Manager, Enterprise Service Management Platform

University of Texas at San Antonio; San Antonio (TX); On-site; USD 69,000 - 116,000; Full time

Job summary

The University of Texas at San Antonio is seeking a Manager for the Enterprise Service Management (ESM) Platform to lead the ServiceNow environment, drive a high-performing team, and translate strategic priorities into scalable, value-driven solutions. You will partner with stakeholders to accelerate digital transformation and ensure a stable, sustainable platform aligned with the university's goals.

Responsible for platform strategy, operations, and roadmap execution, you will manage vendor

Qualifications

• Bachelor's Degree in a related field.
• Seven (7) years of related work experience.
• This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

Responsibilities

• Provides strategic leadership and governance for the UT San Antonio ServiceNow platform and Enterprise Service Management team. Manage and mentor a team of ServiceNow administrators, developers, analysts, and project specialists.
• Promotes and drives adoption of enterprise service management best practices and processes to respective ServiceNow customers and business areas. Serve as the primary liaison between the Enterprise Service Management team and People Excellence (HR), Business Service Centers, and university distributed IT groups.
• Directs the full lifecycle of ServiceNow-enabled initiatives – from requirements and solution design to implementation, testing, and launch. Facilitates workshops to validate business needs, confirm feasibility, and ensure solutions resolve real operational issues.
• Maintains strong collaborative relationships with all university IT support delivery teams and academic and business leaders to facilitate a comprehensive ServiceNow platform roadmap.
• Oversees day-to-day platform operations including configuration, customization, integration, and SLA management. Reviews platform roadmap to ensure upgrades, customizations, and enhancements align with organizational priorities and digital transformation strategies.
• Establishes clear performance objectives and promotes outcomes that focus on university success.
• Strengthens DR/BCP capabilities to ensure platform continuity and long-term sustainability.
• Identifies opportunities to optimize processes, reduce operational costs, and improve employee and customer experience through ServiceNow capabilities.
• Manages project deliverables, resource allocation, timelines, and risk mitigation. Integrates technical feasibility with business / academic ROI to ensure successful product delivery and measurable value.
• Oversees development of usable tools, dashboards, and reports which provide ServiceNow business customers consistent and accurate data necessary for strategic and operational management of individual service areas.
• Conducts training and enablement sessions to increase platform adoption and maximize ServiceNow value. Promotes knowledge sharing between technical teams and business users.
• Maintains platform security, access, and availability in coordination with university policies.
• Oversees integrations between ServiceNow and other enterprise systems.
• Manages vendor relationships, licensing, and platform-related budgets.
• Performs other duties as assigned.

Skills

Verbal & Written Communication

Microsoft Office Suite

Policy Development

Disaster Recovery

Budgetary Assistance

Program Management

Strategic Planning

Education

Bachelor's Degree in a related field

Job description

Manager, Enterprise Service Management Platform

Location: San Antonio, TX

Regular/Temporary: Regular

Job ID: 16343

Full/Part Time: Full Time

Position Information

The University of Texas at San Antonio (UT SanAntonio) is a nationally recognized, top-tier public researchuniversity that unites the power of higher education, biomedicaldiscovery and healthcare within one visionary institution. As thethird-largest research university in Texas and a CarnegieR1-designated institution, UT San Antonio is a model of access andexcellence — advancing knowledge, social mobility and public healthacross South Texas and beyond. UT San Antonio serves approximately42,000 students in 320 academic programs spanning science,engineering, medicine, health, liberal arts, AI, cybersecurity,business, education and more. With 17,000 faculty and staff, UT San Antonio has also been recognized as a Top Employer in Texas byForbes Magazine. Learn more online, on UT San Antonio Today or on X, Instagram, Facebook, YouTube or LinkedIn.

Salary Range

Up to $115,830/Annualized,commensurate with education, experience, and qualifications.

Job Type

Full Time

Posting Close Date

Applications will beaccepted through 11:59 PM CDT on the 9/25/2026. At the discretionof the hiring department, this posting may close once a sufficientnumber of qualified applications have been received.

Required Application Materials

• Resume is required.
• Cover letter is preferred.
• Contact information of three professional references.

Job Details

Job Summary

The Manager for the Enterprise Service Management (ESM) Platformoversees the UT San Antonio ServiceNow enterprise application and the supporting team. This role leads a high-performing team responsible for ServiceNow platform management, project delivery, and daily operations. This role serves as the operational connector between business stakeholders, and the digital processesand services delivered by the ESM technology team. The role leads the effort in translating business plans and strategicpriorities into scalable, value-driven ServiceNow solutions. The mission of this role is to accelerate the department'sdigital transformation, improve operational efficiency, and ensurea stable, sustainable service management platform aligned to theuniversity's academic and business goals. This position also drives platform strategy and cross-functional collaboration, and manages relationships with key partners, department leadership, and the university community.

Core Responsibilities

1. Provides strategic leadership and governance for the UT SanAntonio ServiceNow platform and Enterprise Service Management team.Manage and mentor a team of ServiceNow administrators,developers, analysts, and project specialists.
2. Promotes and drives adoption of enterprise service managementbest practices and processes to respective ServiceNow customers andbusiness areas. Serve as the primary liaison between theEnterprise Service Management team and People Excellence (HR),Business Service Centers, and university distributed ITgroups.
3. Directs the full lifecycle of ServiceNow-enabled initiatives –from requirements and solution design to implementation, testing,and launch. Facilitates workshops to validate business needs,confirm feasibility, and ensure solutions resolve real operationalissues.
4. Maintains strong collaborative relationships with alluniversity IT support delivery teams and academic and businessleaders to facilitate a comprehensive ServiceNow platformroadmap.
5. Oversees day-to-day platform operations includingconfiguration, customization, integration, and SLA management.Reviews platform roadmap to ensure upgrades, customizations,and enhancements align with organizational priorities and digitaltransformation strategies.
6. Establishes clear performance objectives and promotes outcomesthat focus on university success.
7. Strengthens DR/BCP capabilities to ensure platform continuityand long-term sustainability.
8. Identifies opportunities to optimize processes, reduceoperational costs, and improve employee and customer experiencethrough ServiceNow capabilities.
9. Manages project deliverables, resource allocation, timelines,and risk mitigation. Integrates technical feasibility withbusiness / academic ROI to ensure successful product delivery andmeasurable value.
10. Oversees development of usable tools, dashboards, and reportswhich provide ServiceNow business customers consistent and accuratedata necessary for strategic and operational management ofindividual service areas.
11. Conducts training and enablement sessions to increase platformadoption and maximize ServiceNow value. Promotes knowledge sharingbetween technical teams and business users.
12. Maintains platform security, access, and availability incoordination with university policies.
13. Oversees integrations between ServiceNow and other enterprisesystems.
14. Manages vendor relationships, licensing, and platform-relatedbudgets.
15. Performs other duties as assigned.

Required Qualifications

• Bachelor's Degree in a related field.
• Seven (7) years of related work experience. Experience may besubstituted for education on a one year for one year basis.
• This position may require the ability to maintain the securityand integrity of UT San Antonio and its infrastructure per TexasEO-GA-48.

Knowledge, Skills, and Abilities

• Verbal and Written Communication
• Microsoft Office Suite
• Policy Development
• Disaster Recovery
• Budgetary Assistance
• Program Management
• Strategic Planning

Working Conditions

• Office environment. Ability to travel to and frommeetings, training sessions, or other business-related events.Workdays, areas, and work hours may vary depending on thedepartment's needs.

Physical Demands

• Jobs are sedentary; if walking and standing are required, onlyoccasionally. Ability to exert up to 50 pounds of force tolift, carry, push, pull, or otherwise move objects.

This position will work primarily on campus. Travel and parking expenses are the employee's responsibility.

This position is contingent upon a successful background check.Verification of a valid driver's license and Motor Vehicle Record(MVR) may be completed as applicable. Applicants selected must beable to show proof of eligibility to work in the United States bytime of hire.

Equal Employment Opportunity

As an equal employment opportunity and affirmative actionemployer, it is the policy of The University of Texas at SanAntonio to promote and ensure equal employment opportunity for allindividuals regardless of race, color, religion, sex, genderidentity, sexual orientation, national origin, age, disability orgenetic information, and veteran status. The University iscommitted to the Aff