Manager, ServiceNow Solutions

People Leadership & Talent Development

• Lead, coach, mentor, and develop a team of ServiceNow Business Analysts and Developers

Demand, Capacity & Resource Management

• Partner with Demand Management and leadership to align incoming work with available team capacity

Stakeholder Management & Business Partnership

• Serve as a primary point of contact for business stakeholders, process owners, and technology partners.

Solution Delivery & Analysis Oversight

• Guide and oversee business analysis activities including requirements gathering, process evaluation, solution design, and user story development

Operational Excellence & Continuous Improvement

• Drive consistent processes, standards, and ways of working across the Solutions team

Governance, Risk & Compliance

• Ensure compliance with established ServiceNow governance processes, architecture standards, and SDLC requirements.

Success Measures

The Manager, ServiceNow Solutions will be successful by:

• Building and developing a high-performing team of Business Analysts and Developers
• Delivering strategic initiatives and operational commitments predictably and efficiently
• Ensuring effective alignment between business priorities, demand, and team capacity
• Improving stakeholder satisfaction through transparency, communication, and delivery excellence
• Strengthening operational discipline, governance, and delivery processes across the ServiceNow platform
• Supporting the organization’s transition toward scalable, sustainable, and internally managed ServiceNow capabilities

Required:

• 7+ years of experience in technology delivery, business analysis, application development, or platform solutions
• 3+ years of experience leading technical, analyst, or delivery-focused teams
• Experience managing operational support and project-based delivery within Agile environments
• Strong leadership, communication, stakeholder management, and organizational skills
• Demonstrated ability to balance multiple priorities and drive execution across complex initiatives
• Experience with resource planning, workload management, and delivery oversight

Preferred:

• Experience with the ServiceNow platform and ServiceNow application delivery
• Knowledge of Agile, Scrum, Kanban, and Software Development Life Cycle (SDLC) methodologies
• Experience supporting enterprise platforms and large-scale technology initiatives
• ServiceNow, Agile, Scrum, PMP, or related certifications
• Experience leading teams through organizational growth, transformation, or delivery model changes, This role is ideal for a leader who combines strong people management skills with operational and delivery expertise and can effectively balance strategic initiatives with the day-to-day needs of a growing ServiceNow organization.