Manager, ServiceNow Platform

Flexential

. Accountable for day-to-day ServiceNow platform prioritization, roadmap coordination, governance, delivery readiness, supportability, and business value tracking .

Posted 9/25/2026full-timeRemote • United StatesMid-LevelSenior💰 $132,000 - $145,000 per yearWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Accountable for day-to-day ServiceNow platform prioritization, roadmap coordination, governance, delivery readiness, supportability, and business value tracking
Translate platform strategy into actionable priorities and coordinate intake and delivery readiness
Ensure stakeholder commitments are visible, sequenced, and supportable
Directly manage 4–6 ServiceNow Developers and Administrators
Partner with development, architecture, operations, security, Strategic Portfolio Management, the Project Management Office, finance, procurement, vendors, and business stakeholders
Define standards for ServiceNow intake, prioritization, roadmap management, architecture review, release readiness, documentation, supportability, adoption input, and value tracking
Run governance routines and maintain visibility into decisions, tradeoffs, risks, dependencies, and escalations
Establish guardrails to reduce shadow work, unclear ownership, duplicate configuration, unmanaged customization, and unapproved commitments
Maintain the ServiceNow roadmap based on business priorities, platform strategy, technical considerations, dependencies, risks, releases, and decisions
Ensure work enters through approved intake channels and meets readiness standards before sequencing
Own ServiceNow platform content and communications channels, including SharePoint or web pages, release notes, and weekly platform updates
Lead, coach, and develop the ServiceNow team; support hiring, role clarity, performance feedback, development planning, workload balance, and succession planning
Coordinate delivery readiness for testing, documentation, support handoff, rollback planning, post-release ownership, and adoption-related inputs
Escalate risks affecting platform health, stakeholder commitments, budget, staffing, compliance, or enterprise outcomes
Serve as a consulted partner on technical debt, integration sprawl, customization risk, support complexity, data quality, and value realization
Own large vendor statements of work, including scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria
Use metrics, usage insights, incident trends, backlog health, vendor performance, and stakeholder feedback to inform prioritization, SOW adjustments, and resourcing discussions
Set governance expectations, require decision traceability, return unready work, manage prioritization within guardrails, and escalate funding, staffing, priority, risk, or exception decisions to the Platform Director

Requirements

What you’ll need

6+ years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination
Experience leading technical and product-aligned roles, coaching team members, managing performance, and clarifying ownership in a matrixed environment
Strong stakeholder communication skills and ability to translate platform, delivery, and risk topics into clear updates, options, and recommendations
Experience partnering with platform owners, architecture, development, security, operations, finance, procurement, the Project Management Office, business stakeholders, and vendors
Ideally, 5 years of experience as a ServiceNow Senior Developer or Architect
Hands-on leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management preferred
Experience in global, infrastructure, operations, data center, construction, or high-growth environments preferred
Ability to apply practical judgment, maintain an enterprise mindset, communicate concise tradeoffs, coach accountability, and follow through without creating unnecessary process burden
Ability to build a team culture that values ownership, collaboration, responsible escalation, continuous improvement, platform health, and measurable outcomes
Approximately 20% travel, with potential to increase based on business needs
Must be legally authorized to work in the United States
Must reside in a state where the company maintains employment eligibility at the time of hire and throughout employment

Benefits

Comp & perks

Discretionary annual bonus, based on personal and company performance
Medical, Telehealth, Dental and Vision
401(k)
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
Life and AD&D
Short Term and Long-Term disability
Flex Paid Time Off (PTO)
Leave of Absence
Employee Assistance Program
Wellness Program
Rewards and Recognition Program