workday
ServiceNow Manager
Ledcor
Remote, CAN
Full-time
Senior · 5+ years experience
Remote
Discovered Today
ServiceNowService PortalService CatalogVirtual AgentMicrosoft 365
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Essential Responsibilities
- Lead and manage a team of ServiceNow professionals while fostering a high-performance culture through coaching, mentorship, and career development.
- Monitor and report on key service metrics, including service health, backlog aging, SLA/OLA performance, delivery throughput, and stakeholder satisfaction.
- Own and maintain the ServiceNow roadmap, including annual and monthly platform planning, release adoption, and capability maturity.
- Lead platform modernization efforts and support the evolution of ServiceNow toward more customer-facing capabilities.
- Balance strategic initiatives with ongoing Keep-the-Lights-On (KTLO) operational activities.
- Provide architectural direction and technical oversight across ServiceNow programs and initiatives.
- Review solution designs, integrations, workflows, and platform configurations to ensure alignment with ServiceNow best practices.
- Partner with architects and technical leads to maintain platform integrity, scalability, and performance.
- Establish and maintain platform standards, architecture guardrails, security controls, risk management practices, and governance frameworks.
- Build strong relationships with business leaders and stakeholders to understand priorities, challenges, and emerging needs.
- Manage vendor and partner relationships, including delivery quality, performance, knowledge transfer, contracts, and billing oversight.
Qualifications
- Bachelor's degree in Information Systems, Computer Science, Business Administration, or a related field.
- 5+ years of people leadership experience managing technical teams.
- 5 - 10+ years of experience working with ServiceNow capabilities, including Service Portal, Service Catalog, Virtual Agent, Workspace configurations.
- 4+ years of combined experience with workflow automation, process design and optimization, agentic AI solutions within ServiceNow or related platforms such as Microsoft 365.
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