Manager II – ServiceNow

Navy Federal•Pensacola, FL

3d•Onsite

About The Position

The Manager II, ServiceNow Product & Delivery is a strategic leader responsible for the vision, roadmap, execution, and continuous evolution of the ServiceNow platform. The role connects business strategy with technology delivery to create measurable business value, strong user experiences, and operational excellence. The manager leads cross-functional teams, promotes agile delivery, owns product strategy and prioritization, and serves as a liaison among business stakeholders, customers, and development teams. The position translates organizational objectives into product plans, oversees large-scale initiatives, and fosters a high-performing, customer-centric culture. The role leads and develops a team of product owners, business analysts, project managers, scrum masters, and ServiceNow professionals. It sets the platform’s product direction and governance, manages roadmaps and investment priorities, incorporates customer feedback, and aligns platform capabilities with enterprise goals. The manager partners with executive, business, operational, engineering, architecture, and platform stakeholders to guide digital transformation, balance business needs and technical feasibility, and communicate progress and outcomes. The manager oversees ServiceNow programs and projects from ideation through implementation, including delivery governance, risk and resource planning, dependencies, and reporting. The role promotes Agile, Scrum, and product-centric methods, supports planning and backlog prioritization, and monitors delivery and platform performance. It also establishes platform operating standards and best practices, ensures applicable security, audit, regulatory, and organizational compliance, and drives continuous improvement in platform reliability, efficiency, quality, and scalability. Hours are Monday through Friday, 8:00 AM to 4:30 PM. Work location: 5510 Heritage Oaks Drive, Pensacola, FL 32526.

Requirements

10+ years of experience leading technology products, enterprise platforms, or digital transformation initiatives.
5+ years of leadership experience managing managers, product teams, or large cross-functional organizations.
Demonstrated experience leading ServiceNow platform strategy and delivery.
Strong background in product management, project/program management, and Agile delivery methodologies.
Proven experience influencing executive stakeholders and leading enterprise-scale initiatives.
Experience managing competing priorities in complex matrixed organizations.

Nice To Haves

ServiceNow certifications such as CSA, CIS, CAD, or Product Owner-related certifications.
Agile, Scrum, PMP, SAFe, or equivalent certifications.
Experience leading digital transformation or enterprise platform modernization efforts.
Familiarity with ITSM, ITOM, HRSD, CSM, SPM, SecOps, or other ServiceNow modules.
Skills in strategic leadership, people management and coaching, product ownership, roadmap development, portfolio and program management, stakeholder engagement, executive communication, voice of the customer, agile delivery leadership, financial and resource management, change management, cross-functional collaboration, business process transformation, data-driven decision-making, and execution excellence.

Responsibilities

Lead, coach, and develop product owners, business analysts, project managers, scrum masters, and ServiceNow professionals; establish performance expectations, development plans, and succession strategies.
Foster accountability, collaboration, innovation, continuous improvement, employee engagement, agile mindsets, and servant leadership.
Lead ServiceNow product strategy, vision, roadmap, governance, prioritization frameworks, and investment strategies aligned with enterprise goals and customer needs.
Balance technical debt, platform sustainability, compliance requirements, and business demand; drive adoption of new ServiceNow capabilities and emerging technologies.
Gather and analyze customer and end-user feedback, translate pain points into enhancements and initiatives, and measure satisfaction, adoption, and business outcomes.
Create and maintain multi-year roadmaps; partner with executives on digital transformation and process optimization; evaluate market trends, industry practices, and platform capabilities; define success metrics.
Build relationships across the enterprise and serve as a liaison among business leaders, operational teams, technology organizations, and executive stakeholders.
Facilitate strategic planning, prioritization sessions, and executive governance forums; present roadmap updates, delivery progress, risks, and business outcomes to senior leadership.
Oversee complex ServiceNow programs and projects from ideation through implementation, ensuring delivery aligns with scope, budget, schedule, and quality expectations.
Manage cross-team and business-function dependencies; establish delivery governance, risk management, resource planning, and reporting processes.
Champion Agile, Scrum, and product-centric delivery; lead quarterly and annual planning, backlog prioritization, and capacity planning; monitor delivery metrics and address impediments.
Translate business strategy into executable product and technology initiatives; partner with engineering, architecture, and platform teams to define feasible solutions and communicate strategic objectives clearly.
Establish platform governance standards, operating models, and best practices; ensure security, audit, regulatory, and organizational compliance.
Manage operational health, service performance, and platform reliability; drive efficiency, quality, and scalability improvements; measure and communicate platform performance using business and operational KPIs.