Manager, ServiceNow Platform
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Job Description
Managing Flexential’s ServiceNow platform governance, roadmap, and delivery readiness. Leading 4–6 ServiceNow developers and administrators while coordinating vendors and enterprise stakeholders.
Responsibilities:
- Accountable for day-to-day ServiceNow platform prioritization, roadmap coordination, governance, delivery readiness, supportability, and business value tracking
- Translate platform strategy into actionable priorities and coordinate intake and delivery readiness
- Ensure stakeholder commitments are visible, sequenced, and supportable
- Directly manage 4–6 ServiceNow Developers and Administrators
- Partner with development, architecture, operations, security, Strategic Portfolio Management, the Project Management Office, finance, procurement, vendors, and business stakeholders
- Define standards for ServiceNow intake, prioritization, roadmap management, architecture review, release readiness, documentation, supportability, adoption input, and value tracking
- Run governance routines and maintain visibility into decisions, tradeoffs, risks, dependencies, and escalations
- Establish guardrails to reduce shadow work, unclear ownership, duplicate configuration, unmanaged customization, and unapproved commitments
- Maintain the ServiceNow roadmap based on business priorities, platform strategy, technical considerations, dependencies, risks, releases, and decisions
- Ensure work enters through approved intake channels and meets readiness standards before sequencing
- Own ServiceNow platform content and communications channels, including SharePoint or web pages, release notes, and weekly platform updates
- Lead, coach, and develop the ServiceNow team; support hiring, role clarity, performance feedback, development planning, workload balance, and succession planning
- Coordinate delivery readiness for testing, documentation, support handoff, rollback planning, post-release ownership, and adoption-related inputs
- Escalate risks affecting platform health, stakeholder commitments, budget, staffing, compliance, or enterprise outcomes
- Serve as a consulted partner on technical debt, integration sprawl, customization risk, support complexity, data quality, and value realization
- Own large vendor statements of work, including scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria
- Use metrics, usage insights, incident trends, backlog health, vendor performance, and stakeholder feedback to inform prioritization, SOW adjustments, and resourcing discussions
- Set governance expectations, require decision traceability, return unready work, manage prioritization within guardrails, and escalate funding, staffing, priority, risk, or exception decisions to the Platform Director
Requirements:
- 6+ years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination
- Experience leading technical and product-aligned roles, coaching team members, managing performance, and clarifying ownership in a matrixed environment
- Strong stakeholder communication skills and ability to translate platform, delivery, and risk topics into clear updates, options, and recommendations
- Experience partnering with platform owners, architecture, development, security, operations, finance, procurement, the Project Management Office, business stakeholders, and vendors
- Ideally, 5 years of experience as a ServiceNow Senior Developer or Architect
- Hands-on leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management preferred
- Experience in global, infrastructure, operations, data center, construction, or high-growth environments preferred
- Ability to apply practical judgment, maintain an enterprise mindset, communicate concise tradeoffs, coach accountability, and follow through without creating unnecessary process burden
- Ability to build a team culture that values ownership, collaboration, responsible escalation, continuous improvement, platform health, and measurable outcomes
- Approximately 20% travel, with potential to increase based on business needs
- Must be legally authorized to work in the United States
- Must reside in a state where the company maintains employment eligibility at the time of hire and throughout employment
Benefits:
- Discretionary annual bonus, based on personal and company performance
- Medical, Telehealth, Dental and Vision
- 401(k)
- Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
- Life and AD&D
- Short Term and Long-Term disability
- Flex Paid Time Off (PTO)
- Leave of Absence
- Employee Assistance Program
- Wellness Program
- Rewards and Recognition Program
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