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Manager III ETO - ServiceNow

KeyBank Brooklyn Full-Time
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This is a Cleveland, Ohio based position. The ServiceNow Delivery team is responsible for all facets of managing, operating, improving, expanding, and promoting the ServiceNow platform.

This individual will manage a team of ServiceNow engineers and analysts focused on delivering functionality, process improvement, and automation by leveraging ServiceNow. This accounts for all aspects of management including hiring, performance management, staff forecasting and career development. This leader will be responsible for client, vendor, audit, and peer relationships while leading the team to be stewards of the platforms, systems or processes they support.


Manage a team of individuals supporting the ServiceNow platform at Key to meet internal client needs
Act as the steward of the team’s technologies to drive availability, currency, and continuous improvement in the environment
Drive technology roadmap and strategic direction of ServiceNow platform and applicable processes
Be available for coverage in the event of critical issues 24x7 and ensure the team is appropriately staffed to cover incidents
Manage a cost center for both people and technology spend
Contribute to portfolio budgeting and cost control processes
Perform vendor management tasks including compliance and appropriate stewardship meetings to ensure Key’s needs are met
Ensure appropriate recoverability and disaster recovery plans are in place so technology is available in case of catastrophic issues
Ensure vulnerabilities are managed so that Key’s systems are secure from existing and emerging threats
Manage any audits internal or external that evaluate the domain’s technologies
Partner with technology and LOB team to onboard new technology
Drive continuous improvement throughout the domain to drive efficiencies
Partner with appropriate teams to drive innovation in the environment


Bachelor's degree or equivalent experience
Demonstrated leadership experience
5+ years of IT and business/industry work experience.
Minimum 2 years for ServiceNow experience
Strong analytics and financial acumen
Strong oral written and communication skills with the ability to relate to all levels of experience
Consistent positive, can do attitude
Change ready - proven ability to accept, adapt and support technical, process and ograganizational change
Proven experience driving strategy and continuous improvement

Ability to think outside of the box to come to solutions
Demonstrates creativity and works across organizational lines with a 1 Key attitude


KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Skills required

Financial Services
Deliver Financial Result
Balance Risk
Foster Collaboration
Engage Staff
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Job ID: 36392BR


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Headquartered in Cleveland, Ohio, KeyCorp (Key) is one of the nation’s largest financial services companies. Key provides investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.

Our goal is to be the best regional bank in the U.S. What that means is we put our clients’ needs first and take a customized approach to meeting those needs. At Key we’ve made a promise to our clients that they will always have a champion in us. To deliver on that promise, we’re committed to building a team of engaged employees who do the right thing for our clients and help them achieve their financial goals each and every day.

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