Senior Manager, Service Platform Operations

Location:

USA-MA-Quincy-1385 Hancock Street

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 a visible enterprise champion for Service Now.

Our flexible/hybrid work schedule includes 3 in‑person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, Chicago, IL and Quincy, MA. 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.

Salary Range: $151,200 - $226,800