ServiceNow Manager
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Job Description
ServiceNow Manager leading people, governance, modernization, and technical strategy for Ledcor’s enterprise ServiceNow platform. Driving scalable service delivery and continuous improvement at a diversified construction company.
Responsibilities:
- Lead and manage a team of ServiceNow professionals through coaching, mentorship, and career development
- Monitor and report service metrics including service health, backlog aging, SLA/OLA performance, delivery throughput, and stakeholder satisfaction
- Own and maintain the ServiceNow roadmap, including annual and monthly platform planning, release adoption, and capability maturity
- Lead platform modernization and evolve ServiceNow toward more customer-facing capabilities
- Balance strategic initiatives with ongoing Keep-the-Lights-On operational activities
- Provide architectural direction and technical oversight across ServiceNow programs and initiatives
- Review solution designs, integrations, workflows, and platform configurations for alignment with ServiceNow best practices
- Partner with architects and technical leads to maintain platform integrity, scalability, and performance
- Establish and maintain platform standards, architecture guardrails, security controls, risk management practices, and governance frameworks
- Build relationships with business leaders and stakeholders to understand priorities, challenges, and emerging needs
- Manage vendor and partner relationships, including delivery quality, performance, knowledge transfer, contracts, and billing oversight
Requirements:
- Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field
- 5+ years of people leadership experience managing technical teams
- 5–10+ years of experience working with ServiceNow capabilities, including Service Portal, Service Catalog, Virtual Agent, and Workspace configurations
- 4+ years of combined experience with workflow automation, process design and optimization, and agentic AI solutions within ServiceNow or related platforms such as Microsoft 365
- Demonstrated experience leading enterprise SaaS platforms and driving service maturity initiatives
- Experience working with business stakeholders, technology teams, and external vendors in a complex enterprise environment
- Deep understanding of ServiceNow architecture, platform capabilities, and governance best practices
- Strong leadership, coaching, and stakeholder management skills
- Excellent communication and relationship-building skills
- Experience managing platform performance, service metrics, and continuous improvement programs
- Knowledge of security, compliance, risk management, and enterprise architecture principles
- Certifications such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Implementation Specialist (CIS), ITIL v4 Foundation, Certified ScrumMaster (CSM), Agile certification, and/or Project Management Professional (PMP) are highly desired
Benefits:
- Competitive total rewards package supporting physical, mental and financial wellbeing
- Opportunities to develop skills and knowledge
- Exciting and challenging work
- Equal-opportunity workplace
- Adjustments provided throughout the hiring process
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