ServiceNow Engineering Operations Manager

We are looking for a ServiceNow Engineering Operations Manager to lead the design, delivery, and ongoing support of our ServiceNow platform, with a strong focus on IT Service Management (ITSM). This role blends hands-on technical work with team leadership: you'll spend roughly 60% of your time on technical engineering and platform work, and 40% on managing people, projects, and client relationships.

You'll work directly with clients and internal stakeholders to understand their needs, guide platform strategy, and ensure our ServiceNow environment runs reliably and efficiently. This is a good fit for someone who enjoys staying close to the technical work while also building and supporting a strong team.

Lead the day-to-day engineering and operations of the ServiceNow platform, with particular emphasis on ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB)

Design and oversee platform architecture, configurations, integrations, and customizations

Manage upgrades, patches, and release cycles with minimal disruption to users

Serve as a technical escalation point for complex issues and troubleshooting

Act as a primary point of contact for client engagements, translating business requirements into technical solutions

Manage and mentor a team of ServiceNow engineers and administrators, including hiring, performance reviews, and career development

Plan and prioritize project roadmaps, balancing client requests, technical debt, and platform health

Partner with cross-functional teams (security, infrastructure, business stakeholders) to align ServiceNow initiatives with broader organizational goals

Establish and maintain best practices for development, testing, deployment, and documentation

Monitor platform performance, security, and compliance, and drive continuous improvement