Manager, ServiceNow

About the role

This position involves managing ServiceNow client implementations, leading multiple workstreams from planning to post‑support, and ensuring successful delivery aligned with organizational strategies. The role requires conducting client workshops to present best practices for ITSM, ITOM, and IRM, translating complex needs into technical requirements, and engaging decision‑makers to develop project roadmaps. The manager will guide and mentor team members and clients on ServiceNow operations, upgrades, and development, while coordinating on‑shore and off‑shore teams using agile methodologies.

Responsibilities

• Oversee ServiceNow implementation projects, including requirements gathering, development, testing, and deployment.
• Lead client workshops to understand needs and present solutions.
• Engage with stakeholders to align project deliverables with strategic goals.
• Mentor team members and provide guidance on ServiceNow best practices.
• Support business development activities such as proposals and client pursuits.
• Manage project finances in accordance with organizational policies.
• Coordinate on‑shore and off‑shore teams using agile methodologies.

Qualifications

• Minimum five years of experience managing enterprise systems, with at least three years focused on ServiceNow platform management.
• Bachelor’s degree or equivalent work experience.
• Proven success in executing at least two ServiceNow implementations.
• Current certifications in ServiceNow System Administration; preferably certifications in ITSM, Discovery, or IRM modules.
• Experience leading agile teams and projects of varying sizes.
• Strong communication, leadership, and client engagement skills.

Additional Requirements

• Ability to travel as needed.
• Authorized to work in the U.S. without sponsorship.
• Commitment to integrity, professionalism, and a collaborative work environment.