Senior Manager Enterprise Service Management & ServiceNow

Summary

The Senior Manager, Enterprise Service Management & ServiceNow is the enterprise product and technology leader accountable for the vision, multi-year strategy, investment portfolio, roadmap, governance, financial performance, architecture alignment, delivery, adoption, and operational health of the ServiceNow platform. This role establishes the strategic direction and investment thesis for enterprise service management and workflow capabilities across ITSM, CMDB, ITOM, Service Mapping, HRSD, and future digital workflow and AI investments.

Serving as a strategic partner and trusted technical advisor to senior business and IT leaders, this leader converts enterprise priorities into decision-ready strategies, investment scenarios, business cases, and sequenced roadmaps. The Senior Manager shapes investment decisions through financial modeling, data-driven insights, total-cost and risk analysis, prototypes, and measurable value outcomes, while balancing growth, business value, cyber and regulatory risk, platform health, technical debt, workforce capacity, and cost to serve.

The role establishes the operating model, decision rights, architecture guardrails, development and support standards, and cross-functional coordination required to deliver end-to-end services. It leads a high-performing team and partner ecosystem, anticipates market and technology shifts, and drives organizational change, innovation, and continuous improvement across the enterprise.

What You'll Do

• Own and execute a three-to-five-year strategy for enterprise service management. Ensure the investment strategy is aligned with enterprise architecture, digital transformation priorities, business strategy, and the organization’s technology roadmap. Define the target state, strategic choices, capability sequencing, sourcing approach, and investment assumptions.


• Lead all enterprise portfolio and investment governance for functional and technical aspects of service management, including but not limited to demand intake, business-case standards, value and risk assessment, prioritization, sequencing, funding recommendations, decision rights, architecture review, stage gates, and benefits realization. Provide executives with transparent choices, financial implications, opportunity costs, dependencies, risks, and expected business outcomes.


• Serve as a trusted technical, strategic, and investment advisor to senior leaders. Translate business needs into platform strategies, operating-model choices, service designs, investment options, and executable roadmaps. Influence decisions using data, prototypes, return-on-investment analysis, total cost of ownership, risk-adjusted value, and defined outcome measures.


• Oversee the design, implementation, integration, and support of scalable ServiceNow solutions across ITSM, CMDB, ITOM, Service Mapping, HRSD, and emerging workflow and AI capabilities.


• Own and continuously improve ITIL-based service management processes and enterprise standards, including Incident, Problem, Change, Request, Knowledge, Configuration, Service Mapping, and related technology service management practices.


• Provide end-to-end accountability across the software and product lifecycle, including discovery, requirements, architecture and design, development, testing, release, deployment, adoption, operations, maintenance, and retirement.


• Lead organizational change and adoption for new platform capabilities and service management practices. Sponsor stakeholder engagement, communications, training, knowledge transfer, and reinforcement plans to sustain new ways of working. Establish clear process ownership, controls, KPIs, training, and adoption mechanisms.


• Own the annual and multi-year financial plan for the ServiceNow portfolio, managing operating and capital expenditures, forecasts, variances, and resource investments. Apply strong financial acumen and stewardship to establish targets, track benefits, and demonstrate measurable improvements in performance, productivity, risk reduction, and cost to serve.


• Evaluates and anticipates shifts in ServiceNow innovation, AI capabilities, industry trends, market dynamics, and utility-sector priorities. Shapes enterprise service management strategy by determining the business implications of emerging capabilities and directing adoption, partnership, and risk-mitigation decisions that advance organizational readiness and long-term value.


• Balance large-scale transformation work with operational support, maintenance, enhancements, technical debt, and platform reliability. Plan workforce and partner capacity, allocate resources, and maintain realistic delivery commitments across the combined portfolio.


• Lead, coach, and develop a diverse, inclusive, and high-performing team. Set a clear vision, connect team work to enterprise strategy, establish accountability, and implement technical training, mentoring, succession, and career-development practices.


• Build relationships across business functions; Promote transparent communication, knowledge sharing, and shared accountability for outcomes.


• Perform other duties and responsibilities as assigned.

Education

Experience

• Minimum 8 years of relevant experience required. In lieu of a degree, 12 years of relevant experience or an equivalent combination of education and experience totaling 12 years may be considered.


• Minimum of 2 years leadership experience preferred.

Additional Requirements and Qualifications

What It Takes to Succeed: 

•    Enterprise product and platform leadership experience with ServiceNow or a comparable complex workflow platform, including strategy, roadmap, governance, delivery, operations, and benefits realization.
•    Demonstrated success developing and executing multi-year application or platform strategies aligned with enterprise architecture, digital transformation, cybersecurity, and business priorities.
•    Ability to operate across strategic, operational, and tactical levels and convert enterprise priorities into decision-ready options, funded roadmaps, delivery plans, and measurable results.
•    Strong executive influence and communication skills, including the ability to simplify complex technical and operational issues, facilitate difficult decisions, and align stakeholders without relying solely on formal authority.
•    Advanced financial and commercial acumen, including experience building multi-year investment plans and business cases; managing operating and capital budgets, forecasts, and variances; evaluating return on investment and total cost of ownership; optimizing licensing and vendor spend; and reallocating resources across competing priorities.
•    Experience establishing portfolio governance and product-management practices. Demonstrated success leading organizational change, improving adoption, building high-performing teams, and creating a culture of accountability, collaboration, inclusion, learning, and innovation.
•    Sound judgment in ambiguous or high-impact situations, with the ability to anticipate dependencies and risk, maintain composure, and make timely, transparent decisions.

Additional Requirements/Qualifications

•    Experience across multiple ServiceNow products or workflows, such as ITSM, ITOM, CMDB, Service Mapping, HRSD, Employee Center, ITAM, Strategic Portfolio Management, IntegrationHub, Now Assist, or AI agents.
•    ServiceNow Certified System Administrator, Certified Implementation Specialist, or other relevant ServiceNow certification is preferred.
•    ITIL certification is preferred. Relevant architecture, cloud, product management, Agile, or program management credentials are also valued.
•    Ability to manage operating and capital budgets, financial forecasts, investment business cases, licensing economics, workforce capacity, vendor performance, multiple delivery methods, and concurrent transformation and operational commitments.
•    Ability to cultivate an inclusive work environment and lead employee selection, development, coaching, performance management, and succession planning.
•    Demonstrated enterprise perspective and sound judgment, with strong strategic, analytical, and planning capabilities to anticipate downstream impacts, solve complex problems, align stakeholders, negotiate effectively, and deliver clear written, presentation, and executive-level communications.
•    Working knowledge of enterprise architecture, cloud services, integrations, data management, cybersecurity, privacy, regulatory compliance, business continuity, and core infrastructure principles.