Senior Manager ServiceNow Platform

Republic Services•Phoenix, AZ

5d•Hybrid

About The Position

The Senior Manager ServiceNow Platform owns the ServiceNow product strategy, roadmap, governance, financial management, and delivery across ITSM, ITOM, CMDB, Service Mapping, HRSD, and future workflow investments. The role maximizes business value from the platform while leading a team of product owners, analysts, developers, and strategic partners. This is a hybrid position based in the Phoenix, Arizona office, with four onsite days per week and one remote day per week. The position is not sponsorship eligible.

Requirements

At least 7 years of experience in IT, enterprise applications, digital product management, or ServiceNow.
At least 5 years of experience administering, implementing, or leading delivery of ServiceNow solutions across ITSM, ITOM, CMDB, HRSD, SecOps, ITAM, or related workflows.
At least 3 years serving as a Product Owner, Product Manager, Platform Owner, or equivalent leader.
Advanced knowledge of ServiceNow platform capabilities, governance models, administration practices, ITIL practices, IT service management, CMDB, service mapping, and enterprise workflow automation.
Strong understanding of Agile, Scrum, product management, and program management practices, including the ability to oversee multiple initiatives simultaneously.
Ability to establish strategic roadmaps, evaluate tradeoffs, solve complex problems, and prioritize technology investments aligned with business objectives.
Experience leading cross-functional teams in matrixed enterprise environments.
Excellent verbal, written, and executive-level communication skills, with the ability to influence stakeholders and drive decisions across business functions.
Experience managing third-party vendors, service providers, and implementation partners.
Experience developing business cases, managing technology investments, and overseeing vendor or implementation partner relationships.
Experience presenting roadmap, portfolio, and operational performance updates to senior leadership or executive stakeholders.
Experience leading enterprise platform governance, demand management, release management, and roadmap planning.
ITIL 4 Foundation certification.
ServiceNow Certified System Administrator (CSA).
Willingness to work onsite in the Phoenix, AZ office four days per week, with one remote day per week.

Nice To Haves

ITIL Managing Professional or PMP certification.

Responsibilities

Own the ServiceNow platform vision, roadmap, demand intake, governance standards, and prioritization process, aligning platform investments with enterprise IT strategy, business value, and delivery capacity.
Lead the ServiceNow product team across functional process areas, including ownership, backlog management, user story readiness, sprint planning, delivery accountability, and coordination with developers, architects, and process owners.
Partner with the ServiceNow Architect to evaluate enhancements for out-of-box alignment, upgrade safety, technical feasibility, and architectural fit before development begins.
Own the ServiceNow release cadence, upgrade governance, rollout readiness, stakeholder communications, training coordination, user acceptance testing, go-live approvals, and change management for new modules and operating model updates.
Report platform health, roadmap progress, KPI performance, SLA compliance, adoption metrics, resource needs, and escalated risks or issues to executive stakeholders and IT leadership on a recurring basis.
Partner with HR, Finance, Cyber Security, Infrastructure, and other business stakeholders to identify, evaluate, and qualify ServiceNow use cases before alternative solutions are pursued.
Manage relationships with third-party implementation partners and ServiceNow account teams to maximize platform investment and delivery effectiveness and increase awareness of emerging capabilities.
Serve as the primary RSI liaison to the ServiceNow Executive Committee, representing platform health, roadmap progress, and resource needs.
Perform other job-related duties as assigned or apparent.