Senior Manager, Product Lead - ServiceNow

The Senior Manager role will drive the operational and program delivery support across technology initiatives and solutions within their platform area. The position will be responsible for overseeing and contributing to the technical execution of the roadmap as well as maintaining and enhancing the existing productions solution in their platform domain. 

Core Responsibilities include but not limited to the following: 

Platform & Product Ownership

• Own and maintain the ServiceNow Development Roadmap and day to day development, ensuring alignment with enterprise priorities

• Translate platform strategy into well‑defined epics, user stories, and acceptance criteria

• Balance demand across IT, business, and operational stakeholders while maintaining platform integrity

Delivery, Execution, and Production Support

• Lead day‑to‑day execution of platform initiatives, including intake, prioritization, UAT coordination, and release readiness

• Facilitate working meetings, triage sessions, and backlog grooming with technical and functional teams

• Track progress, risks, dependencies, and decisions, escalating as needed

Stakeholder & Vendor Coordination

• Orchestrate solutions across ITSM, platform engineering, security, and business teams to ensure smooth delivery of services and projects

• Prepare and deliver clear status updates, readouts, and materials for leadership consumption

Enablement & Adoption

• Partner with platform leadership to refine messaging, demos, and usage guidance for IT and business users

• Help measure and communicate platform value and outcomes

Governance & Quality

• Ensure platform enhancements and changes align with enterprise standards, architectural direction, good documentation practices, and governance processes

• Contribute to continuous improvement of platform operating models, intake processes, and delivery practices

Required Qualifications

• 7+ years of experience in platform product ownership, solution ownership, or enterprise systems delivery

• Strong hands‑on experience with ServiceNow (ITSM, platform workflows, or adjacent modules)

• Proven ability to manage complex backlogs and cross‑functional delivery

• Experience working with vendors and system integrators

• Excellent communication skills, with the ability to simplify complex topics for varied audiences

Preferred Qualifications

• Experience with ServiceNow NowAssist or GenAI‑enabled platforms or automation tools

• Prior work in large‑scale enterprise IT environments

• Familiarity with ITIL‑aligned service management concepts