Sr Manager, ServiceNow

Stanley Black & Decker • Towson, MD

19h • Remote

About The Position

As a Sr Manager, ServiceNow, you’ll be part of the Corporate Information Technology team working as a Remote employee. The new ServiceNow Leader will be responsible for driving the strategic alignment of ServiceNow initiatives with business objectives, enforcing industry best practices, and ensuring a disciplined approach to balancing standard platform capabilities with necessary customizations. This role will champion the maturity of ServiceNow as an enterprise platform, fostering continuous improvement and scalability across the organization while maximizing value and minimizing technical debt.

Requirements

• Proven experience leading ServiceNow projects and teams, with a strong track record of successful platform implementations and upgrades.
• Deep knowledge of IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and related ServiceNow modules (IRM, TPRM, HRSD).
• Experience with platform governance, including enforcing standards, managing customizations, and minimizing technical debt.
• Excellent project management, problem-solving, and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to work effectively with cross-functional teams and executive stakeholders.
• Demonstrated ability to drive change, foster collaboration, and lead teams in a dynamic, fast-paced environment.
• Undergraduate degree in Computer Science, Information Technology, or a related field; Graduate degree preferred.
• 7+ years of experience with ServiceNow platform administration, development, and architecture, including at least 3 years in a leadership or managerial role overseeing enterprise platforms.
• Strong understanding of ITIL processes and best practices; ITIL certification preferred.
• ServiceNow Certified System Administrator (CSA) required

Nice To Haves

• ServiceNow Certified Implementation Specialist (CIS) or other advanced certifications preferred.

Responsibilities

• Drive the strategic vision, planning, and continuous improvement of ServiceNow as an enterprise platform, aligning with organizational objectives and IT roadmaps.
• Establish and enforce governance frameworks to ensure ServiceNow implementations adhere to industry best practices, regulatory requirements, and compliance standards.
• Assess business requirements to determine appropriate use of standard (out-of-the-box) versus custom solutions, minimizing technical debt and optimizing platform value.
• Lead, mentor, and develop ServiceNow team members, fostering a culture of innovation and continuous learning.
• Collaborate with business and IT stakeholders to translate requirements into actionable technical solutions and ensure successful project delivery.
• Manage the end-to-end lifecycle of ServiceNow projects, including conception, deployment, and ongoing support.
• Develop and maintain comprehensive documentation for platform configurations, workflows, and processes.
• Monitor system performance, troubleshoot issues, and implement enhancements to maximize platform functionality and reliability.
• Ensure seamless integration of ServiceNow with other enterprise systems and tools.
• Lead the evaluation, integration, and continuous enhancement of GenAI capabilities within ServiceNow to improve employee and back office experiences.
• Collaborate with our Data & Analytics AI team to design, implement, and optimize AI-driven workflows, automation, predictive analytics, and natural language interfaces.
• Champion the adoption of GenAI solutions by identifying opportunities, piloting innovation features, and coordinating organizational change management to maximize value.
• Stay current with ServiceNow advancements, GenAI, and industry trends, incorporating relevant updates into platform strategy.
• Prepare and present regular reports on platform usage, performance, and improvement opportunities to executive leadership.

Benefits

• Medical, dental, life, vision, disability, 401(k), Employee Stock Purchase Plan, paid time off, and tuition reimbursement in addition to programs & benefits in support of your well-being.
• Discounts on Stanley Black & Decker tools and other partner programs.
• Competitive salary
• Comprehensive benefits plan
• Wellness program
• Retirement benefits
• Paid vacation, holidays & personal days
• Discounts on Stanley Black & Decker tools and products and well as discount programs for many other vendors and partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager