Senior Manager, ServiceNow Platform & ITSM

Focus Financial Partners•St. Louis, MO

5h•Hybrid

About The Position

You are a modern IT leader with deep ServiceNow expertise and a strong customer‑centric mindset. You balance hands‑on technical depth with people and platform leadership, enabling you to stabilize complex environments, standardize processes, and continuously improve service delivery at scale. You have led ServiceNow platforms in large, global, and regulated environments and are comfortable operating through transition, growth, and M&A activity. The Senior Manager, ServiceNow Platform & IT Service Management is the senior technical and operational authority for the ServiceNow platform. This role is accountable for platform health, ITSM and CMDB maturity, technical governance, and delivery execution during a period of transformation. You will lead platform administration, upgrades, integrations, and the decommissioning of legacy systems as Focus continues to evolve toward a modern ServiceNow architecture. This role partners closely with ITSM, infrastructure, application, asset, security, and business teams to ensure the platform delivers stable, secure, and compliant enterprise services.

Requirements

10+ years of enterprise ServiceNow experience
5+ year ServiceNow platform ownership
5+ years people leadership
Proven experience leading ServiceNow platforms in large, global environments
Strong hands‑on expertise in ServiceNow administration, configuration, and development
Deep knowledge of ITSM, CMDB, ITAM, ITOM, and SecOps
Demonstrated experience stabilizing and modernizing complex ServiceNow environments
Strong understanding of ITIL v4 and CSDM
Ability to read, troubleshoot, and guide remediation of JavaScript, Business Rules, Script Includes, and integrations
Experience supporting organizational transitions and mergers and acquisitions
ServiceNow Certified System Administrator (CSA)
ITIL v4 Foundation
Enterprise ServiceNow administration and CMDB ownership
IntegrationHub, REST/SOAP APIs, MID Servers
Flow Designer, Business Rules, Script Includes, Scheduled Jobs
JavaScript, HTML, CSS, and ServiceNow configuration tools
Strong analytical and problem‑solving abilities
Excellent written and verbal communication skills
Ability to collaborate effectively with senior leadership and cross‑functional teams
Strong organizational, prioritization, and execution skills
Sound judgment and decision‑making under pressure

Responsibilities

Own the overall health, stability, and technical integrity of the ServiceNow platform
Lead platform governance, security controls, and standards enforcement across all ServiceNow capabilities
Conduct platform health assessments and technical audits to identify risks, gaps, and remediation priorities
Define current‑state and target‑state ServiceNow architecture aligned to enterprise standards and roadmap
Oversee day‑to‑day ServiceNow administration, including users, roles, groups, security ACLs, and access controls
Lead platform upgrades, patching, cloning, and release validation across environments
Ensure platform scalability, performance, availability, and compliance in a regulated environment
Direct troubleshooting and resolution of complex platform, integration, and data issues
Provide leadership and accountability across core ServiceNow modules, including ITSM, CMDB / CSDM, ITAM (HAM & SAM), ITOM, SecOps, Now Assist
Ensure CMDB integrity through discovery, service mapping, reconciliation rules, and governance practices
Oversee IntegrationHub workflows, REST/SOAP integrations, MID Servers, and enterprise system integrations (e.g., Microsoft Intune, Azure, SaaS platforms)
Ensure ServiceNow aligns to CSDM 5 and ITIL v4‑aligned ITSM processes and enterprise service‑management best practices
Identify performance bottlenecks, technical debt, and process inefficiencies; implement remediation strategies
Define and track metrics to measure platform usage, workflow efficiency, service performance, and operational health
Drive continuous improvement through automation, standardization, and platform optimization
Establish clear ownership, operating models, and skill development paths for the ServiceNow team
Foster a culture of accountability, collaboration, technical excellence, and customer focus
Provide direct people leadership for the ServiceNow platform organization, including managers, architects, developers, administrators, and CMDB resources
Own organizational design, role definition, capacity planning, and skills development for the ServiceNow team
Manage team performance, goal‑setting, coaching, and career development, ensuring strong engagement and retention
Establish succession planning and talent strategies to support platform growth and business scalability
Lead through change, including organizational transitions, operating‑model shifts, and mergers and acquisitions
Partner with ITSM, infrastructure, application, asset, and security teams on design, impact analysis, and root‑cause analysis
Support Agile delivery models (Scrum/Kanban) across design, development, testing, deployment, and post‑deployment support
Translate business and operational needs into executable ServiceNow solutions aligned to the roadmap and backlog
Serve as the primary executive owner for ServiceNow and strategic delivery partners, including system integrators and managed service providers
Own vendor performance management, contract governance, SLA adherence, and commercial negotiations
Drive accountability and outcomes from partners while ensuring alignment with enterprise standards and roadmap priorities
Assess vendor capabilities and recommend sourcing strategies to support platform maturity, scalability, and risk management