Manager, Enterprise Service Management Platform

About the Role

The Manager for the Enterprise Service Management (ESM) Platform oversees the UT San Antonio ServiceNow enterprise application and the supporting team. This role leads a high-performing team responsible for ServiceNow platform management, project delivery, and daily operations. It serves as the operational connector between business stakeholders and the digital processes and services delivered by the ESM technology team. The mission is to accelerate digital transformation, improve operational efficiency, and ensure a stable, sustainable service management platform aligned with the university’s academic and business goals.

Responsibilities

• Provides strategic leadership and governance for the UT San Antonio ServiceNow platform and Enterprise Service Management team.
• Manages and mentors a team of ServiceNow administrators, developers, analysts, and project specialists.
• Promotes and drives adoption of enterprise service management best practices and processes to respective ServiceNow customers and business areas.
• Serves as the primary liaison between the Enterprise Service Management team and People Excellence (HR), Business Service Centers, and university distributed IT groups.
• Directs the full lifecycle of ServiceNow-enabled initiatives – from requirements and solution design to implementation, testing, and launch.
• Facilitates workshops to validate business needs, confirm feasibility, and ensure solutions resolve real operational issues.
• Maintains strong collaborative relationships with all university IT support delivery teams and academic and business leaders to facilitate a comprehensive ServiceNow platform roadmap.
• Oversees day-to-day platform operations including configuration, customization, integration, and SLA management.
• Reviews platform roadmap to ensure upgrades, customizations, and enhancements align with organizational priorities and digital transformation strategies.
• Establishes clear performance objectives and promotes outcomes that focus on university success.
• Strengthens DR/BCP capabilities to ensure platform continuity and long-term sustainability.
• Identifies opportunities to optimize processes, reduce operational costs, and improve employee and customer experience through ServiceNow capabilities.
• Manages project deliverables, resource allocation, timelines, and risk mitigation.
• Integrates technical feasibility with business/academic ROI to ensure successful product delivery and measurable value.
• Oversees development of usable tools, dashboards, and reports to provide ServiceNow business customers with consistent and accurate data for strategic and operational management.
• Conducts training and enablement sessions to increase platform adoption and maximize ServiceNow value.
• Promotes knowledge sharing between technical teams and business users.
• Maintains platform security, access, and availability in coordination with university policies.
• Oversees integrations between ServiceNow and other enterprise systems.
• Manages vendor relationships, licensing, and platform-related budgets.
• Performs other duties as assigned.

Qualifications

• Bachelor's Degree in a related field.
• Seven (7) years of related work experience. Experience may be substituted for education on a one year for one year basis.

Skills

• Verbal and Written Communication
• Microsoft Office Suite
• Policy Development
• Disaster Recovery
• Budgetary Assistance
• Program Management
• Strategic Planning

Working Conditions

Office environment. Ability to travel to and from meetings, training sessions, or other business-related events. Workdays, areas, and work hours may vary depending on the department's needs.

Physical Demands

Jobs are sedentary; if walking and standing are required, only occasionally. Ability to exert up to 50 pounds of force to lift, carry, push, pull, or otherwise move objects.

Additional Information

This position will work primarily on campus. Travel and parking expenses are the employee’s responsibility. This position is contingent upon a successful background check. Verification of a valid driver’s license and Motor Vehicle Record (MVR) may be completed as applicable. Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

Pay

Up to $115,830/Annualized, commensurate with education, experience, and qualifications.

Schedule

Full Time

Application Details

Posting Close Date: 9/25/2026. Required materials: Resume (required), Cover letter (preferred), Contact information of three professional references.