Manager, ServiceNow Platform

cardinalhealth; United States; On-site; USD 140,000 - 190,000; Full time

Job summary

Cardinal Health seeks a Manager, ServiceNow Core Platform and AI to lead the enterprise ServiceNow core platform strategy, governance, reliability, modernization, and evolution. This US-based role partners with offshore leadership to align strategy, platform engineering, operations, delivery, talent development, and stakeholder engagement.

The manager will ensure a secure, scalable, observable, auditable, and upgradeable shared ServiceNow foundation, driving automation, self-service, and

Qualifications

• Bachelor's degree or equivalent professional experience preferred.
• Experience leading ServiceNow core platform capabilities at enterprise scale preferred.
• Experience developing platform strategy, roadmaps, governance and operating models preferred.
• Strong knowledge of ServiceNow platform administration, architecture, security, integrations, APIs, upgrades, and automation preferred.
• Exposure to generative AI and intelligent automation preferred.
• Experience leading globally distributed teams and working with offshore leadership preferred.
• Executive communication and stakeholder management skills preferred.
• ITIL foundation or related certification preferred.

Responsibilities

• Own and maintain the multi-year strategy and roadmap for the ServiceNow core platform.
• Lead, coach, and develop a high-performing ServiceNow Core Platform organization.
• Set objectives tied to platform outcomes and enterprise priorities.
• Create an environment of continuous learning, experimentation, knowledge sharing, and self-development.
• Develop succession plans for critical platform responsibilities.
• Promote cross-training, rotations, mentoring, and reusable playbooks.
• Maintain an engineer-led culture while empowering specialists to own designs.
• Assist in leading the Platform team Agile process and Citizen Developer program.

Skills

People leadership

Executive communication

Stakeholder management

Change leadership

Cross-functional collaboration

Strategic planning

Prioritization

Mentoring

Learning culture

Agile process

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, Business Technology, or related field

Tools

ServiceNow administration

APIs & integrations

CI/CD

DevOps tooling

Automation tooling

Now Assist

AI Agents

AI Search

Automation frameworks

Integration Hub

Job description

What Software & Information Platforms contributes to Cardinal Health

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value.

Software & Information Platforms manages the technical configuration, design, administration, development, implementation and support of application and information frameworks that the organization's application solutions utilize. This job family partners with Application Development & Maintenance teams and other Information Technology function teams to identify enhancements for platforms and long-term capabilities.

Job Summary

The Manager, ServiceNow Core Platform and AI is responsible for the strategy, governance, reliability, modernization, and continued evolution of the enterprise ServiceNow core platform. This role serves as the primary US-based leader for ServiceNow Core Platform and works in close partnership with the offshore Platform Manager and delivery organization. Together, the US and offshore leaders will operate as counterparts, providing aligned leadership across strategy, platform engineering, operations, delivery, talent development, and stakeholder engagement.

The Manager will ensure that the shared ServiceNow foundation is reliable, secure, scalable, observable, auditable, and upgradeable. The role will champion modernization, standardization, simplification, automation, and self-service while reducing unnecessary customization, manual effort, and technical debt.

A key focus of the role is enabling enterprise AI capabilities within ServiceNow. The Manager will lead the adoption and governance of shared AI capabilities, including Now Assist, AI Agents, AI-assisted development, AI Search, and intelligent automation. Product-specific AI use cases will remain under the accountability of the respective ITAM, ITOM, HR, or other ServiceNow product Manager.

Responsibilities

• Own and maintain the multi-year strategy and roadmap for the ServiceNow core platform.
• Lead, coach, and develop a high-performing ServiceNow Core Platform organization.
• Set clear objectives tied to platform outcomes, enterprise priorities, technical capability, and leadership behaviors.
• Create an environment of continuous learning, experimentation, knowledge sharing, and self-development.
• Develop technical and leadership succession plans for critical platform responsibilities.
• Promote cross-training, rotations, mentoring, technical demonstrations, communities of practice, and reusable playbooks.
• Maintain an engineer-led culture while empowering specialists to own designs and recommendations.
• Assist in leading the Platform team Agile process and Citizen Developer program

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Technology, or a related field, or equivalent professional experience preferred.
• Significant experience managing a large enterprise platform, shared technology capability, or enterprise application organization preferred.
• Demonstrated experience leading ServiceNow core platform capabilities at enterprise scale preferred.
• Experience developing platform strategy, roadmaps, governance, operating models, and investment priorities preferred.
• Strong knowledge of ServiceNow platform administration, architecture, security, integrations, APIs, upgrades, App Engine, automation, development standards, and operational support preferred.
• Demonstrated exposure to generative AI, agentic AI, intelligent automation, or AI-enabled enterprise platforms preferred.
• Experience leading globally distributed teams and working with offshore leadership and delivery organizations preferred.
• Strong people leadership, stakeholder management, executive communication, prioritization, and change-leadership skills preferred.
• Ability to translate technical topics into clear business outcomes, options, risks, and recommendations preferred.
• Experience within a large, regulated, or security-conscious enterprise environment preferred.
• ServiceNow Certified System Administrator, Developer or Platform owner preferred.
• Experience managing or working in a POD based model preferred.
• ITIL Foundation or advanced IT service management certification preferred.
• Experience with Now Assist, AI Agents, AI Search, Virtual Agent, or AI-assisted development preferred.
• Experience establishing platform governance, a Center of Excellence, or a Center of Excellence and Innovation preferred.
• Experience with ServiceNow Automated Test Framework, Instance Scan, App Engine, Integration Hub, DevOps, CI/CD, and automated change practices preferred.
• Working knowledge of responsible AI, AI governance, privacy, security, and platform controls preferred.
• Experience managing strategic relationships with ServiceNow and implementation partners preferred.
• Familiarity with ITAM, ITOM, CMDB, CSDM, and