Global IT Service Management Lead | ServiceNow & AI

Polaris Industries; Tempe (AZ); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Profit-sharing plan

Employee Stock Ownership Plan (ESOP)

401(k) with generous matching

Paid time off

Wellness programs

Gym & personal training reimbursement

Life insurance & disability offerings

Volunteer time off

Job summary

Polaris Inc. is seeking a Senior Manager for IT Service Management & ServiceNow in Tempe to lead global Service Desk operations and own the ServiceNow product vision.

You will drive CMDB/CSDM maturity, incident and change governance, and a multi-year AI-enabled transformation with automation and self-service capabilities. You’ll manage a team of ~22 with seven direct reports, partner across business and tech teams, and shape future ServiceNow investments while ensuring SOX controls and

Qualifications

• 10+ years in service desk leadership, ITSM, or related tech services.
• 5+ years leading people, vendors, and global support ops.
• Product/portfolio ownership for ServiceNow or similar EM platform.
• CMDB/CSDM governance, configuration management, and service ownership models.
• Strong incident, knowledge, change, and problem management practices.
• Experience with metrics to improve SLAs, first-contact resolution, and automation.
• Ability to connect ServiceNow with Copilot, BI tools, and analytics.
• Certification in ServiceNow, ITIL, Agile, or related field preferred; remote-to-hybrid flex.

Responsibilities

• Lead global Service Desk and ITSM performance with regional partners.
• Own ServiceNow vision, roadmap, backlog, and value realization.
• Govern ServiceNow ecosystem across admins, developers, and partners.
• Advance CMDB and CSDM governance and data standards.
• Lead multi-year AI-enabled Service Desk transformation with automation.
• Evaluate automation opportunities and platform investments by business impact.
• Maintain incident, major incident, problem, request and knowledge practices.
• Governing Tier 1 applications with uptime reporting and escalation paths.
• Establish performance measures: SLA attainment, backlog health, CSAT, and adoption.
• Ensure architecture standards, security, SOX, and release planning.
• Manage vendors, SLAs, budgets, and adoption activities.

Skills

Leadership

Business Acumen

Technical / Functional Expertise

Education

Bachelor's degree in IT or Business

Tools

ServiceNow

ITIL

Agile

Scrum Product Owner

Power BI

Copilot Studio / Copilot

Genesys Cloud

Now Assist

ServiceNow Governance

Job description

Polaris Inc. is seeking a Senior Manager for IT Service Management & ServiceNow in Tempe to lead global Service Desk operations and own the ServiceNow product vision.

You will drive CMDB/CSDM maturity, incident and change governance, and a multi-year AI-enabled transformation with automation and self-service capabilities. You’ll manage a team of ~22 with seven direct reports, partner across business and tech teams, and shape future ServiceNow investments while ensuring SOX controls and