Servicenow Platform Manager - Strategy & Governance

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves, and build a better world-together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Do you believe modern service-management platforms are essential to delivering reliable, efficient, and secure technology services? We do! Ford's Enterprise Product Engineering & Operations organization depends on scalable platforms, disciplined governance, and strong cross-functional execution to improve employee experiences, reduce operational risk, and enable the business to move faster. That's where Enterprise Technology makes an impact.

We are seeking an experienced EPEO Integration & Transformation Manager to lead ServiceNow strategy, governance, roadmap planning, demand management, and organizational planning activities. In this role, you will lead a team of professionals responsible for helping shape the future of Ford's ServiceNow platform and ensuring platform capabilities are prioritized, sequenced, and delivered effectively.

This role requires a combination of ServiceNow platform knowledge, strategic planning, organizational leadership, business acumen, and delivery discipline. You will serve as a primary bridge between application teams, service teams, platform teams, implementation partners, and executive leadership to align demand, manage dependencies, strengthen governance, and enable successful execution of ServiceNow transformation initiatives.

We are seeking a strategic, technically grounded leader to manage ServiceNow strategy, platform governance, and new demand within an IT Operations organization. This manager-level role will serve as the connecting point between application teams, service teams, platform teams, and external ServiceNow partners to ensure the platform continues to deliver measurable business value, operational efficiency, and scalable technology outcomes. The ideal candidate brings hands-on ServiceNow experience, at minimum within IT Service Management, and ideally across additional modules such as IT Operations Management, IT Asset Management, Configuration Management Database, Security Operations, Enterprise Architecture, or Now Assist. This leader must be able to translate technical platform capabilities into business outcomes, confidently present to and field questions from senior leaders, and manage up effectively to align expectations and priorities.

ServiceNow Strategy, Roadmap & Platform Governance

• Contribute to and help shape the ServiceNow roadmap by synthesizing demand trends, pilot outcomes, stakeholder feedback, platform-health insights, and business priorities.
• Provide recommendations that inform broader ServiceNow platform strategy and investment decisions established by senior leadership.
• Lead executive-level governance routines, including roadmap reviews, prioritization discussions, decision forums, risk escalations, and strategic alignment sessions.
• Establish clear processes for evaluating platform demand against business value, technical feasibility, security, cost, resource capacity, data quality, platform stability, and long-term sustainability.
• Partner with the broader ServiceNow governance team to ensure decisions align with enterprise standards for platform health, security, service ownership, configuration management, and operational excellence.
• Support expansion into ServiceNow capabilities such as IT Operations Management, Configuration Management Database, IT Asset Management, Security Operations, automation, AI-enabled capabilities, employee experience, and related platform enhancements.
• Partner with ServiceNow technical leaders, platform teams, and external partners to evaluate future modules, integrations, capabilities, and platform modernization opportunities.

Demand Management & Delivery Coordination

• Own the intake, triage, prioritization, and distribution of new ServiceNow platform demand.
• Ensure stakeholders have clear visibility into demand status, prioritization decisions, delivery timing, dependencies, risks, and tradeoffs.
• Continuously refine demand-intake processes, prioritization methods, communication practices, and governance routines to improve transparency and delivery effectiveness.
• Serve as the primary connector between application teams, service teams, platform teams, enterprise program-management teams, vendors, and leadership.
• Lead organizational Program Increment planning activities, ensuring priorities, dependencies, capacity, objectives, and expected outcomes are clearly defined and aligned across teams.
• Partner with the enterprise Program Management team on large-scale ServiceNow initiatives by providing platform context, demand-side coordination, prioritization input, and stakeholder alignment.
• Directly lead planning, coordination, and execution for smaller-scope initiatives, and step into a program-lead capacity for larger efforts when program-management capacity is constrained.
• Identify, manage, and escalate risks, blockers, dependencies, and cross-team decisions that could affect delivery outcomes or platform health.

Team Leadership & Organizational Effectiveness

• Lead, coach, develop, and guide a team of three professionals supporting ServiceNow strategy, governance, roadmap planning, demand management, and organizational planning.
• Establish clear team priorities, roles, expectations, accountability mechanisms, and development opportunities.
• Foster an engaged, collaborative, and high-performing team environment focused on customer value, operational excellence, and continuous improvement.
• Support workforce planning, capability development, knowledge sharing, and succession planning within the team.
• Promote disciplined execution, transparency, ownership, and continuous learning across the ServiceNow organization.
• Build trusted relationships with stakeholders across Enterprise Technology, business teams, delivery partners, and executive leadership.

Transformation, Innovation & Continuous Improvement

• Identify opportunities to simplify processes, improve governance, reduce delivery friction, and strengthen the effectiveness of ServiceNow platform operations.
• Support adoption of automation, AI-enabled operations, agentic workflows, and emerging ServiceNow capabilities where they can improve service quality, productivity, employee experience, or risk management.
• Use demand, delivery, operational, and platform data to identify trends, improvement opportunities, and strategic priorities.
• Support the development of executive-level materials, roadmap narratives, investment recommendations, business cases, governance content, and transformation updates.
• Partner with internal technical leaders, ServiceNow partners, implementation providers, and managed-service providers to identify and apply leading practices.
• Ensure transformation initiatives are aligned with enterprise architecture, security, compliance, data-governance, and operational-support requirements.

ServiceNow Strategy, Roadmap & Platform Governance

• Contribute to and help shape the ServiceNow roadmap by synthesizing demand trends, pilot outcomes, stakeholder feedback, platform-health insights, and business priorities.
• Provide recommendations that inform broader ServiceNow platform strategy and investment decisions established by senior leadership.
• Lead executive-level governance routines, including roadmap reviews, prioritization discussions, decision forums, risk escalations, and strategic alignment sessions.
• Establish clear processes for evaluating platform demand against business value, technical feasibility, security, cost, resource capacity, data quality, platform stability, and long-term sustainability.
• Partner with the broader ServiceNow governance team to ensure decisions align with enterprise standards for platform health, security, service ownership, configuration management, and operational excellence.
• Support expansion into ServiceNow capabilities such as IT Operations Management, Configuration Management Database, IT Asset Management, Security Operations, automation, AI-enabled capabilities, employee experience, and related platform enhancements.
• Partner with ServiceNow technical leaders, platform teams, and external partners to evaluate future modules, integrations, capabilities, and platform modernization opportunities.

Demand Management & Delivery Coordination

• Own the intake, triage, prioritization, and distribution of new ServiceNow platform demand.
• Ensure stakeholders have clear visibility into demand status, prioritization decisions, delivery timing, dependencies, risks, and tradeoffs.
• Continuously refine demand-intake processes, prioritization methods, communication practices, and governance routines to improve transparency and delivery effectiveness.
• Serve as the primary connector between application teams, service teams, platform teams, enterprise program-management teams, vendors, and leadership.
• Lead organizational Program Increment planning activities, ensuring priorities, dependencies, capacity, objectives, and expected outcomes are clearly defined and aligned across teams.
• Partner with the enterprise Program Management team on large-scale ServiceNow initiatives by providing platform context, demand-side coordination, prioritization input, and stakeholder alignment.
• Directly lead planning, coordination, and execution for smaller-scope initiatives, and step into a program-lead capacity for larger efforts when program-management capacity is constrained.
• Identify, manage, and escalate risks, blockers, dependencies, and cross-team decisions that could affect delivery outcomes or platform health.

Team Leadership & Organizational Effectiveness

• Lead, coach, develop, and guide a team of three professionals supporting ServiceNow strategy, governance, roadmap planning, demand management, and organizational planning.
• Establish clear team priorities, roles, expectations, accountability mechanisms, and development opportunities.
• Foster an engaged, collaborative, and high-performing team environment focused on customer value, operational excellence, and continuous improvement.
• Support workforce planning, capability development, knowledge sharing, and succession planning within the team.
• Promote disciplined execution, transparency, ownership, and continuous learning across the ServiceNow organization.
• Build trusted relationships with stakeholders across Enterprise Technology, business teams, delivery partners, and executive leadership.

Transformation, Innovation & Continuous Improvement

• Identify opportunities to simplify processes, improve governance, reduce delivery friction, and strengthen the effectiveness of ServiceNow platform operations.
• Support adoption of automation, AI-enabled operations, agentic workflows, and emerging ServiceNow capabilities where they can improve service quality, productivity, employee experience, or risk management.
• Use demand, delivery, operational, and platform data to identify trends, improvement opportunities, and strategic priorities.
• Support the development of executive-level materials, roadmap narratives, investment recommendations, business cases, governance content, and transformation updates.
• Partner with internal technical leaders, ServiceNow partners, implementation providers, and managed-service providers to identify and apply leading practices.
• Ensure transformation initiatives are aligned with enterprise architecture, security, compliance, data-governance, and operational-support requirements.