Senior Manager Enterprise Service Management & ServiceNow

SRP • Tempe, AZ

6d • Hybrid

About The Position

The Senior Manager, Enterprise Service Management & ServiceNow is the enterprise product and technology leader accountable for the vision, multi-year strategy, investment portfolio, roadmap, governance, financial performance, architecture alignment, delivery, adoption, and operational health of the ServiceNow platform. The role establishes strategic direction and investment priorities for enterprise service management and workflow capabilities across ITSM, CMDB, ITOM, Service Mapping, HRSD, and future digital workflow and AI investments.

As a strategic partner and trusted technical advisor to senior business and IT leaders, the Senior Manager translates enterprise priorities into decision-ready strategies, investment scenarios, business cases, and sequenced roadmaps. The role shapes investment decisions using financial modeling, data-driven insights, total-cost and risk analysis, prototypes, and measurable value outcomes, while balancing business value, cyber and regulatory risk, platform health, technical debt, workforce capacity, and cost to serve.

The Senior Manager establishes the operating model, decision rights, architecture guardrails, development and support standards, and cross-functional coordination needed to deliver end-to-end services. The role leads a high-performing team and partner ecosystem, anticipates market and technology shifts, and drives organizational change, innovation, and continuous improvement across the enterprise.

Requirements

• Minimum 8 years of relevant experience; in lieu of a degree, 12 years of relevant experience or an equivalent combination of education and experience totaling 12 years may be considered.
• Enterprise product and platform leadership experience with ServiceNow or a comparable complex workflow platform, including strategy, roadmap, governance, delivery, operations, and benefits realization.
• Demonstrated success developing and executing multi-year application or platform strategies aligned with enterprise architecture, digital transformation, cybersecurity, and business priorities.
• Ability to operate at strategic, operational, and tactical levels and convert enterprise priorities into decision-ready options, funded roadmaps, delivery plans, and measurable results.
• Strong executive influence and communication skills, including the ability to simplify complex technical and operational issues, facilitate difficult decisions, and align stakeholders without relying solely on formal authority.
• Advanced financial and commercial acumen, including experience building multi-year investment plans and business cases; managing operating and capital budgets, forecasts, and variances; evaluating return on investment and total cost of ownership; optimizing licensing and vendor spend; and reallocating resources across competing priorities.
• Experience establishing portfolio governance and product-management practices.
• Demonstrated success leading organizational change, improving adoption, building high-performing teams, and creating a culture of accountability, collaboration, inclusion, learning, and innovation.
• Sound judgment in ambiguous or high-impact situations, with the ability to anticipate dependencies and risk, maintain composure, and make timely, transparent decisions.
• Ability to manage operating and capital budgets, financial forecasts, investment business cases, licensing economics, workforce capacity, vendor performance, multiple delivery methods, and concurrent transformation and operational commitments.
• Ability to cultivate an inclusive work environment and lead employee selection, development, coaching, performance management, and succession planning.
• Demonstrated enterprise perspective and sound judgment, with strong strategic, analytical, and planning capabilities to anticipate downstream impacts, solve complex problems, align stakeholders, negotiate effectively, and deliver clear written, presentation, and executive-level communications.
• Working knowledge of enterprise architecture, cloud services, integrations, data management, cybersecurity, privacy, regulatory compliance, business continuity, and core infrastructure principles.
• All candidates must be legally authorized to work in the United States. SRP does not sponsor H1B visas, OPT, or other employment-related visas.
• Employees must live and work in Arizona.

Nice To Haves

• A bachelor's degree relevant to the assignment from an accredited institution is preferred.
• Minimum of 2 years of leadership experience preferred.
• Experience across multiple ServiceNow products or workflows, such as ITSM, ITOM, CMDB, Service Mapping, HRSD, Employee Center, ITAM, Strategic Portfolio Management, IntegrationHub, Now Assist, or AI agents.
• ServiceNow Certified System Administrator, Certified Implementation Specialist, or another relevant ServiceNow certification is preferred.
• ITIL certification is preferred.
• Relevant architecture, cloud, product management, Agile, or program management credentials are valued.

Responsibilities

• Own and execute a three-to-five-year enterprise service management strategy aligned with enterprise architecture, digital transformation priorities, business strategy, and the technology roadmap; define the target state, strategic choices, capability sequencing, sourcing approach, and investment assumptions.
• Lead portfolio and investment governance for service management, including demand intake, business-case standards, value and risk assessment, prioritization, sequencing, funding recommendations, decision rights, architecture review, stage gates, and benefits realization.
• Provide executives with transparent investment choices, financial implications, opportunity costs, dependencies, risks, and expected business outcomes.
• Advise senior leaders and translate business needs into platform strategies, operating-model choices, service designs, investment options, and executable roadmaps.
• Influence decisions through data, prototypes, return-on-investment analysis, total cost of ownership, risk-adjusted value, and defined outcome measures.
• Oversee the design, implementation, integration, and support of scalable ServiceNow solutions across ITSM, CMDB, ITOM, Service Mapping, HRSD, and emerging workflow and AI capabilities.
• Own and continuously improve ITIL-based service management processes and enterprise standards, including Incident, Problem, Change, Request, Knowledge, Configuration, Service Mapping, and related technology service management practices.
• Provide end-to-end accountability across the software and product lifecycle, including discovery, requirements, architecture and design, development, testing, release, deployment, adoption, operations, maintenance, and retirement.
• Lead organizational change and adoption for platform capabilities and service management practices; sponsor stakeholder engagement, communications, training, knowledge transfer, and reinforcement plans.
• Establish process ownership, controls, KPIs, training, and adoption mechanisms.
• Own the annual and multi-year ServiceNow portfolio financial plan, including operating and capital expenditures, forecasts, variances, and resource investments; track benefits and demonstrate improvements in performance, productivity, risk reduction, and cost to serve.
• Evaluate and anticipate shifts in ServiceNow innovation, AI capabilities, industry trends, market dynamics, and utility-sector priorities; determine business implications and direct adoption, partnership, and risk-mitigation decisions.
• Balance transformation work with operational support, maintenance, enhancements, technical debt, and platform reliability; plan workforce and partner capacity, allocate resources, and maintain realistic delivery commitments.
• Lead, coach, and develop a diverse, inclusive, high-performing team; establish vision, accountability, technical training, mentoring, succession, and career-development practices.
• Build relationships across business functions and promote transparent communication, knowledge sharing, and shared accountability for outcomes.
• Perform other duties and responsibilities as assigned.

Benefits

• Pension plan at no cost to the employee.
• 401(k) plan with employer matching.
• Medical, vision, dental, and life insurance available on the first day.
• Over 200 hours of PTO, including vacation days, holidays, floating holidays, and sick leave.
• Parental leave of up to 4 weeks and adoption assistance.
• Wellness programs, including access to a recreation and fitness facility.
• Short- and long-term disability plans.
• Tuition assistance for undergraduate and graduate programs.
• 10 Employee Resource Groups for career development, community service, and networking.
• Competitive pay and performance incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior