Manager, ServiceNow Platform

Cardinal Health

6d•$123,400 - $176,300

About The Position

Information Technology oversees the effective development, delivery, and operation of computing and information services. This function anticipates, plans, and delivers Information Technology solutions and strategies that enable operations and drive business value. Software & Information Platforms manages the technical configuration, design, administration, development, implementation and support of application and information frameworks that the organization's application solutions utilize. This job family partners with Application Development & Maintenance teams and other Information Technology function teams to identify enhancements for platforms and long-term capabilities. The Manager, ServiceNow Core Platform and AI is responsible for the strategy, governance, reliability, modernization, and continued evolution of the enterprise ServiceNow core platform. This role serves as the primary US-based leader for ServiceNow Core Platform and works in close partnership with the offshore Platform Manager and delivery organization. Together, the US and offshore leaders will operate as counterparts, providing aligned leadership across strategy, platform engineering, operations, delivery, talent development, and stakeholder engagement. The Manager will ensure that the shared ServiceNow foundation is reliable, secure, scalable, observable, auditable, and upgradeable. The role will champion modernization, standardization, simplification, automation, and self-service while reducing unnecessary customization, manual effort, and technical debt. A key focus of the role is enabling enterprise AI capabilities within ServiceNow. The Manager will lead the adoption and governance of shared AI capabilities, including Now Assist, AI Agents, AI-assisted development, AI Search, and intelligent automation. Product-specific AI use cases will remain under the accountability of the respective ITAM, ITOM, HR, or other ServiceNow product Manager.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Technology, or a related field, or equivalent professional experience preferred.
Significant experience managing a large enterprise platform, shared technology capability, or enterprise application organization preferred.
Demonstrated experience leading ServiceNow core platform capabilities at enterprise scale preferred.
Experience developing platform strategy, roadmaps, governance, operating models, and investment priorities preferred.
Strong knowledge of ServiceNow platform administration, architecture, security, integrations, APIs, upgrades, App Engine, automation, development standards, and operational support preferred.
Demonstrated exposure to generative AI, agentic AI, intelligent automation, or AI-enabled enterprise platforms preferred.
Experience leading globally distributed teams and working with offshore leadership and delivery organizations preferred.
Strong people leadership, stakeholder management, executive communication, prioritization, and change-leadership skills preferred.
Ability to translate technical topics into clear business outcomes, options, risks, and recommendations preferred.
Experience within a large, regulated, or security-conscious enterprise environment preferred.
ServiceNow Certified System Administrator, Developer or Platform owner preferred.
Experience managing or working in a POD based model preferred.
ITIL Foundation or advanced IT service management certification preferred.
Experience with Now Assist, AI Agents, AI Search, Virtual Agent, or AI-assisted development preferred.
Experience establishing platform governance, a Center of Excellence, or a Center of Excellence and Innovation preferred.
Experience with ServiceNow Automated Test Framework, Instance Scan, App Engine, Integration Hub, DevOps, CI/CD, and automated change practices preferred.
Working knowledge of responsible AI, AI governance, privacy, security, and platform controls preferred.
Experience managing strategic relationships with ServiceNow and implementation partners preferred.
Familiarity with ITAM, ITOM, CMDB, CSDM, and HRSD sufficient to manage shared-platform dependencies, without requiring direct ownership of those products preferred.

Responsibilities

Own and maintain the multi-year strategy and roadmap for the ServiceNow core platform.
Lead, coach, and develop a high-performing ServiceNow Core Platform organization.
Set clear objectives tied to platform outcomes, enterprise priorities, technical capability, and leadership behaviors.
Create an environment of continuous learning, experimentation, knowledge sharing, and self-development.
Develop technical and leadership succession plans for critical platform responsibilities.
Promote cross-training, rotations, mentoring, technical demonstrations, communities of practice, and reusable playbooks.
Maintain an engineer-led culture while empowering specialists to own designs and recommendations.
Assist in leading the Platform team Agile process and Citizen Developer program