Senior ServiceNow Development Manager

Senior Service Now Development Manager

At HP, we believe that the future of work is delivering growth and fulfillment through technology. We are a technology company born of the belief that companies should do more than just make a profit. They should make the world a better place. And our technology – a product and service portfolio of personal systems, printers, and 3D printing solutions – was created to inspire this meaningful progress.

We know that thoughtful ideas can come from anyone, anywhere, at any time. And all it takes is one to change the world.

HP Enterprise Platform Services (EPS) is seeking a Senior Service Now Development Manager. The ideal candidate is a modern engineering leader with deep Service Now platform expertise, strong architectural judgment, and a proven track record building high-performing global teams. This leader will shape the next generation of Service Now engineering at HP by modernizing development practices, accelerating platform innovation, and scaling the adoption of Service Now AI capabilities including Now Assist, generative AI, AI agents, and intelligent workflow automation across enterprise services.

• Partner with the EPS Service Now Product Management team to define and execute a multi-year engineering roadmap aligned to business priorities, platform strategy, and measurable outcomes.
• Lead complex, cross-team engineering initiatives across global delivery teams, ensuring architectural consistency, execution rigor, and high-quality delivery at scale.
• Drive the modernization of Service Now engineering practices through source control, CI/CD pipelines, automated testing, release governance, secure development, and developer productivity standards.
• Lead the evaluation, deployment, and scaling of Service Now AI capabilities, including Now Assist, generative AI, AI agents, predictive intelligence, virtual agent, and intelligent workflow automation.
• Establish platform architecture standards, reusable design patterns, and governance guardrails to enable scalable, secure, and maintainable Service Now solutions.
• Provide technical and organizational leadership across Service Now domains including ITSM, ITOM, HRSD, CSM, Sec Ops, and enterprise workflow solutions.
• Own escalation management for critical platform and customer issues, driving rapid cross-functional resolution with transparency, accountability, and operational discipline.
• Build, mentor, and grow high-performing engineering teams and PODs through inclusive hiring, coaching, performance management, and succession planning.
• Foster a culture of innovation, accountability, continuous improvement, and engineering excellence, with clear ownership for quality, resiliency, and business value.
• Partner across enterprise architecture, security, infrastructure, data, and product teams to unlock AI-enabled workflows powered by trusted data, strong governance, and responsible adoption.
• Track and improve engineering and platform performance using measurable outcomes such as delivery velocity, quality, adoption, productivity gains, and service experience improvements.

• Deep expertise with the Service Now platform, including core workflows such as ITSM, ITOM, HRSD, CSM, Sec Ops, SPM, ITAM, Flow Designer, App Engine, Creator Workflows, and scoped applications.
• Strong understanding of current Service Now AI platform capabilities, including Now Assist, generative AI, AI agents, predictive intelligence, virtual agent, AI orchestration, and workflow automation.
• Strong knowledge of JavaScript, APIs, integrations, web technologies, and enterprise platform architecture patterns.
• Experience with modern Service Now engineering practices, including source control, CI/CD, automated testing, release management, code quality, and environment strategy.
• Strong understanding of platform governance, security, data quality, access controls, and responsible AI adoption in enterprise environments.
• Experience leading Agile product and engineering delivery models, with the ability to balance speed, quality, risk, and operational stability.
• Ability to consult, influence, and communicate effectively across all organizational levels, including engineers, product managers, business stakeholders, and executives.
• Demonstrated ability to lead through change, drive platform modernization, and align teams to new tools, processes, and ways of working.
• Strong analytical, problem-solving, and decision-making skills with a focus on outcomes, scalability, and continuous improvement.
• Excellent written, verbal, and presentation skills; mastery in English.

• Bachelor's degree in computer science, Engineering, or a related field; advanced degree preferred.
• 15+ years of IT experience, including leading Service Now platform engineering, architecture, or development organizations in complex enterprise environments.
• 5+ years of proven track record of building high-performing global teams
• Demonstrated experience designing,…