Sr. Manager - ServiceNow

We are seeking an experienced Sr. ServiceNow Team Manager to lead our enterprise ServiceNow development, implementation, and support teams. This role requires a seasoned professional who combines deep technical expertise in the ServiceNow platform with proven people management capabilities. The successful candidate will be responsible for driving technical excellence while fostering team growth and ensuring successful delivery of ServiceNow solutions across our global organization.

Key Responsibilities: Technical Leadership

Provide technical direction and architectural guidance for ServiceNow implementations across multiple modulesLead complex ServiceNow projects including upgrades, integrations, and custom application developmentOversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibilityEnsure adherence to ServiceNow best practices, coding standards, and governance frameworksReview and approve technical designs, workflows, and customizationsStay current with ServiceNow platform updates, new features, and emerging capabilities

People Management

Manage, mentor, and develop a team of ServiceNow administrators, developers, and analystsConduct performance reviews, set goals, and create individual development plansFoster a collaborative, innovative team culture focused on continuous learningProvide coaching and technical guidance to team members at various skill levelsManage resource allocation and workload distribution across the team

Operational Excellence

Oversee day-to-day ServiceNow platform operations, maintenance, and supportEnsure SLA compliance and maintain high service quality standardsLead incident response and problem resolution for platform issuesManage vendor relationships and coordinate with ServiceNow support when neededDevelop and maintain team documentation, procedures, and knowledge base

Strategic Planning

Lead the ServiceNow roadmap planning and technology strategyDevelop and maintain analytics frameworks to measure team performance and platform effectivenessCreate executive-level dashboards and reports to demonstrate business value and ROIIdentify opportunities for process improvement and automation using data-driven insightsSupport business stakeholders in defining requirements and solution approaches

Minimum Qualifications Education & Experience

Bachelor's degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical fieldMinimum three (3) years of direct experience leading and/or managing large technical teams is essentialEight (8) years of hands-on ServiceNow experienceExperience working in multinational corporate environments – and advantage

Technical Requirements

ServiceNow Expertise: Deep knowledge of core ServiceNow modules including:IT Service Management (ITSM) - Incident, Problem, Change, Service CatalogConfiguration Management Database (CMDB) - CI relationships, data integrity, health monitoringPerformance Analytics and Reporting - critical metrics, dashboards, and business intelligenceCustomer Service Management (CSM)Security Incident Response (SIR)ServiceNow App Engine and Platform capabilitiesCMDB Management: Expertise in:CMDB design, implementation, and ongoing governanceConfiguration Item (CI) identification, classification, and relationship mappingCMDB data quality management and health scoringIntegration with discovery tools and automated population strategiesCMDB analytics and reporting for IT asset visibilityCompliance with ITIL configuration management processesAnalytics & Reporting: Proficiency in:ServiceNow Performance Analytics implementation and configurationDashboard creation and data visualization guidelinesbenchmark development and metrics strategy aligned with business objectivesAdvanced reporting using Report Builder and scheduled reportingData analysis and trend identification for operational insightsIntegration with external BI tools and data warehousesDevelopment Skills: Proficiency in:JavaScript, Glide APIs, and ServiceNow scriptingServiceNow Flow Designer and WorkflowREST/SOAP web services and integrationsHTML, CSS, and UI customizationDatabase concepts and ServiceNow data modelingA deep understanding of Secure Development Life Cycle (SDLC) Certifications

ServiceNow Certified System Administrator (CSA) - RequiredITIL Foundations - preferred