Senior Manager ServiceNow Platform

Republic Services•Phoenix, AZ

7d•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 role based in the Phoenix, Arizona office. The employee is required to work onsite four days per week, with the option to work remotely one 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 leadership role.
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, with ability to organize and oversee multiple initiatives simultaneously.
Demonstrated ability to establish strategic roadmaps, evaluate tradeoffs, solve complex problems, and prioritize technology investments aligned to business objectives.
Experience leading cross-functional teams in matrixed enterprise environments.
Excellent verbal, written, and executive-level communication skills, including ability to influence stakeholders and drive decisions across multiple 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).
Must work onsite in the Phoenix, Arizona office four days per week and may work remotely one day per week.
Position is not sponsorship eligible.

Nice To Haves

ITIL Managing Professional or PMP certification.

Responsibilities

Own the ServiceNow platform vision, roadmap, demand intake, governance standards, and prioritization process, aligning investments with enterprise IT strategy, business value, and delivery capacity.
Lead the ServiceNow product team across functional process areas, overseeing ownership, backlog management, user story readiness, sprint planning, delivery accountability, and coordination with developers, architects, and process owners.
Partner with the ServiceNow Architect to assess enhancements for out-of-box alignment, upgrade safety, technical feasibility, and architectural fit before development.
Own the ServiceNow release cadence and upgrade governance, including rollout readiness, stakeholder communications, training coordination, UAT, 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.
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 maintain 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.