adoption across engineering, operations, and business teams. Operates as a hands‑on people leader who balances strategic alignment with deep technical and operational involvement and acts as an enterprise champion for Service Now.

Hybrid: 3 in‑person days at one of our core locations (Salisbury, NC, Chicago, IL and Quincy, MA) and 2 remote days.

Applicants must be currently authorized to work in the United States on a full‑time basis.

• Execute the platform roadmap by translating strategy into actionable plans, backlog priorities, and measurable outcomes.
• Lead a team of platform managers and engineers, providing coaching, direction, and clarity while actively participating in detailed design, problem‑solving, and delivery.
• Drive platform capability development, integrations, and enhancements that address user pain points, standardize workflows, and improve efficiency.
• Oversee platform health, including uptime, reliability, performance, and technical debt, stepping into incident and root‑cause analysis when needed.
• Partner with engineering, product, operations, and business teams to capture requirements, refine use cases, and align on platform standards.
• Improve operator and user experience by simplifying workflows, reducing friction, and ensuring capabilities are intuitive, consistent, and scalable.
• Manage cross‑team dependencies, integration life cycles, and sequencing to support smooth, coordinated delivery.
• Enforce platform governance standards, ensuring compliance with architecture patterns, security requirements, and lifecycle best practices.
• Monitor adoption, usage patterns, and business outcomes; identify gaps, propose improvements, and iterate based on data and feedback.
• Advance automation and AI‑enabled enhancements that reduce manual effort, accelerate ticket resolution, and increase platform reliability.
• Collaborate with vendors and partners, escalating issues, clarifying requirements, and ensuring commitments support platform needs.
• Communicate progress, risks, decisions, and outcomes to senior leaders with clarity and confidence.
• May be called upon to support critical escalations and must be available during urgent IT incidents as needed.

• Bachelor's degree or equivalent experience.
• 10+ years in platform, product, or technical management roles; experience leading Service Now platform teams strongly preferred.
• Demonstrated success delivering Service Now platform capabilities, integrations, and technical enhancements in complex enterprise environments.
• Strong understanding of Service Now platform reliability, workflow design, automation, and integration patterns.
• Proven ability to lead teams through ambiguity, resolve issues hands‑on, and drive clear execution across multiple stakeholders.
• Skilled in backlog management, agile delivery, problem‑solving, and translating requirements into actionable technical outcomes.
• Strong communication and stakeholder management across engineering, operations, and business teams.

• Experience with enterprise platforms supporting workflows, automation, or service operations.
• Familiarity with observability tools, SLO/SLA management, and performance optimization.
• Background applying AI/ML or automation capabilities to simplify workflows and improve operational efficiency.
• Experience managing vendor relationships, integrations, or co‑development efforts.

$151,200 - $226,800

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.