ServiceNow Platform Manager - Strategy & Governance

Ford; Dearborn (MI); On-site; USD 130,000 - 190,000; Full time

Job summary

Ford's Enterprise Technology organization seeks an experienced EPEO Integration & Transformation Manager to guide ServiceNow strategy, governance, and platform planning. You will bridge application teams, platform teams, vendors, and leadership to align demand with business value and deliver prioritized initiatives.

The role emphasizes governance, risk management, and ongoing improvement of ServiceNow capabilities, including potential ITOM, CMDB, and security operations expansions.

Responsibilities

• Lead ServiceNow strategy, governance, and roadmap planning.
• Own intake, triage, prioritization, and distribution of ServiceNow platform demand.
• Coordinate executive-level governance routines and risk escalations.
• Direct planning, coordination, and execution for initiatives with program-management teams and vendors.
• Lead a team of three professionals and foster a high-performing, accountable environment.

Job description

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves, and build a better world-together. At Ford, we're all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Do you believe modern service-management platforms are essential to delivering reliable, efficient, and secure technology services? We do! Ford's Enterprise Product Engineering & Operations organization depends on scalable platforms, disciplined governance, and strong cross-functional execution to improve employee experiences, reduce operational risk, and enable the business to move faster. That's where Enterprise Technology makes an impact.

We are seeking an experienced EPEO Integration & Transformation Manager to lead ServiceNow strategy, governance, roadmap planning, demand management, and organizational planning activities. In this role, you will lead a team of professionals responsible for helping shape the future of Ford's ServiceNow platform and ensuring platform capabilities are prioritized, sequenced, and delivered effectively.

This role requires a combination of ServiceNow platform knowledge, strategic planning, organizational leadership, business acumen, and delivery discipline. You will serve as a primary bridge between application teams, service teams, platform teams, implementation partners, and executive leadership to align demand, manage dependencies, strengthen governance, and enable successful execution of ServiceNow transformation initiatives.

ServiceNow Strategy, Roadmap & Platform Governance

Contribute to and help shape the ServiceNow roadmap by synthesizing demand trends, pilot outcomes, stakeholder feedback, platform-health insights, and business priorities.

Provide recommendations that inform broader ServiceNow platform strategy and investment decisions established by senior leadership.

Lead executive-level governance routines, including roadmap reviews, prioritization discussions, decision forums, risk escalations, and strategic alignment sessions.

Establish clear processes for evaluating platform demand against business value, technical feasibility, security, cost, resource capacity, data quality, platform stability, and long-term sustainability.

Partner with the broader ServiceNow governance team to ensure decisions align with enterprise standards for platform health, security, service ownership, configuration management, and operational excellence.

Support expansion into ServiceNow capabilities such as IT Operations Management, Configuration Management Database, IT Asset Management, Security Operations, automation, AI-enabled capabilities, employee experience, and related platform enhancements.

Partner with ServiceNow technical leaders, platform teams, and external partners to evaluate future modules, integrations, capabilities, and platform modernization opportunities.

Demand Management & Delivery Coordination

Own the intake, triage, prioritization, and distribution of new ServiceNow platform demand.

Ensure stakeholders have clear visibility into demand status, prioritization decisions, delivery timing, dependencies, risks, and tradeoffs.

Continuously refine demand-intake processes, prioritization methods, communication practices, and governance routines to improve transparency and delivery effectiveness.

Serve as the primary connector between application teams, service teams, platform teams, enterprise program-management teams, vendors, and leadership.

Lead organizational Program Increment planning activities, ensuring priorities, dependencies, capacity, objectives, and expected outcomes are clearly defined and aligned across teams.

Partner with the enterprise Program Management team on large-scale ServiceNow initiatives by providing platform context, demand-side coordination, prioritization input, and stakeholder alignment.

Directly lead planning, coordination, and execution for smaller-scope initiatives, and step into a program-lead capacity for larger efforts when program-management capacity is constrained.

Identify, manage, and elevate risks, blockers, dependencies, and cross-team decisions that could affect delivery outcomes or platform health.

Team Leadership & Organizational Effectiveness

Lead, coach, develop, and guide a team of three professionals supporting ServiceNow strategy, governance, roadmap planning, demand management, and organizational planning.

Establish clear team priorities, roles, expectations, accountability mechanisms, and development opportunities.

Foster an engaged, collaborative, and high-performing team environment focused on customer value, operational excellence, and continuous improvement.

Support workforce planning, capability development, knowledge sharing, and succession planning within the team.

Promote disciplined execution, transparency, ownership, and continuous learning across the ServiceNow organization.

Build trusted relationships with stakeholders across Enterprise Technology, business t