Global ITSM Leader - ServiceNow & AI-Driven Transformation

North Pole Star, S. de R.L. de C.V.; Tempe (AZ); On-site; USD 140,000 - 200,000; Full time

Job summary

Polaris Inc. is seeking a Senior Manager for IT Service Management & ServiceNow to lead global Service Desk operations and own the ServiceNow platform strategy and governance.

The role oversees a team of 22 with seven direct reports and drives a multi-year, AI-enabled transformation focused on self-service, automation, and measurable platform value. You will coordinate across business and technology teams to improve incident handling, change management, and service quality while delivering on

Qualifications

• Bachelor's degree in IT, Business, or a related field is required or equivalent.
• 10+ years of progressive experience in Service Desk leadership and ITSM.
• Experience as product/platform owner for ServiceNow or similar enterprise service-management platforms.

Responsibilities

• Lead global Service Desk and IT service management performance with accountability for consistent service and outcomes.
• Own the ServiceNow product vision, roadmap, backlog, lifecycle, requirements, and value realization.
• Direct ServiceNow platform governance with cross-functional alignment on priorities and accountability.
• Establish and advance CMDB and CSDM governance, data standards, and ownership models.
• Lead multi-year AI-enabled Service Desk transformation including intelligent self-service and automation.

Skills

Leadership

Strategic thinking

Communication

Education

Bachelor's degree in IT, Business, or related field

ITIL certification

Tools

ServiceNow Platform

ITSM tools

CMDB

Job description

Polaris Inc. is seeking a Senior Manager for IT Service Management & ServiceNow to lead global Service Desk operations and own the ServiceNow platform strategy and governance.

The role oversees a team of 22 with seven direct reports and drives a multi-year, AI-enabled transformation focused on self-service, automation, and measurable platform value. You will coordinate across business and technology teams to improve incident handling, change management, and service quality while delivering on