Senior ServiceNow Development Manager

Responsibilities

• Partner with the EPS ServiceNow Product Management team to define and execute a multi-year engineering roadmap aligned to business priorities, platform strategy, and measurable outcomes.
• Lead complex, cross-team engineering initiatives across global delivery teams, ensuring architectural consistency, execution rigor, and high-quality delivery at scale.
• Drive the modernization of ServiceNow engineering practices through source control, CI/CD pipelines, automated testing, release governance, secure development, and developer productivity standards.
• Lead the evaluation, deployment, and scaling of ServiceNow AI capabilities, including Now Assist, generative AI, AI agents, predictive intelligence, virtual agent, and intelligent workflow automation.
• Establish platform architecture standards, reusable design patterns, and governance guardrails to enable scalable, secure, and maintainable ServiceNow solutions.
• Provide technical and organizational leadership across ServiceNow domains including ITSM, ITOM, HRSD, CSM, SecOps, and enterprise workflow solutions.
• Own escalation management for critical platform and customer issues, driving rapid cross-functional resolution with transparency, accountability, and operational discipline.
• Build, mentor, and grow high-performing engineering teams and PODs through inclusive hiring, coaching, performance management, and succession planning.
• Foster a culture of innovation, accountability, continuous improvement, and engineering excellence, with clear ownership for quality, resiliency, and business value.
• Partner across enterprise architecture, security, infrastructure, data, and product teams to unlock AI-enabled workflows powered by trusted data, strong governance, and responsible adoption.
• Track and improve engineering and platform performance using measurable outcomes such as delivery velocity, quality, adoption, productivity gains, and service experience improvements.

Requirements

• Deep expertise with the ServiceNow platform, including core workflows such as ITSM, ITOM, HRSD, CSM, SecOps, SPM, ITAM, Flow Designer, App Engine, Creator Workflows, and scoped applications.
• Strong understanding of current ServiceNow AI platform capabilities, including Now Assist, generative AI, AI agents, predictive intelligence, virtual agent, AI orchestration, and workflow automation.
• Strong knowledge of JavaScript, APIs, integrations, web technologies, and enterprise platform architecture patterns.
• Experience with modern ServiceNow engineering practices, including source control, CI/CD, automated testing, release management, code quality, and environment strategy.
• Strong understanding of platform governance, security, data quality, access controls, and responsible AI adoption in enterprise environments.
• Experience leading Agile product and engineering delivery models, with the ability to balance speed, quality, risk, and operational stability.
• Able to consult, influence, and communicate effectively across all organizational levels, including engineers, product managers, business stakeholders, and executives.
• Demonstrated ability to lead through change, drive platform modernization, and align teams to new tools, processes, and ways of working.
• Strong analytical, problem-solving, and decision-making skills with a focus on outcomes, scalability, and continuous improvement.
• Excellent written, verbal, and presentation skills; mastery in English.

Qualifications

• Bachelor’s degree in computer science, Engineering, or a related field; advanced degree preferred.
• 15+ years of IT experience, including leading ServiceNow platform engineering, architecture, or development organizations in complex enterprise environments.
• 5+ years of proven track record of building high-performing global teams.
• Demonstrated experience designing, leading, and scaling large ServiceNow implementations across multiple business units, functions, and geographies.
• Demonstrated experience modernizing ServiceNow development practices through platform engineering, automation, CI/CD, quality engineering, and governance.
• Experience deploying AI-enabled ServiceNow capabilities into production, with a focus on measurable business value, user adoption, and operational excellence.
• ServiceNow Certified System Administrator (CSA) required.
• ServiceNow Certified Application Developer (CAD) and other relevant ServiceNow certifications strongly preferred.

Pay & Benefits

The pay range for this role is $130,700 to $205,200 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only).

The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.