Service Manager

We are seeking an experienced and detail-oriented ServiceNow Service Catalog Manager to own the end-to-end lifecycle of our enterprise service catalog. This role will be the primary point of accountability for the design, development, governance, and performance of catalog items and services within the ServiceNow platform. The ideal candidate will bridge the gap between business needs, service owners, and technical teams to deliver a world-class self-service experience for all employees. Key Responsibilities: End-to-End Service Catalog Management: Manage the entire lifecycle of services and items within the ServiceNow Service Catalog, from initial identification and design to retirement. Governance and Standards: Establish and enforce governance frameworks for the creation, modification, publication, and deletion of catalog items and service offerings. Ensure all stakeholders (service owners, business leaders, IT teams) adhere to defined catalog processes and documentation standards. Preside over the catalog governance board to review and prioritize new service demands and changes. Item Design and Implementation: Collaborate with service owners and business analysts to gather requirements for new or improved services and translate them into technical specifications for the ServiceNow platform. Design and implement intuitive, user-friendly catalog items, including forms, workflows (using Flow Designer), and order guides, to automate service delivery. Ensure secure and resilient designs for new services and coordinate testing and validation efforts before publication. SLA and OLA Definition and Monitoring: Negotiate, define, and implement Service Level Agreements (SLAs) with customers and Operational Level Agreements (OLAs) with internal fulfillment teams within ServiceNow. Configure SLA/OLA definitions on catalog tasks to ensure performance is tracked at appropriate stages of the fulfillment process. Monitor and report on SLA/OLA performance, coordinating with process owners to identify and address bottlenecks or consistent breaches. Performance Monitoring and KPIs: Define and track Key Performance Indicators (KPIs) and Critical Success Factors (CSFs) to measure the effectiveness and efficiency of the service catalog and underlying service delivery. Develop and maintain dashboards and reports (using ServiceNow reporting tools) for stakeholders to provide visibility into service performance, demand, and customer satisfaction. Use performance data and customer feedback to drive continuous service improvement (CSI) initiatives. Stakeholder Communication: Serve as the primary point of contact for service catalog-related communications, promotions, and training to enhance user adoption and experience. Qualifications: Bachelor's degree in Information Technology, Computer Science, or a related field. 5+ years of experience managing a Service Catalog within the ServiceNow platform. Strong understanding of IT Service Management (ITSM) principles and ITIL framework, particularly Service Catalog Management, SLA Management, and Request Fulfillment. Hands‑on experience with ServiceNow configuration, including Service Catalog, Flow Designer/workflows, SLAs/OLAs, and reporting/dashboards. Proven ability to work with diverse stakeholder groups, including technical teams, business units, and leadership. Excellent analytical, problem‑solving, and communication skills. ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS‑SC) certification is preferred. Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative. #J-18808-Ljbffr