Sr. Manager, IT Service Management & ServiceNow

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

The Senior Manager for IT Service Management & Service Now provides organization-wide leadership for global Service Desk operations and serves as product owner for the Service Now platform. This role is accountable for IT service management performance, Service Now strategy and governance, CMDB and CSDM maturity, major incident management, and service-management quality commitments across a global organization of approximately 22 team members, including seven direct reports.

You will set strategic direction for a multi-year transformation focused on intelligent self-service, automation, AI-enabled support, service quality, and measurable platform value while partnering across business and technology teams. The opportunity combines run-state accountability with the ability to shape how global employees access IT support and how the organization prioritizes future Service Now and AI investments.

• Lead global Service Desk and IT service management performance through supervisors and regional partners, with accountability for consistent service, escalation coverage, workforce effectiveness, and customer outcomes.
• Own the Service Now product vision, roadmap, prioritized backlog, lifecycle, requirements, acceptance criteria, adoption, and value realization across the enterprise.
• Direct Service Now platform governance by aligning product owners, process owners, administrators, developers, architects, security, infrastructure, application teams, and strategic partners on priorities, decisions, and accountability.
• Establish and advance enterprise CMDB and CSDM governance, data and relationship standards, service ownership, application ownership, configuration management, and support accountability models.
• Lead a multi-year AI-enabled Service Desk transformation, including intelligent self-service, Virtual Agent or chatbot capabilities, knowledge retrieval and creation, automated request intake, ticket routing, predictive insights, and workflow automation.
• Evaluate automation opportunities and platform investments based on business impact, service-volume reduction, employee experience, productivity, cost, risk, and future staffing needs.
• Own and continuously improve incident, major incident, problem, request, knowledge, service catalog, change, asset-management, and continual-improvement practices that support the IT Quality Operating System.
• Partner with shop-floor leaders, business product leaders, and technology owners to govern Tier 1 applications, strengthen uptime reporting, confirm ownership and 24x7 support, and establish effective L1, L2, and L3 escalation paths.
• Establish, monitor, and communicate performance measures, including SLA attainment, first-contact resolution, backlog health, customer satisfaction, service availability, knowledge utilization, automation adoption, CMDB health, and platform value realization.
• Protect platform health and enterprise controls through architecture standards, release planning, technical-debt management, security, auditability, and SOX compliance.
• Manage strategic vendors, contractual service levels, platform capacity and investments, delivery quality, operating procedures, governance artifacts, training, communications, and adoption activities.

• Leadership:
  You inspire, guide, and empower others to achieve their best by setting clear direction, fostering trust, and creating an environment where people feel supported, motivated, and accountable for delivering results.
• Business Acumen:
  You understand how your work impacts financial performance, operational efficiency, and organizational goals, and you make decisions with the broader business context in mind.
• Technical / Functional Expertise:
  You apply the required technical or professional knowledge to perform your role effectively and stay current within your area of expertise.

• Bachelor's degree in IT, Business, or a related field; equivalent experience considered.
• 10+ years of progressive experience in Service Desk leadership, IT service management, infrastructure operations, enterprise applications, or related technology services.
• 5+ years…