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Manager II – ServiceNow
Navy Federal Credit UnionCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading ServiceNow platform strategy and delivery, with a strong focus on digital transformation and product management. Capable of managing cross-functional teams and driving continuous improvement in service performance and operational health.
Highest-signal resume keywords
ServiceNow Platform StrategyAgile Delivery MethodologiesProduct ManagementDigital Transformation LeadershipCross-Functional Team Management
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Lead, coach, and develop a high-performing team of product owners, business analysts, project managers, scrum masters, and ServiceNow professionals
- Build a culture of accountability, collaboration, innovation, and continuous improvement
- Establish performance expectations, career development plans, and succession strategies
- Lead the ServiceNow platform vision, strategic direction, roadmap, governance, prioritization, and investment strategy
- Drive adoption of new ServiceNow capabilities and emerging technologies
- Champion customer and end-user needs by gathering feedback and translating pain points into enhancements
- Measure customer satisfaction, user adoption, business outcomes, and platform performance
- Develop multi-year roadmaps aligned with organizational strategy and business priorities
- Partner with executive leadership on digital transformation and process optimization
- Evaluate market trends, industry best practices, and platform capabilities
- Serve as liaison among business leaders, operational teams, technology organizations, and executive stakeholders
- Present roadmap updates, delivery progress, risks, and business outcomes to senior leadership
- Oversee complex ServiceNow programs and projects from ideation through implementation
- Ensure delivery on time, within scope, budget, and quality expectations
- Manage cross-team dependencies, delivery governance, risk management, resource planning, and reporting
- Champion Agile, Scrum, and product-centric delivery methodologies
- Lead quarterly and annual planning, backlog prioritization, and capacity planning
- Monitor delivery metrics and address execution impediments
- Translate business strategy into executable product and technology initiatives
- Partner with engineering, architecture, and platform teams to define feasible solutions
- Establish platform governance standards, operating models, and best practices
- Ensure compliance with security, audit, regulatory, and organizational requirements
- Manage operational health, service performance, and platform reliability
- Drive continuous improvement in efficiency, quality, and scalability
Requirements
What you’ll need- 10+ years of experience leading technology products, enterprise platforms, or digital transformation initiatives
- 5+ years of leadership experience managing managers, product teams, or large cross-functional organizations
- Demonstrated experience leading ServiceNow platform strategy and delivery
- Strong background in product management, project/program management, and Agile delivery methodologies
- Proven experience influencing executive stakeholders and leading enterprise-scale initiatives
- Experience managing competing priorities in complex matrixed organizations
- Desired: ServiceNow certifications (CSA, CIS, CAD, or Product Owner-related certifications)
- Desired: Agile, Scrum, PMP, SAFe, or equivalent certifications
- Desired: Experience leading digital transformation or enterprise platform modernization efforts
- Desired: Familiarity with ITSM, ITOM, HRSD, CSM, SPM, SecOps, or other ServiceNow modules
- Monday–Friday availability, 8:00 AM–4:30 PM
- Work location: 5510 Heritage Oaks Drive, Pensacola, FL 32526
Benefits
Comp & perks- Competitive pay
- Generous benefits and perks
- Meaningful career experience
- Culture that is energized, engaged and committed
- Employee appreciation and recognition
- Career development plans and succession strategies
- Employee engagement and professional growth
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ServiceNowProduct ManagementProject ManagementAgile MethodologiesScrumPerformance MeasurementRoadmap DevelopmentRisk ManagementGovernance StandardsContinuous Improvement
Soft Skills
LeadershipCollaborationCommunicationCoachingInfluencing Stakeholders
Tools & Technologies
ServiceNow ModulesITSMITOMHRSDCSMSPMSecOps
Certifications & Qualifications
ServiceNow CertificationsAgile CertificationScrum CertificationPMPSAFe
Industry Keywords
Digital TransformationEnterprise PlatformsPerformance ExpectationsCustomer SatisfactionOperational Health