Senior Manager Enterprise Service Management & ServiceNow

SRP • Tempe, AZ

2d • 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 SRP’s ServiceNow platform. The role sets strategic direction for enterprise service management and workflow capabilities spanning ITSM, CMDB, ITOM, Service Mapping, HRSD, and future digital workflow and AI investments.

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

The position establishes the operating model, decision rights, architecture guardrails, development and support standards, and cross-functional coordination needed to deliver end-to-end services. It leads a high-performing team and partner ecosystem while driving organizational change, innovation, and continuous improvement. SRP offers a hybrid workplace, with eligible employees able to telework up to three days per week. Employees must live and work in Arizona.

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, covering 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 simplifying complex technical and operational issues, facilitating difficult decisions, and aligning stakeholders without relying solely on formal authority.
• Advanced financial and commercial acumen, including building multi-year investment plans and business cases; managing operating and capital budgets, forecasts, and variances; evaluating ROI and total cost of ownership; optimizing licensing and vendor spend; and reallocating resources across 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 risks, maintain composure, and make timely, transparent decisions.
• Ability to manage 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.
• 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.

Nice To Haves

• A bachelor's degree relevant to the assignment from an accredited institution.
• Minimum 2 years of leadership experience.
• 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.
• ITIL certification.
• Relevant architecture, cloud, product management, Agile, or program management credentials.

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, including demand intake, business-case standards, value and risk assessment, prioritization, sequencing, funding recommendations, decision rights, architecture reviews, stage gates, and benefits realization.
• Provide executives with transparent 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 using data, prototypes, return-on-investment analysis, total cost of ownership, risk-adjusted value, and defined outcome measures.
• Oversee 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, and Service Mapping.
• Provide end-to-end accountability across the software and product lifecycle, from discovery and requirements through architecture, development, testing, release, deployment, adoption, operations, maintenance, and retirement.
• Lead organizational change and adoption for platform capabilities and service management practices, including stakeholder engagement, communications, training, knowledge transfer, and reinforcement.
• 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.
• Set financial targets, track benefits, and demonstrate improvements in performance, productivity, risk reduction, and cost to serve.
• Evaluate and anticipate ServiceNow innovation, AI capabilities, industry trends, market dynamics, and utility-sector priorities; 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 across the portfolio.
• Lead, coach, and develop a diverse, inclusive, high-performing team; establish accountability and support technical training, mentoring, succession, and career development.
• 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 the first day.
• Over 200 hours of PTO, including vacation days, holidays, floating holidays, and sick leave.
• Parental leave of up to 4 weeks.
• 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