IT Manager (ServiceNow Engineering & Governance)

Xcel Energy•Minneapolis, MN

23h•Onsite

About The Position

The Manager of ServiceNow Engineering & Governance is accountable for platform integrity, architectural consistency, risk‑based governance, and technical delivery quality across the ServiceNow ecosystem. This role sits at the intersection of engineering execution and enterprise governance, ensuring ServiceNow is scalable, secure, compliant, and continuously delivering business value. Broad stakeholder engagement across Xcel Energy is required.

Requirements

Bachelor's degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
Ten years of experience with end-to-end service lifecycle, business process, project or product management.
Five years of prior people leadership experience.
Experience with strategic planning, portfolio prioritization, delivery execution, and operations.
Experience working within a regulated industry.
Ability to deliver value in compliance with policies and regulations.
Demonstrated ability to apply a customer focus, problem solve, and drive continuous improvement to solutions, systems and processes.
Demonstrated ability to drive, adopt, and lead others through change in a diverse and dynamic environment.
Exposure to Sourcing and Contract Management practices.
Proven ability to attain and hold in-depth acumen in business process, technical knowledge, and architectural topology.
Excellent communication skills, effective with varying organizational levels and skill sets.
Excellent Relationship Management and collaboration skills, with a track record of working as one team cross-organizationally to drive innovation and business results.

Nice To Haves

7-10+ years progressive responsibility across the ServiceNow platform; engineering, solution design, technical leadership, people leadership, governance frameworks, product and standard ownership, stakeholder engagement models.
5+ years leading multidisciplinary ServiceNow practices, including engineers, developers, business analysts, architects, testing/QA.
Functional experience with ITSM, CMDB/CI, ITOM, HRSD, SPM, SAM/HAM, Now Assist, API’s and custom integrations.
Proven ability to establish engineering standards, governance frameworks, release, and OCM strategies.
Experience with multiple deployment and operating models; Agile, Scrum, SAFe, Lean, ITIL and ITSM practices.
Strong grasp of ServiceNow data model and extensibility, role-based access/security/compliance, platform scalability, and resiliency.
Experience partnering with Security, Risk, Audit, Compliance, HR, Architecture, PMO, Legal/Regulatory organizations.
Experience with risk-based governance models (tiered approvals, AI risk tiers) and platform policy enforcement controls.
Experience with NexThink/DEX.
Experience with lifecycle management.
Development/database background.
Experience moving from a traditional to accelerated environment.
Strong ability to balance outcome/result/quality/risk with high velocity.
Preferred certifications: ServiceNow - CSA (Certified Sys Admin)/CIS (Certified Implementation Specialist)/CAD (Certified App Dev).
ITIL Certification.
CSM (Certified Scum Master).

Responsibilities

Lead and manage the performance and development of staff.
Lead priorities and manage work performance of staff, vendors and contractors.
Provide leadership as needed across multiple sites, and in alignment with Union or other contracts.
Understand the customers' needs, and partner to deliver innovative solutions.
Partner with Supply Chain, Finance, Enterprise Security, Audit/Compliance and other internal groups to drive results.
Ensure products and services operate in a lean, stable, and adaptable manner.
Ensure product delivery and operation are cost effective and within budget.
Drive ongoing improvements in IT operational performance.
Proactively prevent, and support prompt restoration of service disruptions.