Senior Manager, Service Management
Job Summary
The Senior Manager, Service Management is responsible for leading the operational execution and continuous improvement of IT Service Management (ITSM) processes and the ServiceNow platform. This role oversees both the Service Management and ServiceNow Engineering teams and is accountable for delivering reliable, efficient, and scalable service capabilities that support enterprise technology operations.
About the Role
This role provides people leadership for two functional teams: Service Management and ServiceNow Engineering. The Senior Manager directly manages individual contributors and is accountable for team performance, operational results, and functional execution.
Primary Duties And Accountabilities
Lead the Service Management team responsible for the execution and continuous improvement of ITSM processes, ensuring adherence to established standards, policies, and governance frameworks.
Monitor service performance metrics, identify trends, and implement corrective actions to improve service quality, efficiency, and customer satisfaction.
Drive the maturity of service management capabilities by identifying improvement opportunities and implementing structured enhancements aligned with departmental strategy.
Provide operational reporting and insights to Technology leadership to support performance visibility and informed decision-making.
ServiceNow Platform Oversight
Lead the ServiceNow Engineering team responsible for platform configuration, administration, enhancement delivery, and operational stability.
Ensure platform solutions align with established architecture, security, and governance standards.
Oversee backlog prioritization, release planning, and enhancement delivery in alignment with departmental objectives and resource capacity.
Partner with enterprise architecture, security, and infrastructure teams to ensure integrations and configurations meet operational and compliance requirements.
Monitor platform performance and reliability, proactively addressing risks and coordinating resolution of complex issues.
People Leadership & Talent Development
Provide direct leadership, coaching, and performance management for team members across Service Management and ServiceNow Engineering.
Translate departmental objectives into clear team goals and measurable performance expectations.
Conduct performance reviews, provide ongoing feedback, and implement development plans to build team capability and bench strength.
Lead hiring, onboarding, workforce planning, and succession planning in alignment with approved budgets and workforce strategies.
Foster a culture of accountability, collaboration, operational excellence, and continuous improvement.
Strategy Execution, Collaboration & Stakeholder Engagement
Partner with Technology, Security, and Business stakeholders to ensure service management processes and platform capabilities effectively support operational needs.
Translate enterprise and departmental strategies into actionable roadmaps and execution plans for Service Management and ServiceNow Engineering.
Represent the function in cross-functional meetings and governance forums, providing operational expertise and status updates.
Communicate key initiatives, risks, dependencies, and performance outcomes to senior leadership.
Support audit, compliance, and risk management activities related to ITSM and ServiceNow operations.
Qualifications
Education: Bachelor’s degree in Information Technology, Computer Science, Business, or a related field or an equivalent combination of education and work experience.
Experience: 7+ years of progressive experience in IT Service Management or enterprise technology operations. 3+ years of people leadership experience managing technical and/or process-oriented teams. Demonstrated experience overseeing ServiceNow platform administration, enhancement delivery, and operational support. Experience working within enterprise technology organizations or large-scale service operations environments.
Knowledge, Skills, And Abilities: Strong knowledge of ITSM frameworks (e.g., ITIL) and practical application in operational environments. Proven ability to manage operational performance, metrics, and service improvement initiatives. Strong analytical, problem-solving, and decision-making skills with the ability to balance competing priorities. Ability to influence cross-functional stakeholders and drive collaboration across departments. Excellent communication, facilitation, and stakeholder management skills. Ability to manage multiple initiatives in a fast-paced environment while maintaining operational stability.
Pay
The salary range for this position is $140,000 to $167,000 annually. In addition to the annual salary, this role is eligible for an annual bonus based on the terms of Choice's Management Incentive Plan (MIP). The pay range listed is for this position and is what Choice Hotels reasonably expects to pay. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.
About Choice
Choice Hotels International, Inc. (NYSE: CHH), is one of the largest lodging franchisors in the world. With 7,500 hotels in 45+ countries and territories, we offer a range of high-quality lodging options in the upper upscale, upper midscale, midscale, extended stay, and economy segments. We’re the hotel company for those who choose to bet on themselves — the striver, the dreamer, the entrepreneur — because that’s who we are, too. At Choice, we are united by the simple belief that tomorrow will be even better than today — for associates, our company, and our franchisees. At our worldwide corporate headquarters in North Bethesda, Maryland, at our technology center in Scottsdale, Arizona, and through our associates around the globe, every voice is heard and every idea is listened to, no matter what area of the company they come from. We are united in supporting the entrepreneurial dreams of our thousands of franchise owners, which propels us forward — giving our work at Choice a purpose larger than our business.