Manager, IT Service Management

Position Summary

The Manager, ServiceNow Platform & Service Management is responsible for the strategy, governance, roadmap, and continuous improvement of the ServiceNow platform and IT Service Management capabilities across IDEX.

Key Responsibilities

• Own the ServiceNow platform strategy, roadmap, governance model, and overall platform health.

• Establish platform standards, release management practices, and enhancement prioritization.

• Manage ServiceNow vendors, implementation partners, and support providers.

• Ensure alignment with enterprise architecture, cybersecurity requirements, and business needs.

• Lead the maturity and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.

• Establish and maintain policies, standards, SLAs, KPIs, and governance practices.

• Drive service quality improvements, operational efficiency, and adoption of best practices.

• Own CMDB strategy, data quality, and governance.

• Lead ServiceNow Discovery, Service Mapping, and platform integration initiatives.

• Drive Software Asset Management maturity, compliance, and optimization efforts.

• Expand platform capabilities to improve visibility across infrastructure, applications, and services.

• Develop and execute the ServiceNow automation and AI roadmap.

• Lead adoption of capabilities such as Now Assist, workflow automation, self-service, and predictive intelligence.

• Identify opportunities to improve productivity and reduce manual work through intelligent automation.

• Establish executive dashboards and reporting for platform health, service performance, process maturity, and roadmap progress.

• Lead ServiceNow governance forums and steering committees.

• Provide recommendations and insight to leadership regarding platform investments and priorities.

Qualifications

• Experience: 7+ years of IT Service Management, ServiceNow, or enterprise platform experience. 5+ years of ServiceNow administration, platform ownership, or service management leadership experience. Experience with ITSM, CMDB, Discovery, Asset Management, and ServiceNow governance. Experience managing third-party partners and outsourced support teams.

• Certifications: ITIL Foundation or higher. ServiceNow CSA certification. ServiceNow CIS certifications preferred. PMP or Agile certifications are a plus.

Total Rewards

The compensation range for this position is $112,700.00 - $169,100.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more.

Equal Opportunity Employer

IDIEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.