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.

Success Measures

• Improved platform adoption and user satisfaction.

• Increased CMDB accuracy and service visibility.

• Successful delivery of platform roadmap initiatives.

• Increased automation and AI utilization.

• Improved service management process maturity.

• Effective management of ServiceNow partners and support providers.

• Delivery of reliable reporting, governance, and operational insights.