Sr. Manager, IT Service Management & ServiceNow

Polaris•Tempe, AZ

6d•Hybrid

About The Position

The Senior Manager for IT Service Management & ServiceNow provides organization-wide leadership for global Service Desk operations and serves as product owner for the ServiceNow platform. The role is accountable for IT service management performance, ServiceNow strategy and governance, CMDB and CSDM maturity, major incident management, and service-management quality commitments across a global organization of approximately 22 team members, including seven direct reports. The position sets strategic direction for a multi-year transformation focused on intelligent self-service, automation, AI-enabled support, service quality, and measurable platform value, partnering across business and technology teams. It combines run-state accountability with the opportunity to shape how global employees access IT support and how the organization prioritizes future ServiceNow and AI investments. The role will be remote until Spring 2027. After that, the expected schedule is three days per week in the Tempe, Arizona office and two days remote. Occasional after-hours support and travel are required for critical events and business needs. Former employees must be eligible for rehire, and current employees must be in good standing.

Requirements

Bachelor's degree in IT, Business, or a related field; equivalent experience is considered.
10+ years of progressive experience in Service Desk leadership, IT service management, infrastructure operations, enterprise applications, or related technology services.
5+ years leading people, service providers, or global support operations, including staffing, coaching, performance, escalation, and workforce planning.
Experience serving as a product, platform, or process owner for ServiceNow or another enterprise service-management platform, including defining strategy and prioritizing a roadmap and backlog.
Experience with CMDB governance, configuration management, service ownership models, and CSDM principles in a complex enterprise environment.
Strong knowledge of incident, request, knowledge, major incident, problem, change, service catalog, asset-management, and continual-improvement practices.
Working knowledge of ServiceNow governance, ITSM, ITOM, CMDB/CSDM, Discovery, Service Mapping, analytics, integrations, release management, Virtual Agent, automation, and AI-enabled support.
Experience using metrics to improve service levels, first-contact resolution, backlog health, customer satisfaction, self-service, automation, service quality, and platform value.
Experience managing vendors, service levels, risks, budgets, executive communications, organizational change, training, adoption, and value realization.
Occasional after-hours support and travel for critical events and business needs are required.
Former employees must be eligible for rehire; current employees must be in good standing.

Nice To Haves

ServiceNow, ITIL, Agile, Scrum Product Owner, or another relevant IT service management or product-management certification.
Experience connecting ServiceNow with Microsoft Copilot Studio, Microsoft 365 Copilot, Now Assist, Genesys Cloud, Power BI, or comparable tools.

Responsibilities

Lead global Service Desk and IT service management performance through supervisors and regional partners, ensuring consistent service, escalation coverage, workforce effectiveness, and customer outcomes.
Own the ServiceNow product vision, roadmap, prioritized backlog, lifecycle, requirements, acceptance criteria, adoption, and value realization across the enterprise.
Direct ServiceNow platform governance by aligning product owners, process owners, administrators, developers, architects, security, infrastructure, application teams, and strategic partners on priorities, decisions, and accountability.
Establish and advance enterprise CMDB and CSDM governance, data and relationship standards, service and application ownership, configuration management, and support accountability models.
Lead a multi-year AI-enabled Service Desk transformation, including intelligent self-service, Virtual Agent or chatbot capabilities, knowledge retrieval and creation, automated request intake, ticket routing, predictive insights, and workflow automation.
Evaluate automation opportunities and platform investments based on business impact, service-volume reduction, employee experience, productivity, cost, risk, and future staffing needs.
Own and continuously improve incident, major incident, problem, request, knowledge, service catalog, change, asset-management, and continual-improvement practices supporting the IT Quality Operating System.
Partner with shop-floor leaders, business product leaders, and technology owners to govern Tier 1 applications, strengthen uptime reporting, confirm ownership and 24x7 support, and establish effective L1, L2, and L3 escalation paths.
Establish, monitor, and communicate performance measures, including SLA attainment, first-contact resolution, backlog health, customer satisfaction, service availability, knowledge utilization, automation adoption, CMDB health, and platform value realization.
Protect platform health and enterprise controls through architecture standards, release planning, technical-debt management, security, auditability, and SOX compliance.
Manage strategic vendors, contractual service levels, platform capacity and investments, delivery quality, operating procedures, governance artifacts, training, communications, and adoption activities.

Benefits

Competitive compensation, including a market-leading profit-sharing plan.
Company contributions to an Employee Stock Ownership Plan and discounted employee stock purchases.
401(k) matching contribution.
Financial wellness education and consultation.
Health insurance.
Dental insurance.
Vision insurance.
Wellness programs.
Paid time off.
Gym and personal training reimbursement.
Life insurance and disability offerings.
Paid volunteer time off through Polaris Gives.