Sr. Manager, IT Service Management & ServiceNow

North Pole Star, S. de R.L. de C.V.; Tempe (AZ); On-site; USD 140,000 - 200,000; Full time

Job summary

Polaris Inc. is seeking a Senior Manager for IT Service Management & ServiceNow to lead global Service Desk operations and own the ServiceNow platform strategy and governance.

The role oversees a team of 22 with seven direct reports and drives a multi-year, AI-enabled transformation focused on self-service, automation, and measurable platform value. You will coordinate across business and technology teams to improve incident handling, change management, and service quality while delivering on

Qualifications

• Bachelor's degree in IT, Business, or a related field is required or equivalent.
• 10+ years of progressive experience in Service Desk leadership and ITSM.
• Experience as product/platform owner for ServiceNow or similar enterprise service-management platforms.

Responsibilities

• Lead global Service Desk and IT service management performance with accountability for consistent service and outcomes.
• Own the ServiceNow product vision, roadmap, backlog, lifecycle, requirements, and value realization.
• Direct ServiceNow platform governance with cross-functional alignment on priorities and accountability.
• Establish and advance CMDB and CSDM governance, data standards, and ownership models.
• Lead multi-year AI-enabled Service Desk transformation including intelligent self-service and automation.

Skills

Leadership

Strategic thinking

Communication

Education

Bachelor's degree in IT, Business, or related field

ITIL certification

Tools

ServiceNow Platform

ITSM tools

CMDB

Job description

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE.

Position Overview:

The Senior Manager for IT Service Management & ServiceNow provides organization-wide leadership for global Service Desk operations and serves as product owner for the ServiceNow platform. This role is accountable for IT service management performance, ServiceNow strategy and governance, CMDB and CSDM maturity, major incident management, and service-management quality commitments across a global organization of approximately 22 team members, including seven direct reports. You will set strategic direction for a multi-year transformation focused on intelligent self-service, automation, AI-enabled support, service quality, and measurable platform value while partnering across business and technology teams. The opportunity combines run-state accountability with the ability to shape how global employees access IT support and how the organization prioritizes future ServiceNow and AI investments.

Key Responsibilities:

• Lead global Service Desk and IT service management performance through supervisors and regional partners, with accountability for consistent service, escalation coverage, workforce effectiveness, and customer outcomes.
• Own the ServiceNow product vision, roadmap, prioritized backlog, lifecycle, requirements, acceptance criteria, adoption, and value realization across the enterprise.
• Direct ServiceNow platform governance by aligning product owners, process owners, administrators, developers, architects, security, infrastructure, application teams, and strategic partners on priorities, decisions, and accountability.
• Establish and advance enterprise CMDB and CSDM governance, data and relationship standards, service ownership, application ownership, configuration management, and support accountability models.
• Lead a multi-year AI-enabled Service Desk transformation, including intelligent self-service, Virtual Agent or chatbot capabilities, knowledge retrieval and creation, automated request intake, ticket routing, predictive insights, and workflow automation.
• Evaluate automation opportunities and platform investments based on business impact, service-volume reduction, employee experience, productivity, cost, risk, and future staffing needs.
• Own and continuously improve incident, major incident, problem, request, knowledge, service catalog, change, asset-management, and continual-improvement practices that support the IT Quality Operating System.
• Partner with shop-floor leaders, business product leaders, and technology owners to govern Tier 1 applications, strengthen uptime reporting, confirm ownership and 24x7 support, and establish effective L1, L2, and L3 escalation paths.
• Establish, monitor, and communicate performance measures, including SLA attainment, first-contact resolution, backlog health, customer satisfaction, service availability, knowledge utilization, automation adoption, CMDB health, and platform value realization.
• Protect platform health and enterprise controls through architecture standards, release planning, technical-debt management, security, auditability, and SOX compliance.
• Manage strategic vendors, contractual service levels, platform capacity and investments, delivery quality, operating procedures, governance artifacts, training, communications, and adoption activities.

Desired Competencies:

• Leadership: You inspire, guide, and empower others to achieve their best by setting clear direction, fostering trust, and creating an environment where people feel supported, motivated, and accountable for delivering results.
• Business Acumen: You understand how your work impacts financial performance, operational efficiency, and organizational goals, and you make decisions with the broader business context in mind.
• Technical / Functional Expertise: You apply the required technical or professional knowledge to perform your role effectively and stay current within your area of expertise.

Qualifications:

• Bachelor's degree in IT, Business, or a related field; equivalent experience considered.
• 10+ years of progressive experience in Service Desk leadership, IT service management, infrastructure operations, enterprise applications, or related technology services.
• 5+ years leading people, service providers, or global support operations, including staffing, coaching, performance, escalation, and workforce planning.
• Experience serving as a product, platform, or process owner for ServiceNow or another enterprise service-management platform, including defining strategy and prioritizing a roadmap and backlog.
• Experience with CMDB governance, configuration management, service ownership models, and CSDM principles in a complex enterprise environment.
• Stro