Manager, ServiceNow Platform

About this role

The Manager, ServiceNow Platform is accountable for day-to-day platform prioritization, roadmap coordination, governance, delivery readiness, supportability, and practical business value tracking for Flexential’s ServiceNow platform.

Reporting to the Vice President of Business Technology, this role translates platform strategy into actionable priorities, coordinates intake and delivery readiness, and ensures stakeholder commitments are visible, sequenced, and supportable. The role may be consulted on adoption planning and impacts but is not accountable for platform adoption.

This position directly manages a team of 4-6 ServiceNow Developers and Administrators and partners closely with development, architecture, operations, security, Strategic Portfolio Management, the Project Management Office, finance, procurement, vendors, and business stakeholders.

The ideal candidate must be a player/coach and be hands-on in this role.

Essential Job Functions

Platform Governance and Standards

• Define practical standards for ServiceNow intake, prioritization, roadmap management, architecture review, release readiness, documentation, supportability, adoption input, and value tracking.

• Run ServiceNow governance routines and maintain traceable visibility into decisions, tradeoffs, risks, dependencies, and escalations for the Platform Director and stakeholders.

• Establish guardrails that reduce shadow work, unclear ownership, duplicate configuration, unmanaged customization, and unapproved commitments.

Roadmap, Intake and Prioritization

• Maintain the ServiceNow roadmap based on business priorities, platform strategy, technical considerations, dependencies, risks, releases, and decisions.

• Ensure work enters through approved intake channels and meets minimum readiness standards before sequencing.

• Own ServiceNow platform content and communications channels, including the SharePoint site or web page, release notes, and weekly platform updates; stakeholder and program updates will provided by the IT Delivery Manager.

Team Leadership

• Lead, coach, and develop the ServiceNow team, with clear accountability for technical direction, product priorities, roadmap execution, stakeholder engagement, and platform outcomes.

• Set expectations for ownership, technical decision discipline, product management, communication, stakeholder management, governance participation, and measurable outcomes.

• Support hiring, role clarity, performance feedback, development planning, workload balance, and succession planning.

• Build an accountable team culture that balances speed, quality, platform health, business value, and sustainable operations.

Delivery Readiness and Risk Management

• Coordinate with development to ensure ServiceNow commitments align to approved decisions, capacity inputs, architecture readiness, release timing, and support readiness.

• Set minimum readiness expectations for testing, documentation, support handoff, rollback planning, post-release ownership, and adoption-related inputs required by business or change owners.

• Escalate risks affecting platform health, stakeholder commitments, budget, staffing, compliance, or enterprise outcomes.

• Serve as a consulted partner on technical debt, integration sprawl, customization risk, support complexity, data quality, and value realization when execution ownership resides with other teams.

Vendor, Metrics and Escalation Ownership

• Own large program statements of work with vendors, ensuring scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria align to ServiceNow priorities.

• Use metrics, usage insights, incident trends, backlog health, vendor performance inputs, and stakeholder feedback to inform prioritization recommendations, statement-of-work adjustments, and resourcing discussions.

• Set day-to-day governance expectations, require decision traceability, return work that is not ready, manage prioritization within agreed guardrails, and escalate funding, staffing, priority, risk, or exception decisions to the Platform Director.

Job Requirements

Experience

• 6+ years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination.

• Experience leading technical and product-aligned roles, coaching team members, managing performance, and clarifying ownership in a matrixed environment.

• Strong stakeholder communication skills and the ability to translate platform, delivery, and risk topics into clear updates, options, and recommendations.

• Experience partnering with platform owners, architecture, development, security, operations, finance, procurement, the Project Management Office, business stakeholders, and vendors without assuming ownership of partner teams.

• Ideally, candidates have 5 years of experience as a ServiceNow Senior Developer or Architect.

• Hands-on leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management preferred.

• Experience in global, infrastructure, operations, data center, construction, or high-growth environments preferred.

• Ability to apply practical judgment, maintain an enterprise mindset, communicate concise tradeoffs, coach accountability, and follow through without creating unnecessary process burden.

• Ability to build a team culture that values ownership, collaboration, responsible escalation, continuous improvement, platform health, and measurable outcomes.

Travel

• Travel requirement: approximately 20%, with the potential to increase based on business needs.

Compensation

Base Pay Range

Annualized salary range offered for this position is estimated to be $132,000 - $145,000 annually. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Variable Pay

Discretionary annual bonus, based on personal and company…