Senior 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 modules
• Lead complex ServiceNow projects including upgrades, integrations, and custom application development
• Oversee CMDB strategy, data governance, and accuracy initiatives to ensure reliable IT asset visibility
• Ensure adherence to ServiceNow best practices, coding standards, and governance frameworks
• Review and approve technical designs, workflows, and customizations
• Stay current with ServiceNow platform updates, new features, and emerging capabilities

People Management

• Manage, mentor, and develop a team of ServiceNow administrators, developers, and analysts
• Conduct performance reviews, set goals, and create individual development plans
• Foster a collaborative, innovative team culture focused on continuous learning
• Provide coaching and technical guidance to team members at various skill levels
• Manage resource allocation and workload distribution across the team

Operational Excellence

• Oversee day-to-day ServiceNow platform operations, maintenance, and support
• Ensure SLA compliance and maintain high service quality standards
• Lead incident response and problem resolution for platform issues
• Manage vendor relationships and coordinate with ServiceNow support when needed
• Develop and maintain team documentation, procedures, and knowledge base

Strategic Planning

• Lead the ServiceNow roadmap planning and technology strategy
• Develop and maintain analytics frameworks to measure team performance and platform effectiveness
• Create executive-level dashboards and reports to demonstrate business value and ROI
• Identify opportunities for process improvement and automation using data-driven insights
• Support business stakeholders in defining requirements and solution approaches

Minimum Qualifications Education & Experience

• Bachelors degree or equivalent experience in Computer Science, Information Technology, Engineering, or related technical field
• Minimum three (3) years of direct experience leading and/or managing large technical teams is essential
• Eight (8) years of hands-on ServiceNow experience
• Experience 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 Catalog
• Configuration Management Database (CMDB) - CI relationships, data integrity, health monitoring
• Performance Analytics and Reporting - critical metrics, dashboards, and business intelligence
• Customer Service Management (CSM)
• Security Incident Response (SIR)
• ServiceNow App Engine and Platform capabilities

CMDB Management: Expertise in:

• CMDB design, implementation, and ongoing governance
• Configuration Item (CI) identification, classification, and relationship mapping
• CMDB data quality management and health scoring
• Integration with discovery tools and automated population strategies
• CMDB analytics and reporting for IT asset visibility
• Compliance with ITIL configuration management processes

Analytics & Reporting: Proficiency in:

• ServiceNow Performance Analytics implementation and configuration
• Dashboard creation and data visualization guidelines
• benchmark development and metrics strategy aligned with business objectives
• Advanced reporting using Report Builder and scheduled reporting
• Data analysis and trend identification for operational insights
• Integration with external BI tools and data warehouses

Development Skills: Proficiency in:

• JavaScript, Glide APIs, and ServiceNow scripting
• ServiceNow Flow Designer and Workflow
• REST/SOAP web services and integrations
• HTML, CSS, and UI customization
• Database concepts and ServiceNow data modeling
• A deep understanding of Secure Development Life Cycle (SDLC)

Certifications

• ServiceNow Certified System Administrator (CSA) - Required
• ITIL Foundations - preferred