ServiceNow Platform Lead (Hybrid) | Strategy & Governance

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

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