Sr Manager, ServiceNow
About The Position
The Sr Manager, ServiceNow will be a key part of the Corporate Information Technology team, working remotely. This role is responsible for strategically aligning ServiceNow initiatives with business objectives, ensuring adherence to industry best practices, and maintaining a balanced approach between standard platform capabilities and necessary customizations. The leader will champion the evolution of ServiceNow as an enterprise platform, driving continuous improvement and scalability across the organization to maximize value and minimize technical debt. The company, Stanley Black & Decker, is a global leader with approximately 43,500 professionals, known for iconic brands like DEWALT, BLACK+DECKER, CRAFTSMAN, STANLEY, CUB CADET, and HUSTLER. They are the world's largest tool company, committed to innovation, Industry 4.0 initiatives, and delivering greater quality, environmental, and social value.
Requirements
- Undergraduate degree in Computer Science, Information Technology, or a related field
- 7+ years of experience with ServiceNow platform administration, development, and architecture
- At least 3 years in a leadership or managerial role overseeing enterprise platforms
- 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
- Strong understanding of ITIL processes and best practices
- ServiceNow Certified System Administrator (CSA) required
Nice To Haves
- Graduate degree
- ITIL certification
- ServiceNow Certified Implementation Specialist (CIS) or other advanced certifications
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
- Competitive salary
- Medical
- Dental
- Life insurance
- Vision insurance
- Disability insurance
- 401(k)
- Employee Stock Purchase Plan
- Paid time off
- Paid vacation
- Paid holidays
- Personal days
- Tuition reimbursement
- Wellness program
- Discounts on Stanley Black & Decker tools and other partner programs
- Discount programs for many other vendors and partners
- Career opportunity/paths within a global company with 20+ brands
- Access to a wealth of learning resources, including digital learning portal, Lean Academy and online university (certificates and specializations from renowned colleges and universities)
- Diverse & Inclusive Culture
- Purpose-Driven Company (volunteerism, giving back, and sustainable business practices)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Number of Employees
5,001-10,000 employees
