ServiceNow Platform Manager

Hagerty

19h•Hybrid

About The Position

As a ServiceNow Platform Manager you will work hands-on to lead the strategy, delivery, and optimization of our ServiceNow platform as a critical enterprise capability. This role combines technical leadership, agile delivery ownership, and engineering management — leading a team of administrators, engineers, and a Technical Program Manager (TPM). You will drive both execution and strategy while ensuring the platform delivers measurable business value. Success in this role requires a strong foundation in Agile Engineering practices (including Fibonacci estimation), Platform Analytics, financial stewardship, and governance — paired with the engineering management depth to grow a high-performing technical team.

Requirements

7+ years of hands-on ServiceNow experience in an administrative or engineering capacity
3+ years of people management experience leading technical teams
Ability to engage in technical conversations about architecture, integration, and platform design
Track record of developing engineers through promotions, skill growth, and retention
Demonstrated expertise with Platform Analytics, including dashboard development and velocity reporting
Experience with ServiceNow license entitlement management and vendor contract negotiations
Proven ability to communicate platform strategy, functionality, and roadmap to both technical and non-technical audiences
Strong cross-functional collaboration skills with business partners and engineering teams
Strong working knowledge of Agile/Scrum including Fibonacci estimation, sprint planning, and retrospectives
Demonstrated ability to manage performance proactively and document appropriately

Nice To Haves

Hands-on experience with IT Asset Management (ITAM) Hardware Asset Management (HAM) and/or SAM Pro
Demonstrated experience managing and growing software engineers or platform developers — not just managing delivery
Familiarity with Integrated Risk Management (IRM) / GRC module configuration or administration
Experience with Business Continuity Management (BCM) in ServiceNow
Working knowledge of core ITSM modules: Incident Management, Change Management, and Problem Management
Experience configuring or administering multiple ServiceNow modules simultaneously across a shared platform
Exposure to CMDB, Service Mapping, or Event Management in support of ITOM initiatives

Responsibilities

Lead the Team: Directly manage a blended team of FTE and staff augmentation resources, including a TPM, administrators, and engineers. Conduct regular 1:1s, provide coaching and performance feedback, and maintain documentation of development conversations. Hold all team members accountable to delivery commitments, quality standards, and professional conduct regardless of employment type. Identify skill gaps and support growth through training, mentorship, or role adjustment.
Drive Sprint Delivery & Engineering Excellence: Facilitate sprint planning using Fibonacci estimation, run daily standups, and own the sprint board. Track velocity at the team and individual level; use data to surface trends and inform commitments. Manage mid-sprint scope changes, protecting team capacity and communicating impacts to stakeholders. Conduct retrospectives and translate findings into actionable process improvements. Ensure engineering standards for code quality, peer review, testing, and technical documentation. Partner with architects and senior developers to drive technical design decisions and ensure solutions are scalable and maintainable. Own technical debt visibility — prioritize it and advocate for capacity to address it alongside feature delivery. Grow engineers through 1:1s, meaningful feedback, career pathing, and stretch assignments aligned to platform needs. Assess technical skill gaps and drive hiring, development plans, or role alignment to close them.
Stakeholder Engagement & Cross-Team Collaboration: Support the TPM with stakeholders, business partners and engineering teams, translating platform capabilities into business-relevant language. Represent and communicate the platform roadmap to stakeholders at all levels, including leadership, business owners, and technical teams. Partner across business and engineering to align on priorities, surface dependencies, and drive shared outcomes. Articulate platform functionality clearly — what it does, what it enables, and what is coming — so stakeholders can plan and make informed decisions. Manage stakeholder expectations around delivery timelines, scope trade-offs, and platform constraints.
Own Platform Operations: Maintain accountability for platform stability, operational health, and SLO performance. Leverage Platform Analytics to monitor workflow health, incident and request volumes, enhancement pipeline, and agile velocity metrics. Ensure changes follow change management processes and platform governance standards. Partner with engineers on issue resolution and root cause analysis to prevent recurrence.
Manage Entitlements & Vendor Relationships: Own ServiceNow license entitlement management, ensuring alignment between provisioned capabilities and organizational needs. Lead contract negotiations with ServiceNow and associated vendor teams, partnering with procurement and legal as needed. Monitor license utilization and proactively identify optimization or renewal opportunities.
Uphold the Operating Model: Maintain sprint documentation: capacity planning, velocity history, and sprint summaries. Partner with the TPM to keep the backlog healthy, prioritized, and sprint-ready.