Senior Manager, Service Now Platform Operations

ViziRecruiter,LLC.; Quincy (MA); Hybrid; USD 151,200 - 226,800; Full time

Benefits offered by this job

Hybrid work schedule

In-person days at core locations

Job summary

Ahold Delhaize USA is seeking a Senior Manager for Service Now Platform Operations to lead a team of platform managers and engineers responsible for delivering capabilities, integrations, and enhancements across the enterprise ServiceNow platform.

The role requires 10+ years in platform or technical management, strong leadership, and experience guiding complex programs. The position offers a hybrid schedule with in-person days at multiple U.S. locations including Quincy, MA.

Qualifications

• 10+ years in platform, product, or technical management roles; ServiceNow platform teams preferred.
• Proven success delivering ServiceNow capabilities, integrations, and enhancements in complex enterprises.
• Strong communication and stakeholder management across engineering, operations, and business teams.

Responsibilities

• Execute the platform roadmap with actionable plans, priorities, and measurable outcomes.
• Lead a team of platform managers and engineers with coaching and direction.
• Drive platform capabilities, integrations, and improvements addressing user pain points.
• Oversee platform health: uptime, reliability, performance, and debt; lead incident analysis.
• Collaborate with engineering, product, operations, and business teams to refine use cases and standards.
• Improve operator and user experience by simplifying workflows and ensuring consistency and scalability.
• Manage cross-team dependencies and integration lifecycles for coordinated delivery.
• Enforce governance, architecture, security, and lifecycle best practices.
• Monitor adoption and outcomes; identify gaps and iterate from data and feedback.
• Advance automation and AI-enabled enhancements to reduce manual effort.
• Collaborate with vendors and partners to clarify requirements and commitments.
• Communicate progress and risks to senior leaders clearly.

Skills

ServiceNow platform

Team leadership

Agile delivery

Stakeholder management

Platform governance

Automation & AI

Education

Bachelor's degree

Tools

Observability tools

SLO/SLA management

Job description

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

Senior Manager, Service Now Platform Operations leads a team of platform managers and engineers responsible for delivering capabilities, integrations, and enhancements for ADUSA's core Enterprise Platform (ServiceNow). Owns day-to-day execution of the platform roadmap, ensures operational excellence, resolves workflow friction, and drives adoption across engineering, operations, and business teams. Operates as a hands-on people leader who balances strategic alignment with deep technical and operational involvement and acts as a visible enterprise champion for ServiceNow.

Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, Chicago, IL and Quincy, MA.

Applicants must be currently authorized to work in the United States on a full‑time basis.

Responsibilities

• Execute the platform roadmap by translating strategy into actionable plans, backlog priorities, and measurable outcomes.
• Lead a team of platform managers and engineers, providing coaching, direction, and clarity while actively participating in detailed design, problem‑solving, and delivery.
• Drive platform capability development, integrations, and enhancements that address user pain points, standardize workflows, and improve efficiency.
• Oversee platform health, including uptime, reliability, performance, and technical debt, stepping into incident and root‑cause analysis when needed.
• Partner with engineering, product, operations, and business teams to capture requirements, refine use cases, and align on platform standards.
• Improve operator and user experience by simplifying workflows, reducing friction, and ensuring capabilities are intuitive, consistent, and scalable.
• Manage cross‑team dependencies, integration lifecycles, and sequencing to support smooth, coordinated delivery.
• Enforce platform governance standards, ensuring compliance with architecture patterns, security requirements, and lifecycle best practices.
• Monitor adoption, usage patterns, and business outcomes; identify gaps, propose improvements, and iterate based on data and feedback.
• Advance automation and AI‑enabled enhancements that reduce manual effort, accelerate ticket resolution, and increase platform reliability.
• Collaborate with vendors and partners, escalating issues, clarifying requirements, and ensuring commitments support platform needs.
• Communicate progress, risks, decisions, and outcomes to senior leaders with clarity and confidence.
• May be called upon to support critical escalations and must be available during urgent IT incidents as needed.

Requirements

• Bachelor's degree or equivalent experience.
• 10+ years in platform, product, or technical management roles; experience leading ServiceNow platform teams strongly preferred.
• Demonstrated success delivering ServiceNow platform capabilities, integrations, and technical enhancements in complex enterprise environments.
• Strong understanding of ServiceNow platform reliability, workflow design, automation, and integration patterns.
• Proven ability to lead teams through ambiguity, resolve issues hands‑on, and drive clear execution across multiple stakeholders.
• Skilled in backlog management, agile delivery, problem‑solving, and translating requirements into actionable technical outcomes.
• Strong communication and stakeholder management across engineering, operations, and business teams.

Preferred Qualifications

• Experience with enterprise platforms supporting workflows, automation, or service operations.
• Familiarity with observability tools, SLO/SLA management, and performance optimization.
• Background applying AI/ML or automation capabilities to simplify workflows and improve operational efficiency.
• Experience managing vendor relationships, integrations, or co‑development efforts.

Salary Range

$151,200 - $226,800

Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.