Hands-On ServiceNow Platform Manager | Governance & Roadmap

Flexential; United States; On-site; USD 132,000 - 145,000; Full time

Benefits offered by this job

Medical coverage

Telehealth

Dental coverage

Vision coverage

401(k)

HSA & FSA

Life and AD&D

Disability insurance

Flex PTO

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition

Job summary

Flexential is seeking a Manager, ServiceNow Platform to lead day-to-day platform prioritization, governance, and delivery readiness across ServiceNow initiatives. You will manage a team of 4–6 developers/administrators and coordinate with architecture, security, PMO, and business stakeholders to ensure measurable value delivery.

The role is hands-on with platform governance, roadmaps, and adoption planning.

Qualifications

• 6+ years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination.
• Experience leading technical and product-aligned roles, coaching team members, managing performance, and clarifying ownership in a matrixed environment.
• Strong stakeholder communication skills and the ability to translate platform, delivery, and risk topics into clear updates, options, and recommendations.
• Ideally, candidates have 5 years of experience as a ServiceNow Senior Developer or Architect.
• Hands-on leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management preferred.
• Experience in global, infrastructure, operations, data center, construction, or high-growth environments preferred.
• Ability to apply practical judgment, maintain an enterprise mindset, communicate concise tradeoffs, coach accountability, and follow through without creating unnecessary process burden.
• Ability to build a team culture that values ownership, collaboration, responsible escalation, continuous improvement, platform health, and measurable outcomes.

Responsibilities

• Define practical standards for ServiceNow intake, prioritization, roadmap management, architecture review, release readiness, documentation, supportability, adoption input, and value tracking.
• Run ServiceNow governance routines and maintain traceable visibility into decisions, tradeoffs, risks, dependencies, and escalations for the Platform Director and stakeholders.
• Establish guardrails that reduce shadow work, unclear ownership, duplicate configuration, unmanaged customization, and unapproved commitments.
• Maintain the ServiceNow roadmap based on business priorities, platform strategy, technical considerations, dependencies, risks, releases, and decisions.
• Ensure work enters through approved intake channels and meets minimum readiness standards before sequencing.
• Own ServiceNow platform content and communications channels, including the SharePoint site or web page, release notes, and weekly platform updates; stakeholder and program updates will provided by the IT Delivery Manager.
• Lead, coach, and develop the ServiceNow team, with clear accountability for technical direction, product priorities, roadmap execution, stakeholder engagement, and platform outcomes.
• Set expectations for ownership, technical decision discipline, product management, communication, stakeholder management, governance participation, and measurable outcomes.
• Support hiring, role clarity, performance feedback, development planning, workload balance, and succession planning.
• Build an accountable team culture that balances speed, quality, platform health, business value, and sustainable operations.
• Coordinate with development to ensure ServiceNow commitments align to approved decisions, capacity inputs, architecture readiness, release timing, and support readiness.
• Set minimum readiness expectations for testing, documentation, support handoff, rollback planning, post-release ownership, and adoption-related inputs required by business or change owners.
• Escalate risks affecting platform health, stakeholder commitments, budget, staffing, compliance, or enterprise outcomes.
• Serve as a consulted partner on technical debt, integration sprawl, customization risk, support complexity, data quality, and value realization when execution ownership resides with other teams.
• Own large program statements of work with vendors, ensuring scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria align to ServiceNow priorities.
• Use metrics, usage insights, incident trends, backlog health, vendor performance inputs, and stakeholder feedback to inform prioritization recommendations, statement-of-work adjustments, and resourcing discussions.
• Set day-to-day governance expectations, require decision traceability, return work that is not ready, manage prioritization within agreed guardrails, and escalated funding, staffing, priority, risk, or exception decisions to the Platform Director.
• Travel: approx. 20%, with potential to increase based on business needs.

Skills

ServiceNow

Platform management

Enterprise systems

Product management

Stakeholder communication

Technology delivery

Program coordination

Tools

SharePoint

Job description

Flexential is seeking a Manager, ServiceNow Platform to lead day-to-day platform prioritization, governance, and delivery readiness across ServiceNow initiatives. You will manage a team of 4–6 developers/administrators and coordinate with architecture, security, PMO, and business stakeholders to ensure measurable value delivery.

The role is hands-on with platform governance, roadmaps, and adoption planning.