Senior Manager, Service Management

Choice Hotels International • Scottsdale, AZ

1d • $140,000 - $167,000 • Hybrid

About The Position

The Senior Manager, Service Management is responsible for leading the operational execution and continuous improvement of IT Service Management (ITSM) processes and the ServiceNow platform. This role oversees both the Service Management and ServiceNow Engineering teams and is accountable for delivering reliable, efficient, and scalable service capabilities that support enterprise technology operations. This leader ensures service management strategies and governance frameworks are consistently implemented, measured, and optimized. The role drives operational performance, process consistency, and platform stability while contributing to longer‑term improvements aligned with departmental and enterprise technology objectives. The Senior Manager partners closely with Technology, Security, and Business stakeholders to enhance service delivery effectiveness, improve user experience, and ensure ServiceNow performance meets organizational needs.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field or an equivalent combination of education and work experience.
• 7+ years of progressive experience in IT Service Management or enterprise technology operations.
• 3+ years of people leadership experience managing technical and/or process‑oriented teams.
• Demonstrated experience overseeing ServiceNow platform administration, enhancement delivery, and operational support.
• Experience working within enterprise technology organizations or large‑scale service operations environments.
• Strong knowledge of ITSM frameworks (e.g., ITIL) and practical application in operational environments.
• Proven ability to manage operational performance, metrics, and service improvement initiatives.
• Strong analytical, problem‑solving, and decision‑making skills with the ability to balance competing priorities.
• Ability to influence cross‑functional stakeholders and drive collaboration across departments.
• Excellent communication, facilitation, and stakeholder management skills.
• Ability to manage multiple initiatives in a fast‑paced environment while maintaining operational stability.

Responsibilities

• Lead the Service Management team responsible for the execution and continuous improvement of ITSM processes, ensuring adherence to established standards, policies, and governance frameworks.
• Ensure operational consistency across Incident, Problem, Change, Request, and related ITSM processes.
• Monitor service performance metrics, identify trends, and implement corrective actions to improve service quality, efficiency, and customer satisfaction.
• Drive the maturity of service management capabilities by identifying improvement opportunities and implementing structured enhancements aligned with departmental strategy.
• Provide operational reporting and insights to Technology leadership to support performance visibility and informed decision‑making.
• Lead the ServiceNow Engineering team responsible for platform configuration, administration, enhancement delivery, and operational stability.
• Ensure platform solutions align with established architecture, security, and governance standards.
• Oversee backlog prioritization, release planning, and enhancement delivery in alignment with departmental objectives and resource capacity.
• Partner with enterprise architecture, security, and infrastructure teams to ensure integrations and configurations meet operational and compliance requirements.
• Monitor platform performance and reliability, proactively addressing risks and coordinating resolution of complex issues.
• Provide direct leadership, coaching, and performance management for team members across Service Management and ServiceNow Engineering.
• Translate departmental objectives into clear team goals and measurable performance expectations.
• Conduct performance reviews, provide ongoing feedback, and implement development plans to build team capability and bench strength.
• Lead hiring, onboarding, workforce planning, and succession planning in alignment with approved budgets and workforce strategies.
• Foster a culture of accountability, collaboration, operational excellence, and continuous improvement.
• Partner with Technology, Security, and Business stakeholders to ensure service management processes and platform capabilities effectively support operational needs.
• Translate enterprise and departmental strategies into actionable roadmaps and execution plans for Service Management and ServiceNow Engineering.
• Represent the function in cross‑functional meetings and governance forums, providing operational expertise and status updates.
• Communicate key initiatives, risks, dependencies, and performance outcomes to senior leadership.
• Support audit, compliance, and risk management activities related to ITSM and ServiceNow operations.

Benefits

• Competitive compensation and benefits, including medical, dental, and vision coverage
• Leave and paid time‑off for holidays, vacation, personal, family, volunteer, sick, jury duty, bereavement, military, and religious observance
• Financial benefits for retirement and health savings
• Employee recognition programs
• Discounts at Choice hotels worldwide
• Annual bonus based on the terms of Choice's Management Incentive Plan (MIP)

What This Job Offers

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