Manager, ITSM Platform Management

Highmark Health

2d • Hybrid

About The Position

Highmark Health is seeking an experienced and dynamic Manager of ITSM Platform Management to lead our global team of ServiceNow Developers and Administrators. This critical role will be instrumental in shaping and executing our multi-year ITSM technology and AI strategy across various ServiceNow modules, including ITSM, HCLS, ITOM, ITAM, and the exploration of new capabilities like HRSD, CSM, and Financial Operations. The successful candidate will drive innovation, optimize platform performance, and ensure the delivery of value-based outcomes that align with Highmark Health's strategic objectives.

Requirements

• 5 years in a leadership / mentoring role
• 5 years of planning, implementing, maintaining and growing capabilities within relevant discipline
• 3 years of developing, communicating and presenting concepts to varying audience
• Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts to non-technical audiences, including executive leadership.
• Strong presentation skills, with a proven ability to develop and deliver compelling stakeholder updates.
• Strategic thinker with the ability to translate business needs into technical solutions and long-term roadmaps.
• Excellent leadership, coaching, and mentoring abilities.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Nice To Haves

• Minimum of 5 years of experience in IT Service Management, with at least 3 years in a leadership role managing technical teams, and a minimum of 3 years of ServiceNow platform implementation, configuration, and management experience.
• Proven track record of successfully leading and delivering value-based outcomes from enterprise-level ITSM platform initiatives.
• Hands-on experience or significant exposure to Now Assist Generative AI and Agentic AI use case implementations within an ITSM or related context.
• PMP, ITIL, Lean Six Sigma, and/or ServiceNow certifications are a plus.

Responsibilities

• Strategic Leadership: Develop and execute a multi-year strategy for the ITSM platform, incorporating emerging technologies, particularly in AI and GenAI, to enhance service delivery and operational efficiency.
• Team Management: Lead, mentor, and develop an international team of ServiceNow Developers and Administrators, fostering a culture of high performance, collaboration, and continuous improvement.
• Platform Oversight: Oversee the design, development, implementation, and maintenance of the ServiceNow platform across ITSM, HCLS, ITOM, ITAM, and other relevant modules.
• Demand & Capacity Management: Effectively manage demand and capacity for platform enhancements and projects, ensuring resources are optimally allocated to meet strategic priorities.
• Talent Acquisition & Development: Drive talent acquisition efforts to grow the team's capabilities, identify skill gaps, and implement development plans to ensure the team can meet future strategic needs.
• Value Realization: Accountable for delivering successful value-based outcomes from platform initiatives, demonstrating tangible business benefits.
• Stakeholder Communication: Develop and deliver clear, concise, and compelling presentations to VP-level and executive stakeholders, providing regular updates on strategy, progress, and performance.
• Innovation & Exploration: Actively research and evaluate new ServiceNow capabilities and emerging technologies (e.g., HRSD, CSM, Financial Operations, GenAI, Agentic AI) for potential application within Highmark Health.
• Governance & Best Practices: Establish and enforce best practices for platform governance, development, and administration, ensuring scalability, security, and stability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees