Senior Manager, Global ServiceNow Platform - Hybrid (Dallas/Houston, TX)
About The Position
AECOM Information Technology is seeking a Senior Manager to lead our global ServiceNow platform, supporting HRSD, CSM, ITSM, ITAM, ITOM, SPM, CMBD, Knowledge, and Employee/Service Portals. This person will report to the enterprise technology leader with overall accountability across ServiceNow, Safety, and GRC systems. This role is accountable for platform governance, roadmap ownership, cross-functional prioritization, and ensuring the delivery of high-quality solutions aligned with enterprise strategy. The Senior Manager will lead a high-performing team, drive operational excellence, and partner with business and technical stakeholders across a global, matrixed organization. This position offers some flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based in either Houston or Dallas, TX.
Requirements
- BA/BS plus at least 10 years of relevant experience including managing ServiceNow platforms in a complex, global enterprise environment, or demonstrated equivalency of experience and/or education
- At least 2 years of leadership experience
- Proven experience leading cross-functional teams and managing large-scale projects and platform operations.
- Strong knowledge of ServiceNow (eg; ITSM, HRSD, CSM, ITOM, ITAM, SPM, CMDB, Knowledge Management, and ServiceNow Employee Center)
- Experience with AI, automation, and workflow optimization initiatives.
- Excellent communication and collaboration skills, with the ability to influence business and IT leaders.
- Demonstrated ability to drive operational excellence and adoption across enterprise platforms.
- Due to the nature of this position US Citizenship is required.
Nice To Haves
- Prior experience with Workday a plus
- Experience with multiple ServiceNow modules strongly preferred.
- Prior experience with Software Development a plus
- Relevant ServiceNow certifications
- Experience with similarly large, complex, matrixed and global organizations
Responsibilities
- Governance, Roadmap & Strategic Execution: Own the governance process, define standards, and manage the ServiceNow roadmap to align initiatives with enterprise strategy. Partner with stakeholders to prioritize and execute projects, ensuring operational excellence and adoption.
- Global ServiceNow Leadership: Lead and manage a team supporting all ServiceNow modules. Provide oversight for operational support, platform enhancements, and delivery of strategic initiatives.
- Strategic Partnership & Influence: Partner with application business owners and stakeholders across HR, Finance, IT, and Operations to align platform strategy with business objectives, recommend improvements, and ensure enterprise adoption.
- Program & Project Management: Lead global ServiceNow projects, enhancements, and integrations. Manage dependencies, risks, timelines, and resources to ensure successful delivery.
- AI & Automation Initiatives: Drive process automation and AI-enabled initiatives leveraging ServiceNow capabilities to improve efficiency, user experience, and enterprise outcomes.
- Metrics & Reporting: Define and monitor SLAs, KPIs, and platform performance metrics. Provide insights and executive-level reporting to drive informed decision-making.
- Operational Excellence & Process Improvement: Drive continuous improvement, monitor performance metrics, and ensure platform stability and efficiency. Establish best practices for development, testing, deployment, and service management.
- Team Development & Leadership: Manage and develop a high-performing team, setting clear objectives, fostering accountability, and mentoring staff to build capabilities and scale platform impact globally.
Benefits
- AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
