SERVICENOW MANAGER (HYBRID)

iTRTech Group; Lisboa; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

iTRTech Group is seeking a Senior ServiceNow Manager to lead the Competence Center in a hybrid Porto setting. You will define the platform vision, drive strategy, and manage a governance framework while leading a high-performing team across ITIL processes and service delivery.

Fluency in English is mandatory, with 8+ years in IT and strong ServiceNow expertise. The role emphasizes roadmap ownership, release governance, and collaboration with senior stakeholders and vendors to deliver value while

Qualifications

• 8+ years in IT, with 5+ years hands-on ServiceNow
• 3+ years leading technical teams or a competence center
• Solid knowledge of Agile methodology (Scrum/Kanban) and backlog management
• Knowledge of ITIL practices and change/release governance
• Solid understanding of ServiceNow platform architecture, data model, releases, licensing
• Experience defining KPIs, reporting to senior management, and managing budgets
• Strong leadership, coaching, and conflict-resolution skills
• Strong stakeholder management and communication skills at all levels
• Strategic thinking with ability to balance priorities, risk, cost, and constraints
• Fluent in English

Responsibilities

• Define and maintain the ServiceNow vision, roadmap, and operating model aligning with business IT strategy
• Decide modules and capabilities to adopt and prioritize deployment
• Promote platform adoption and reuse across the organization
• Ensure platform aligns with ServiceNow standards and enterprise architecture
• Own governance framework including standards, policies, processes, and RACI
• Approve releases after testing, sign-off, and readiness
• Manage change management decisions balancing risk and business impact
• Oversee platform upgrades planning to minimize disruption
• Guard security, compliance, and audit requirements for the platform
• Lead Agile practices, sprint cadence, backlog and ensure capacity matches commitments
• Build and maintain KPIs for platform delivery, quality, SLAs, adoption
• Report results and trends to senior management and stakeholders
• Coach the team, recruit and develop talent, and manage workload and resourcing
• Manage relationships with vendors, process owners, and IT teams
• Control budget, licensing, and contracts to optimize platform costs

Skills

IT leadership

ServiceNow

Agile / Scrum

ITIL

Stakeholder management

Strategic thinking

Communication

English

Budgeting

Team development

Job description

SERVICENOW MANAGER (HYBRID PORTO)

Portuguese company hires for hybrid position

Location: Matosinhos, Porto — only candidates living in the districts of Porto, Braga or Aveiro

Only candidates already based in Portugal will be considered

Work Model: Hybrid — 2-3 days onsite per week

Language Requirements: Fluent English mandatory

Seniority: Senior (8+ years in IT, including 5+ years with ServiceNow and 3+ years managing technical teams or a competence center)

Role Summary

The ServiceNow Manager leads the Competence Center and is accountable for the strategy, governance, and overall performance of the ServiceNow platform and the team that runs it. He sets the direction and standards for the platform and makes sure business priorities become delivered value. He is accountable for releases, change approvals, platform upgrades, and performance reporting. He manages and develops the team, removes obstacles, and is the main contact for senior stakeholders, vendors, and other IT and business leaders. Day-to-day delivery is delegated to the role owners, and he steps in on decisions that carry significant risk, cost, or business impact.

Key Responsibilities

• Strategy and platform vision
• Define and maintain the ServiceNow vision, roadmap, and target operating model, in line with business and IT strategy
• Decide which modules and new capabilities (including Now Assist and AI) are adopted, and in what order
• Promote platform adoption and reuse of existing capabilities across the organization
• Keep the platform aligned with ServiceNow standards, enterprise architecture, and corporate rules
• Governance and decision making
• Own the governance framework: standards, policies, processes, and decision rights (including the RACI)
• Give final approval for releases, after confirming testing, business sign-off, and readiness
• Take final accountability for change management / CAB decisions, balancing risk, timing, and business impact
• Approve the plan and timing of platform upgrades and make sure they cause minimal disruption
• Oversee security, compliance, and audit requirements for the platform
• Act as escalation point for conflicts between priorities, resources, or technical approaches
• Performance, reporting, and continuous improvement
• Define the KPIs for the platform and the team (delivery, quality, SLAs, stability, adoption, user satisfaction)
• Own reporting and metrics, and present results and trends to senior management
• Review the outcomes of incidents, releases, and upgrades, and drive lessons learned and improvement actions
• Sponsor the reduction of technical debt and the optimization of customizations
• Delivery oversight
• Lead and sustain the Agile way of working across the team: define and maintain ticket handling rules, sprint cadence, and backlog practices, and coach the team on adoption
• Make sure sprint and release commitments match business priorities and available capacity
• Provide input on backlog prioritization when strategic trade-offs are needed
• Monitor delivery, quality, and risks without taking over day-to-day execution
• Supervise data governance and CMDB strategy with the Dev Lead and the team
• People management and team development
• Lead, coach, and evaluate the team, and define roles, responsibilities, and objectives
• Recruit, onboard, and develop talent, and plan skills, certifications, and succession
• Manage workload, capacity, and resourcing (internal and external)
• Build a collaborative, high-performing culture and promote knowledge sharing and ownership
• Stakeholder, vendor, and financial management
• Build strong relationships with business leaders, process owners, and other IT teams, and manage expectations
• Communicate the roadmap, status, risks, and results to stakeholders
• Manage budget, licensing, and contracts, and optimize platform costs
• Manage the relationship with ServiceNow and with implementation partners or external providers
• Risk and continuity
• Identify and manage risks related to platform stability, security, dependencies, and key-person reliance
• Make sure backup, disaster recovery, and business continuity practices are in place and tested
• Make sure incident and request handling meets the agreed service levels

Required Skills And Qualifications

• 8+ years in IT, with 5+ years of hands-on or functional ServiceNow experience, including both ITSM and HRSD
• 3+ years leading and developing technical teams or a competence center
• Solid knowledge of Agile methodology (Scrum/Kanban): backlog management, user stories, sprint planning, reviews, and retrospectives, with experience leading or coaching a team in an Agile way of working
• Knowledge of ITIL practices and of change and release governance
• Solid understanding of the ServiceNow platform: architecture, data model, release and upgrade cycle, licensing, and best practices
• Experience defining KPIs, reporting to senior management, and managing budgets, licensing, and vendor contracts
• Strong leadership, coaching, and conflict-resolution skills
• Strong stakeholder management and communication skills at all levels
• Strategic thinking, with the ability to balance business priorities, risk, cost, and technical constraints
• Fluent in English

Preferred / Nice To Have

• French (spoken and written)
• ServiceNow certifications (CSA, CIS in one or more modules)
• Agile or management certifications (Professional Scrum Master, SAFe, PMP, or similar)

5 Questions for Candidates

• How many years of IT, ServiceNow and technical team management experience do you have?
• What hands‑on or functional experience do you have with both ITSM and HRSD?
• How have you managed ServiceNow roadmaps, releases, upgrades and CAB decisions?
• Can you describe your experience managing Agile teams, platform KPIs, budgets and vendors?
• Are you fluent in English, resident in Porto, Braga or Aveiro, and comfortable with the onsite schedule and salary range?

Keywords

ServiceNow, ITSM, HRSD, Competence Center, ITIL, Agile, Platform Governance, CMDB, Team Management, Now Assist

#AT