Manager, IT Service Management

IDEX•Northbrook, IL

About The Position

The Manager, ServiceNow Platform & Service Management is responsible for the strategy, governance, roadmap, and continuous improvement of the ServiceNow platform and IT Service Management capabilities across IDEX. This role serves as the enterprise owner of the ServiceNow platform, ensuring platform investments support operational excellence, service delivery, automation, compliance, and future digital transformation initiatives. The position partners closely with the PMO to support Strategic Portfolio Management (SPM) capabilities while maintaining ownership of the platform, technical roadmap, and service management processes.

Requirements

7+ years of IT Service Management, ServiceNow, or enterprise platform experience.
5+ years of ServiceNow administration, platform ownership, or service management leadership experience.
Experience with ITSM, CMDB, Discovery, Asset Management, and ServiceNow governance.
Experience managing third-party partners and outsourced support teams.

Nice To Haves

ITIL Foundation or higher.
ServiceNow CSA certification.
ServiceNow CIS certifications preferred.
PMP or Agile certifications are a plus.

Responsibilities

Own the ServiceNow platform strategy, roadmap, governance model, and overall platform health.
Establish platform standards, release management practices, and enhancement prioritization.
Manage ServiceNow vendors, implementation partners, and support providers.
Ensure alignment with enterprise architecture, cybersecurity requirements, and business needs.
Lead the maturity and continuous improvement of Incident, Problem, Change, Request, Knowledge, and Configuration Management processes.
Establish and maintain policies, standards, SLAs, KPIs, and governance practices.
Drive service quality improvements, operational efficiency, and adoption of best practices.
Own CMDB strategy, data quality, and governance.
Lead ServiceNow Discovery, Service Mapping, and platform integration initiatives.
Drive Software Asset Management maturity, compliance, and optimization efforts.
Expand platform capabilities to improve visibility across infrastructure, applications, and services.
Develop and execute the ServiceNow automation and AI roadmap.
Lead adoption of capabilities such as Now Assist, workflow automation, self-service, and predictive intelligence.
Identify opportunities to improve productivity and reduce manual work through intelligent automation.
Establish executive dashboards and reporting for platform health, service performance, process maturity, and roadmap progress.
Lead ServiceNow governance forums and steering committees.
Provide recommendations and insight to leadership regarding platform investments and priorities.