Manager, ServiceNow Platform

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, ServiceNow Platform based in United States. The Manager, ServiceNow Platform is responsible for the day-to-day prioritization, governance, roadmap coordination, delivery readiness, and supportability of an enterprise ServiceNow platform. This player/coach role combines people leadership with hands-on platform and product management responsibilities. You will lead a team of 4–6 ServiceNow Developers and Administrators while coordinating closely with architecture, development, security, operations, finance, procurement, PMO, vendors, and business stakeholders. You will translate platform strategy into actionable priorities, establish practical governance standards, and maintain visibility into risks, dependencies, and commitments. The role also helps ensure that releases are well prepared, supportable, and aligned with business value. It offers an opportunity to shape platform direction while building a high-accountability team focused on sustainable outcomes.

Responsibilities

• Define and maintain practical standards for ServiceNow intake, prioritization, roadmap management, architecture reviews, release readiness, documentation, supportability, adoption input, and value tracking.
• Lead governance routines and maintain clear visibility into decisions, tradeoffs, risks, dependencies, escalations, and platform commitments.
• Establish guardrails that reduce duplicate configuration, unmanaged customization, shadow work, unclear ownership, and unapproved commitments.
• Own the ServiceNow roadmap, ensuring priorities reflect business needs, technical considerations, dependencies, risks, releases, and strategic decisions.
• Ensure platform work enters through approved intake channels and meets appropriate readiness standards before being prioritized and sequenced.
• Manage ServiceNow platform communications, including the platform SharePoint site or web page, release notes, and weekly platform updates.
• Lead, coach, and develop a team of 4–6 ServiceNow Developers and Administrators, providing direction across technical priorities, product management, roadmap execution, stakeholder engagement, and platform outcomes.
• Establish clear expectations around ownership, technical decision-making, communication, governance participation, accountability, and measurable results.
• Support hiring, performance management, professional development, workload planning, role clarity, and succession planning.
• Coordinate with development teams to ensure commitments align with approved decisions, capacity, architecture readiness, release timing, and support requirements.