ServiceNow Platform Release Senior Manager

At Wells Fargo, we are looking for talented people who will put our customers at the center of everything we do. Help us build a better Wells Fargo. It all begins with outstanding talent. It all begins with you.

About this role:

Wells Fargo is seeking a ServiceNow Platform Release Senior Manager is responsible for leading a dedicated team of release coordinators who oversee and govern all changes to the ServiceNow platform. Acting as the principal steward for change management, this role ensures that updates and releases are conducted with rigor, compliance, and thoughtful risk mitigation, thus safeguarding seamless business operations across the organization.  This manager acts as the primary liaison for ServiceNow releases, collaborating with dozens of product leads and engineering teams to promote transparency and elevate the standard of change management.

In this role, you will:

• Direct and manage the full lifecycle of change and release management on the ServiceNow platform, from initial planning and risk assessment to approval, and post-implementation review, spanning complex modules and numerous engineering teams.

• Develop and deliver training or documentation to ensure all teams understand change management policies and platform governance standards.

• Facilitate effective communication among stakeholders, including Product, Engineering and Platform teams ensuring alignment and timely resolution of issues.

• Plan, schedule, and coordinate highly complex platform upgrades involving multiple teams and tenants.

• Resolve dependencies and conflicts using established escalation pathways to maintain uninterrupted business operations.

• Develop, document, and continuously improve change management procedures and best practices.  Identify opportunities to automate aspects of the release process, such as automated testing or deployment pipelines, to improve efficiency and reliability.

• Ensuring all release and change management processes meet regulatory SDLC and ECM requirements. 

• Conduct risk assessments for large scale/high risk changes and recommend mitigation strategies for complex or high-impact initiatives.

• Maintain the platform release calendar, communicate enterprise freeze periods, review exception requests, and ensure all teams are informed of scheduled changes.

• Oversee the permit-to-deploy process by reviewing and making decisions on change requests submitted by platform teams.

• Prepare and distribute clear change notifications, status updates, and post-change reports to relevant stakeholders.

• Analyze process metrics to identify opportunities for improvement and foster best practices across the ServiceNow environment. 

• Establish mechanisms to gather feedback from end users and stakeholder using that data to enhance future release processes.

• Collaborate with incident management, platform support and platform engineering teams to connect incidents to root causes, driving continuous improvement.

Required Qualifications:

• 6+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 5+ years of release management experience

• 3+ years of management or leadership experience

Desired Qualifications:

• Ability to be a people leader + ‘player coach’ who leads people and rolls up their sleeves to guide optimal release planning

• Ability to understand the architecture and impacts of work across multiple platforms

• Ability to articulate potential release collision points and critical dependencies across multiple product areas (or products)

• Ability to see the full system of a product, and help others see the same

• Experience making timely and fact-based recommendations while working in a fast-paced and results driven environment

• Facilitation skills – particularly within a software development environment leveraging understanding of architecture and platform constructs

• Ability to work effectively in a team environment and across all organizational levels, where flexibility, collaboration, and adaptability are important

• Excellent verbal, written, and interpersonal communication skills