Senior Manager, ServiceNow and Service Asset and Configuration Management

Metrolinx•Toronto, ON

10h

About The Position

The Senior Manager, ServiceNow & Service Asset and Configuration Management (SACM) is accountable for the strategic direction, operational excellence, and continuous improvement of both the SACM practice and the ServiceNow platform. This role ensures the organization maintains accurate, trusted IT assets and configuration data while also stewarding a secure, scalable, and high‑performing ServiceNow ecosystem that supports enterprise-wide service delivery. This role provides leadership and governance across all SACM functions, including lifecycle management of IT assets, maintenance of a healthy Configuration Management Database (CMDB), adherence to ITIL‑aligned processes, and integration with core ITSM practices such as Incident, Change, and Problem Management. The Senior Manager ensures SACM policies, standards, and procedures are clearly defined, communicated, and enforced to reduce risk, support audit and compliance needs, and enable reliable automation across IT services. Simultaneously, the Senior Manager oversees the strategic evolution of the ServiceNow platform, defining the technical roadmap, promoting automation and workflow optimization, and enabling high‑quality delivery across ITSM, ITOM, CSM, SPM, and related modules. The role ensures platform governance, security, access controls, integrations, and architectural foundations are aligned with organizational goals and industry best practices. The Senior Manager partners with cross-functional technology teams, business stakeholders, and vendor partners to drive operational efficiencies, cost optimization, and continuous service improvement. The role ensures appropriate resourcing—people, tooling, processes, and services—are in place to deliver scalable, reliable SACM and ServiceNow capabilities, while fostering a culture of accountability, innovation, and data‑driven decision‑making.

Requirements

Completion of a degree in bachelor’s degree in management information systems, Computer Information Systems, Computer Science, or a related discipline – or a combination of education, training and experience deemed equivalent.
Demonstrated experience in IT Asset Management supporting applications/services and demonstrated years of experience with configuration management (CMDB management).
Demonstrated years of experience with ServiceNow basic ITAM functions in conjunction with CMDB management.

Nice To Haves

SAM Pro and HAM Pro experience is highly desirable.
Experience leading IT Asset Management or SACM transformative initiatives is also highly desirable.
ITIL Practitioner or ITIL Intermediate Certifications or Operational Supports and Analysis (OSA), plus IT Asset Management certifications are a strong asset.
A Project management certification is a plus.
IT business continuity, cybersecurity, integrated risk management and optimization methodologies is highly desirable.

Responsibilities

Lead the management and optimization of the CMDB, IT assets, and configuration items throughout their lifecycle to ensure data integrity, compliance, and risk mitigation.
Own the ServiceNow platform strategy, architecture, roadmap, and delivery of services across ITSM, ITOM, CSM, SPM, and related capabilities.
Drive automation, workflow optimization, and continuous improvement initiatives to enhance service delivery, reduce operational costs, and improve user experience.
Establish and monitor policies, standards, KPIs, dashboards, and service levels to ensure operational excellence and business value realization.
Oversee platform governance, security, access controls, compliance, upgrades, integrations, and overall platform health.
Manage vendor and third-party service provider performance, ensuring contractual obligations, service levels, and benefits realization are achieved.
Own the technical strategy and architecture of the ServiceNow platform, defining long-term roadmaps that reduce operational costs through automated workflows, standardized integrations, and optimized module usage.
Lead development, support, and administrative teams, ensuring high-quality delivery across ITSM, ITOM, CSM, SPM, and custom applications. Promote reusability and automation to reduce manual workload and support costs.
Partner with IT and business stakeholders to align SACM and ServiceNow capabilities with enterprise objectives and transformation initiatives.
Lead software license compliance, asset lifecycle management, contract renewals, and technology cost optimization activities.
Manage departmental budgets, resources, and financial plans while ensuring effective stewardship of technology investments.
Provide guidance and support to the SACM & ServiceNow transformation commitments to ensure timely achievement of capability objectives. Guidance for the development and implementation action plans to address gaps.