Work Flexibility: Hybrid

Senior Manager, Service Now Platform Operations

What you will do:

• Manage the Service Now platform end to end, including strategy, roadmap, demand management, releases, upgrades, and overall platform health across all environments.

• Provide platform governance and design authority, presiding over architecture, configuration, and design decisions to ensure consistency, scalability, security, and a seamless user experience aligned with enterprise standards.

• Lead platform demand and prioritization, partnering with business and IT stakeholders to capture requirements, evaluate impact, prioritize work, and translate needs into scalable platform capabilities while minimizing customization and technical debt.

• Oversee platform delivery and operations, ensuring high availability, performance, and stability, including change, release, incident, and escalation management.

• Chair or lead Service Now governance forums (technical/design/release), enforcing standards for architecture, data quality, integrations, security, and user experience.

• Accountable for organizational change management (OCM) and adoption, including:

• 1. Defining the OCM, training, and communications strategy for the platform
• 1. Partnering with training and communications teams to ensure effective execution
• 1. Ensuring users and platform teams are enabled to use Service Now effectively to deliver the intended employee and business experience

• Ensure platform security and compliance, partnering with security teams to enforce access controls, data protection, audit readiness, and alignment with enterprise security policies.

• Provide technical and architectural leadership, including oversight of integrations, instance strategy, upgrades, and alignment with enterprise architecture.

• Lead and develop a global platform team, including internal staff and external partners; set clear expectations, manage capacity, and ensure the right skills and roles are in place.

• Manage vendors and partners, including performance, delivery quality, and cost effectiveness.

• Own platform metrics and reporting, providing regular status, risk, and value reporting; using KPIs to drive transparency, continuous improvement, and informed decision-making.

• Drive continuous improvement and innovation, researching and recommending enhancements to the service model, automation, and integrated toolset to improve efficiency, experience, and business outcomes.

• Build strong, trusted relationships across business leaders, EDT teams, and vendors to enable collaboration and successful platform adoption.

What you need:

Required Skills:

• University degree in Computer Science, Information Technology, Business, Engineering or related field, alternatively equivalent work experience.

• Minimum 15 years of relevant experience in managing the Service Now platform including HR, Security, and Finance modules

• Minimum 5 years of people management experience

• Experience in leading global, complex platforms and projects (including financials, governance, team engagement, Org Change Management, executive communications)

• Experience in driving process discipline, establishing frameworks for end to end delivery of services

• Deep understanding of IT Service Management processes and tools, specifically Service Now

• ITIL certification required

Preferred Skills:

• Excellent interpersonal and communication skills required

• Demonstrated ability to build trusting relationships, excel at teamwork, and lead change

• Strong analytical skills to define strategic direction on the basis of incomplete data

• Strong process discipline and attention to detail

Travel Percentage: 10%