Senior Manager, Service Now Platform Operations

Primary Purpose

The Senior Manager, Service Now Platform Operations leads a team of platform managers and engineers responsible for delivering capabilities, integrations, and enhancements for ADUSA's core Enterprise Platform (ServiceNow). Owns day-to-day execution of the platform roadmap, ensures operational excellence, resolves workflow friction, and drives adoption across engineering, operations, and business teams. Operates as a hands-on people leader who balances strategic alignment with deep technical and operational involvement and acts as a visible enterprise champion for ServiceNow.

Duties & Responsibilities

• Execute the platform roadmap by translating strategy into actionable plans, backlog priorities, and measurable outcomes.
• Lead a team of platform managers and engineers, providing coaching, direction, and clarity while actively participating in detailed design, problem-solving, and delivery.
• Drive platform capability development, integrations, and enhancements that address user pain points, standardize workflows, and improve efficiency.
• Oversee platform health, including uptime, reliability, performance, and technical debt, stepping into incident and root-cause analysis when needed.
• Partner with engineering, product, operations, and business teams to capture requirements, refine use cases, and align on platform standards.
• Improve operator and user experience by simplifying workflows, reducing friction, and ensuring capabilities are intuitive, consistent, and scalable.
• Manage cross-team dependencies, integration lifecycles, and sequencing to support smooth, coordinated delivery.
• Enforce platform governance standards, ensuring compliance with architecture patterns, security requirements, and lifecycle best practices.
• Monitor adoption, usage patterns, and business outcomes; identify gaps, propose improvements, and iterate based on data and feedback.
• Advance automation and AI-enabled enhancements that reduce manual effort, accelerate ticket resolution, and increase platform reliability.
• Collaborate with vendors and partners, escalating issues, clarifying requirements, and ensuring commitments support platform needs.
• Communicate progress, risks, decisions, and outcomes to senior leaders with clarity and confidence.
• May be called upon to support critical escalations and must be available during urgent IT incidents as needed.

Qualifications

• Bachelor's degree or equivalent experience.
• 10+ years in platform, product, or technical management roles; experience leading ServiceNow platform teams strongly preferred.
• Demonstrated success delivering ServiceNow platform capabilities, integrations, and technical enhancements in complex enterprise environments.
• Strong understanding of ServiceNow platform reliability, workflow design, automation, and integration patterns.
• Proven ability to lead teams through ambiguity, resolve issues hands-on, and drive clear execution across multiple stakeholders.
• Skilled in backlog management, agile delivery, problem-solving, and translating requirements into actionable technical outcomes.
• Strong communication and stakeholder management across engineering, operations, and business teams.

Preferred Qualifications

• Experience with enterprise platforms supporting workflows, automation, or service operations.
• Familiarity with observability tools, SLO/SLA management, and performance optimization.
• Background applying AI/ML or automation capabilities to simplify workflows and improve operational efficiency.
• Experience managing vendor relationships, integrations, or co-development efforts.