Senior Manager, Service Management

This role is not eligible for sponsorship AND is four days onsite hybrid at our N. Scottsdale office

Job Summary

The Senior Manager, Service Management is responsible for leading the operational execution and continuous improvement of IT Service Management (ITSM) processes and the ServiceNow platform. This role oversees both the Service Management and ServiceNow Engineering teams and is accountable for delivering reliable, efficient, and scalable service capabilities that support enterprise technology operations.

This leader ensures service management strategies and governance frameworks are consistently implemented, measured, and optimized. The role drives operational performance, process consistency, and platform stability while contributing to longer‑term improvements aligned with departmental and enterprise technology objectives.

The Senior Manager partners closely with Technology, Security, and Business stakeholders to enhance service delivery effectiveness, improve user experience, and ensure ServiceNow performance meets organizational needs.

Organization

This role provides people leadership for two functional teams:

• Service Management
• ServiceNow Engineering

The Senior Manager directly manages individual contributors and is accountable for team performance, operational results, and functional execution.

Primary Duties and Accountabilities

Service Management Leadership

• Lead the Service Management team responsible for the execution and continuous improvement of ITSM processes, ensuring adherence to established standards, policies, and governance frameworks.
• Ensure operational consistency across Incident, Problem, Change, Request, and related ITSM processes.
• Monitor service performance metrics, identify trends, and implement corrective actions to improve service quality, efficiency, and customer satisfaction.
• Drive the maturity of service management capabilities by identifying improvement opportunities and implementing structured enhancements aligned with departmental strategy.
• Provide operational reporting and insights to Technology leadership to support performance visibility and informed decision‑making.

ServiceNow Platform Oversight

• Lead the ServiceNow Engineering team responsible for platform configuration, administration, enhancement delivery, and operational stability.
• Ensure platform solutions align with established architecture, security, and governance standards.
• Oversee backlog prioritization, release planning, and enhancement delivery in alignment with departmental objectives and resource capacity.
• Partner with enterprise architecture, security, and infrastructure teams to ensure integrations and configurations meet operational and compliance requirements.
• Monitor platform performance and reliability, proactively addressing risks and coordinating resolution of complex issues.

People Leadership & Talent Development

• Provide direct leadership, coaching, and performance management for team members across Service Management and ServiceNow Engineering.
• Translate departmental objectives into clear team goals and measurable performance expectations.
• Conduct performance reviews, provide ongoing feedback, and implement development plans to build team capability and bench strength.
• Lead hiring, onboarding, workforce planning, and succession planning in alignment with approved budgets and workforce strategies.
• Foster a culture of accountability, collaboration, operational excellence, and continuous improvement.

Strategy Execution, Collaboration & Stakeholder Engagement

• Partner with Technology, Security, and Business stakeholders to ensure service management processes and platform capabilities effectively support operational needs.
• Translate enterprise and departmental strategies into actionable roadmaps and execution plans for Service Management and ServiceNow Engineering.
• Represent the function in cross‑functional meetings and governance forums, providing operational expertise and status updates.
• Communicate key initiatives, risks, dependencies, and performance outcomes to senior leadership.
• Support audit, compliance, and risk management activities related to ITSM and ServiceNow operations.

Qualifications

Education

• Bachelor's degree in Information Technology, Computer Science, Business, or a related field or an equivalent combination of education and work experience.

Experience

• 7+ years of progressive experience in IT Service Management or enterprise technology operations.
• 3+ years of people leadership experience managing technical and/or process‑oriented teams.
• Demonstrated experience overseeing ServiceNow platform administration, enhancement delivery, and operational support.
• Experience working within enterprise technology organizations or large‑scale service operations environments.

Knowledge, Skills, and Abilities

• Strong knowledge of ITSM frameworks (e.g., ITIL) and practical application in operational environments.
• Proven ability to manage operational performance, metrics, and service improvement initiatives.
• Strong analytical, problem‑solving, and decision‑making skills with the ability to balance competing priorities.
• Ability to influence cross‑functional stakeholders and drive collaboration across departments.
• Excellent communication, facilitation, and stakeholder management skills.
• Ability to manage multiple initiatives in a fast‑paced environment while maintaining operational stability.

Salary Range

The salary range for this position is $140,000 to $167,000 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP).

The pay range listed is for this position and is what Choice Hotels reasonably expects to pay. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the pay range will be based on several factors including, but not limited to, relevant education, qualifications, qualifications, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

This role is not eligible for sponsorship

#LI-Onsite

Choice prioritizes our associate wellbeing by offering a comprehensive benefits program that is both competitive and flexible to help you achieve your wellbeing goals - here are just a few:

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time-off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide

About Choice

Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We're the hotel company for those who choose to bet on themselves - the striver, the dreamer, the entrepreneur - because that's who we are, too.

At Choice, we are united by the simple belief that tomorrow will be even better than today - for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward - giving our work at Choice a purpose larger than our business.

Our corporate office locations:

North Bethesda, MD - Located at Pike & Rose, our worldwide headquarters is less than 15 miles from Washington, D.C., one block away from the North Bethesda Metro station, with easy access to I-495, complimentary parking, electronic charging stations, restaurants and retail.

Scottsdale, AZ - Located at the northwest corner of Loop 101, the Scottsdale office is home to our technology, eCommerce and customer service organizations, with easy access to complimentary parking, electronic charging stations, restaurants and retail.

Minneapolis, MN - Select roles are based in our Minneapolis office on Highway 394, near the intersection with Highway 100, only five minutes from downtown.

Field/Remote - Select roles designated as field/remote will require associates to work from a home office, connecting virtually with Choice team members and leadership on Zoom, with possible required travel depending on the role.

Choice's Cultural Values

Welcome and Respect Everyone | Be Bold | Be Quick | Listen | Be Curious | Show Integrity

Choice's Leadership Principles

Act with Intention | Lead with Authenticity | Grow & Deliver