Senior Manager, ServiceNow Platform Operations
<div><b>Category/Area of Expertise:</b> IT & Technology<br/><b>Job Requisition:</b> 509524<br/><b>Address: </b>USA-IL-Chicago-300 South Riverside Plaza <br/><b>Store Code: </b>Service Delivery Process Controls (5145463) <br/><br/><strong>Primary Purpose:</strong><br/><br/>The <strong>Senior Manager, ServiceNow Platform Operations </strong>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.<br/><br/>Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC and Chicago, IL. <br/><br/>Applicants must be currently authorized to work in the United States on a full-time basis. <br/><br/><strong>Duties & Responsibilities:</strong><br/><ul><li>Execute the platform roadmap by translating strategy into actionable plans, backlog priorities, and measurable outcomes. </li><li>Lead a team of platform managers and engineers, providing coaching, direction, and clarity while actively participating in detailed design, problem-solving, and delivery. </li><li>Drive platform capability development, integrations, and enhancements that address user pain points, standardize workflows, and improve efficiency. </li><li>Oversee platform health, including uptime, reliability, performance, and technical debt, stepping into incident and root-cause analysis when needed. </li><li>Partner with engineering, product, operations, and business teams to capture requirements, refine use cases, and align on platform standards. </li><li>Improve operator and user experience by simplifying workflows, reducing friction, and ensuring capabilities are intuitive, consistent, and scalable. </li><li>Manage cross-team dependencies, integration lifecycles, and sequencing to support smooth, coordinated delivery. </li><li>Enforce platform governance standards, ensuring compliance with architecture patterns, security requirements, and lifecycle best practices. </li><li>Monitor adoption, usage patterns, and business outcomes; identify gaps, propose improvements, and iterate based on data and feedback. </li><li>Advance automation and AI-enabled enhancements that reduce manual effort, accelerate ticket resolution, and increase platform reliability. </li><li>Collaborate with vendors and partners, escalating issues, clarifying requirements, and ensuring commitments support platform needs. </li><li>Communicate progress, risks, decisions, and outcomes to senior leaders with clarity and confidence. </li><li>May be called upon to support critical escalations and must be available during urgent IT incidents as needed.</li></ul><br/><strong>Qualifications: </strong><br/><ul><li>Bachelor's degree or equivalent experience. </li><li>10+ years in platform, product, or technical management roles; experience leading ServiceNow platform teams strongly preferred. </li><li>Demonstrated success delivering ServiceNow platform capabilities, integrations, and technical enhancements in complex enterprise environments. </li><li>Strong understanding of ServiceNow platform reliability, workflow design, automation, and integration patterns. </li><li>Proven ability to lead teams through ambiguity, resolve issues hands-on, and drive clear execution across multiple stakeholders. </li><li>Skilled in backlog management, agile delivery, problem-solving, and translating requirements into actionable technical outcomes. </li><li>Strong communication and stakeholder management across engineering, operations, and business teams. </li></ul><br/><strong>Preferred Qualifications: </strong><br/><ul><li>Experience with enterprise platforms supporting workflows, automation, or service operations. </li><li>Familiarity with observability tools, SLO/SLA management, and performance optimization. </li><li>Background applying AI/ML or automation capabilities to simplify workflows and improve operational efficiency. </li><li>Experience managing vendor relationships, integrations, or co-development efforts. </li></ul><br/>#DICEJobs #LI-hybrid #LI-SS1<br/><br/><strong>Salary Range: </strong>$151,200 - $226,800 <br/><br/><strong> Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws. </strong><br/><br/></div>
