Senior Manager, Global ServiceNow Platform - Hybrid (Dallas/Houston, TX)

Company Description

Work with Us. Change the World.

At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations.

There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.

We're one global team driven by our common purpose to deliver a better world. Join us.

Job Description

AECOM Information Technology is seeking a Senior Manager to lead our global ServiceNow platform, supporting HRSD, CSM, ITSM, ITAM, ITOM, SPM, CMBD, Knowledge, and Employee/Service Portals. This person will report to the enterprise technology leader with overall accountability across ServiceNow, Safety, and GRC systems. This role is accountable for platform governance, roadmap ownership, cross-functional prioritization, and ensuring the delivery of high-quality solutions aligned with enterprise strategy. The Senior Manager will lead a high-performing team, drive operational excellence, and partner with business and technical stakeholders across a global, matrixed organization.

This position offers some flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based in either Houston or Dallas, TX.

Key Responsibilities:

Governance, Roadmap & Strategic Execution: Own the governance process, define standards, and manage the ServiceNow roadmap to align initiatives with enterprise strategy. Partner with stakeholders to prioritize and execute projects, ensuring operational excellence and adoption.

Global ServiceNow Leadership: Lead and manage a team supporting all ServiceNow modules. Provide oversight for operational support, platform enhancements, and delivery of strategic initiatives.

Strategic Partnership & Influence: Partner with application business owners and stakeholders across HR, Finance, IT, and Operations to align platform strategy with business objectives, recommend improvements, and ensure enterprise adoption.

Program & Project Management: Lead global ServiceNow projects, enhancements, and integrations. Manage dependencies, risks, timelines, and resources to ensure successful delivery.

AI & Automation Initiatives: Drive process automation and AI-enabled initiatives leveraging ServiceNow capabilities to improve efficiency, user experience, and enterprise outcomes.

Metrics & Reporting: Define and monitor SLAs, KPIs, and platform performance metrics. Provide insights and executive-level reporting to drive informed decision-making.

Operational Excellence & Process Improvement:  Drive continuous improvement, monitor performance metrics, and ensure platform stability and efficiency. Establish best practices for development, testing, deployment, and service management.

Team Development & Leadership: Manage and develop a high-performing team, setting clear objectives, fostering accountability, and mentoring staff to build capabilities and scale platform impact globally.

Qualifications

Minimum Requirements:

• BA/BS plus at least 10 years of relevant experience including managing ServiceNow platforms in a complex, global enterprise environment, or demonstrated equivalency of experience and/or education
• At least 2 years of leadership experience
• Proven experience leading cross-functional teams and managing large-scale projects and platform operations.
• Strong knowledge of ServiceNow (eg; ITSM, HRSD, CSM, ITOM, ITAM, SPM, CMDB, Knowledge Management, and ServiceNow Employee Center)
• Experience with AI, automation, and workflow optimization initiatives.
• Excellent communication and collaboration skills, with the ability to influence business and IT leaders.
• Demonstrated ability to drive operational excellence and adoption across enterprise platforms.
• Due to the nature of this position US Citizenship is required.

Preferred Qualifications:

• Prior experience with Workday a plus
• Experience with multiple ServiceNow modules strongly preferred.
• Prior experience