ServiceNow Manager

We are seeking a ServiceNow Manager who brings a strong combination of hands-on platform expertise and strategic leadership capability . This individual will play a critical role in building and maturing a ServiceNow environment that is currently in its early stages. The ideal candidate is someone who has grown from a technical background (developer or administrator) and is now comfortable leading strategy, influencing executive stakeholders, and building a team while still being able to “roll up their sleeves” when needed. Key Responsibilities Platform Leadership & Strategy Define and drive the ServiceNow roadmap and platform strategy aligned with business objectives Establish governance, standards, and best practices for platform development and administration Partner with executive leadership to prioritize initiatives and communicate platform value Lead discussions around platform adoption, expansion, and optimization Hands-On Platform Oversight Provide technical guidance across ServiceNow modules (ITSM, ITOM, HRSD, CMDB, etc.) Remain capable of performing configuration, scripting, and troubleshooting as needed Oversee solution design and ensure adherence to scalable architecture and best practices Act as an escalation point for complex technical challenges Build and manage a ServiceNow team (developers, admins, analysts) Participate in hiring, mentoring, and performance management Foster a collaborative, high-performing team culture Determine when to leverage internal resources vs. partners/consultants Stakeholder Engagement Lead executive-level conversations and present platform strategy and progress Translate technical concepts into business-friendly language Partner with cross-functional stakeholders to gather requirements and drive adoption Serve as the primary point of contact for ServiceNow across the organization Process & Platform Maturity Assess current state and build a maturity model for ServiceNow adoption Implement and improve ITSM processes, CMDB accuracy, automation, and workflows Drive continuous improvement and process standardization across business units Required Qualifications 7+ years of experience with ServiceNow platform (development and/or administration) 2–4+ years in a lead or management role Strong background in hands-on ServiceNow work (scripting, workflows, integrations) Experience implementing or supporting ITSM and/or other core ServiceNow modules Proven ability to develop strategy and influence decision-making at leadership levels Experience in team building and hiring Preferred Qualifications ServiceNow certifications (CSA, CIS, CAD, or similar) Experience building or scaling a ServiceNow practice from early-stage maturity Exposure to enterprise environments or multi-business unit organizations Experience working with third-party implementation partners Key Traits for Success Comfortable operating in a build-and-grow environment (not fully mature yet) Able to balance strategic thinking with hands-on execution Strong communication and executive presence Proactive, solution-oriented, and highly collaborative #J-18808-Ljbffr CDW