Senior Manager, ServiceNow Platform & ITSM

Ideal Candidate Profile

You are a modern IT leader with deep ServiceNow expertise and a strong customer‑centric mindset. You balance hands‑on technical depth with people and platform leadership, enabling you to stabilize complex environments, standardize processes, and continuously improve service delivery at scale.

You have led ServiceNow platforms in large, global, and regulated environments and are comfortable operating through transition, growth, and M&A activity.

This role will be hybrid with 3 days per week in St. Louis.

 

Position Summary

The Senior Manager, ServiceNow Platform & IT Service Management is the senior technical and operational authority for the ServiceNow platform. This role is accountable for platform health, ITSM and CMDB maturity, technical governance, and delivery execution during a period of transformation.

You will lead platform administration, upgrades, integrations, and the decommissioning of legacy systems as Focus continues to evolve toward a modern ServiceNow architecture. This role partners closely with ITSM, infrastructure, application, asset, security, and business teams to ensure the platform delivers stable, secure, and compliant enterprise services.

 

Key Responsibilities

Platform Strategy, Stability & Governance

• Own the overall health, stability, and technical integrity of the ServiceNow platform
• Lead platform governance, security controls, and standards enforcement across all ServiceNow capabilities
• Conduct platform health assessments and technical audits to identify risks, gaps, and remediation priorities
• Define current‑state and target‑state ServiceNow architecture aligned to enterprise standards and roadmap

ServiceNow Platform Management

• Oversee day‑to‑day ServiceNow administration, including users, roles, groups, security ACLs, and access controls
• Lead platform upgrades, patching, cloning, and release validation across environments
• Ensure platform scalability, performance, availability, and compliance in a regulated environment
• Direct troubleshooting and resolution of complex platform, integration, and data issues

Module & Capability Leadership

• Provide leadership and accountability across core ServiceNow modules, including:
• ITSM
• CMDB / CSDM
• ITAM (HAM & SAM)
• ITOM
• SecOps
• Now Assist
• Ensure CMDB integrity through discovery, service mapping, reconciliation rules, and governance practices
• Oversee IntegrationHub workflows, REST/SOAP integrations, MID Servers, and enterprise system integrations (e.g., Microsoft Intune, Azure, SaaS platforms)

ITSM, CMDB & Continuous Improvement

• Ensure ServiceNow aligns to CSDM 5 and ITIL v4‑aligned ITSM processes and enterprise service‑management best practices
• Identify performance bottlenecks, technical debt, and process inefficiencies; implement remediation strategies
• Define and track metrics to measure platform usage, workflow efficiency, service performance, and operational health
• Drive continuous improvement through automation, standardization, and platform optimization

Leadership & Team Development

• Establish clear ownership, operating models, and skill development paths for the ServiceNow team
• Foster a culture of accountability, collaboration, technical excellence, and customer focus
• Provide direct people leadership for the ServiceNow platform organization, including managers, architects, developers, administrators, and CMDB resources.
• Own organizational design, role definition, capacity planning, and skills development for the ServiceNow team.
• Manage team performance, goal‑setting, coaching, and career development, ensuring strong engagement and retention.
• Establish succession planning and talent strategies to support platform growth and business scalability.
• Lead through change, including organizational transitions, operating‑model shifts, and mergers and acquisitions.

Delivery, Collaboration & Execution

• Partner with ITSM, infrastructure, application, asset, and security teams on design, impact analysis, and root‑cause analysis
• Support Agile delivery models (Scrum/Kanban) across design, development, testing, deployment, and post‑deployment support
• Translate business and operational needs into executable ServiceNow solutions aligned to the roadmap and backlog

Vendor & Partner Ownership

• Serve as the primary executive owner for ServiceNow and strategic delivery partners, including system integrators and managed service providers.
• Own vendor performance management, contract governance, SLA adherence, and commercial negotiations.
• Drive accountability and outcomes from partners while ensuring alignment with enterprise standards and roadmap priorities.
• Assess vendor capabilities and recommend sourcing strategies to support platform maturity, scalability, and risk management.

Required Qualifications

• 10+ years of enterprise ServiceNow experience
• 5+ year ServiceNow platform ownership
• 5+ years people leadership
• Proven experience leading ServiceNow platforms in large, global environments
• Strong hands‑on expertise in ServiceNow administration, configuration, and development
• Deep knowledge of ITSM, CMDB, ITAM, ITOM, and SecOps
• Demonstrated experience stabilizing and modernizing complex ServiceNow environments
• Strong understanding of ITIL v4 and CSDM
• Ability to read, troubleshoot, and guide remediation of JavaScript, Business Rules, Script Includes, and integrations
• Experience supporting organizational transitions and mergers and acquisitions

Certifications & Technical Skills

Required:

• ServiceNow Certified System Administrator (CSA)
• ITIL v4 Foundation

Technical Expertise:

• Enterprise ServiceNow administration and CMDB ownership
• IntegrationHub, REST/SOAP APIs, MID Servers
• Flow Designer, Business Rules, Script Includes, Scheduled Jobs
• JavaScript, HTML, CSS, and ServiceNow configuration tools

Leadership & Soft Skills

• Strong analytical and problem‑solving abilities
• Excellent written and verbal communication skills
• Ability to collaborate effectively with senior leadership and cross‑functional teams
• Strong organizational, prioritization, and execution skills
• Sound judgment and decision‑making under pressure

 

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This position is an exempt position. The annualized base pay range for this role is expected to be between $120,000- $150,000 base salary compensation range.  Actual base pay could vary based on factors including but not limited to experience, subject matter expertise, geographic location where work will be performed, and the applicant's skill set.  The base pay is just one component of the total compensation package for employees.  Other rewards may include an annual cash bonus and a comprehensive benefits package, including but not limited to medical, dental, vision, life and 401(k). Please note that the job title is subject to change based on the selected candidate’s experience and education.