Manager II – ServiceNow

Navy Federal Credit Union•Pensacola, FL

12h•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 ensure 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 key liaison among business stakeholders, customers, and development teams. The role translates organizational objectives into product plans, oversees large-scale initiatives, and fosters a high-performing, customer-centric culture. The position leads and develops teams, defines product governance and multi-year roadmaps, represents customer and end-user needs, partners with executive leadership, and oversees complex ServiceNow delivery. It also establishes delivery and platform governance, ensures applicable security, audit, regulatory, and organizational compliance, and monitors service performance, reliability, and operational outcomes. The stated schedule is Monday through Friday, 8:00 AM–4:30 PM. The listed location is 5510 Heritage Oaks Drive, Pensacola, Florida 32526. Navy Federal describes its career experience as including a committed culture, competitive pay, and generous benefits and perks; detailed benefit offerings are referenced on its career site.

Requirements

10 or more years of experience leading technology products, enterprise platforms, or digital transformation initiatives.
5 or more 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 or 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.
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.
Build a culture of accountability, collaboration, innovation, continuous improvement, and employee engagement; set performance expectations and support career development and succession planning.
Attract, retain, mentor, and develop talent, and promote agile mindsets and servant leadership.
Lead ServiceNow product strategy, vision, strategic direction, and roadmap aligned with enterprise goals, business priorities, and customer needs.
Establish product governance, prioritization frameworks, and investment strategies while balancing technical debt, platform sustainability, compliance, and business demand.
Drive adoption of ServiceNow capabilities and emerging technologies to maximize business value.
Represent customer and end-user needs; gather and prioritize customer feedback, translate pain points into enhancements, and measure satisfaction, adoption, and business outcomes.
Create and maintain multi-year roadmaps; partner with executives on digital transformation and process optimization opportunities; evaluate market trends, industry practices, and platform capabilities; and establish roadmap success metrics.
Build enterprise relationships 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 outcomes to senior leadership; and use data-driven recommendations to influence decisions.
Oversee complex ServiceNow programs and projects from ideation through implementation, ensuring delivery against time, scope, budget, and quality expectations.
Manage dependencies across teams and business functions, and 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; and monitor delivery metrics and resolve impediments.
Translate business strategy into executable product and technology initiatives; partner with engineering, architecture, and platform teams on feasible solutions; and ensure teams understand strategic objectives.
Facilitate communication between technical and non-technical stakeholders and align platform investment decisions with enterprise objectives.
Establish platform governance standards, operating models, and best practices; ensure security, audit, regulatory, and organizational compliance.
Manage platform operational health, service performance, and reliability; lead improvements in efficiency, quality, and scalability; and measure and communicate performance through business and operational KPIs.