Primary Purpose of Role
- The Senior Manager, IT Delivery – ServiceNow Platform & Web Applications is responsible for delivery, governance, and continuous improvement of enterprise ServiceNow solutions while overseeing a portfolio of web applications, and content management technologies that support customer, employee, and business-facing experiences.
- This role is primarily focused on ServiceNow platform leadership, representing approximately 70% of responsibilities, including platform strategy, roadmap execution, governance, development oversight, integrations, operational excellence, and business process transformation initiatives. The remaining 30% focuses on enterprise web applications, digital experience platforms, content management systems, and related technologies that enable effective digital engagement and information delivery.
- The position ensures technology solutions are delivered effectively, aligned with business objectives, and compliant with enterprise architecture, security, and governance standards.
- The Senior Manager is accountable for delivery outcomes, platform performance, technical quality, stakeholder engagement, team development, and continuous improvement across ServiceNow and web application capabilities.
Key Responsibilities
- ServiceNow Platform Leadership - Platform Strategy & Delivery
- Own the ServiceNow platform delivery strategy, roadmap execution, and governance model.
- Lead end-to-end delivery of ServiceNow initiatives across ITSM, ITOM, HRSD, SPM, CMDB, CSM, Asset Management, and other enterprise capabilities.
- Partner with IT Product Owners to develop and execute product roadmaps, evaluate solution options, refine requirements, and prioritize product backlogs in alignment with business objectives and technology strategy.
- Lead delivery teams in executing roadmap initiatives and platform enhancements while ensuring alignment to enterprise architecture and operational standards.
- Accountable for the successful delivery of platform capabilities and strategic initiatives, ensuring commitments are met for scope, quality, schedule, budget, and business value.
- Drive adoption of ServiceNow capabilities to improve business processes, workflow automation, and operational efficiency.
- Platform Governance & Technical Leadership
- Provide leadership for ServiceNow architecture, development, administration, integrations, and platform operations.
- Establish platform standards, development practices, governance processes, and operational procedures.
- Oversee platform upgrades, releases, performance optimization, technical debt reduction, and lifecycle management.
- Ensure platform scalability, reliability, security, compliance, and maintainability.
- Collaborate with Enterprise Architecture, Infrastructure, Security, and Data teams to ensure alignment with enterprise standards.
- Delivery Management & Operational Excellence
- Lead Agile delivery teams responsible for platform enhancements, implementations, support, and continuous improvement initiatives.
- Manage platform demand intake, prioritization, release planning, and resource allocation.
- Monitor delivery performance, risks, dependencies, budgets, and resource utilization.
- Ensure adherence to SDLC, Agile, change management, release management, cybersecurity, SOX, and governance requirements.
- Drive continuous improvement initiatives focused on delivery effectiveness, platform stability, automation, and operational excellence.
- Web Applications & Digital Platform Leadership (30%)
- Lead the delivery, enhancement, and support of enterprise web applications, digital experience platforms, content management systems, intranet solutions, and customer-facing digital properties.
- Provide oversight for technologies such as Sitefinity, Adobe Experience Manager (AEM), Optimizely, Sitecore, SharePoint, Drupal, WordPress Enterprise, and similar enterprise web and content management platforms.
- Collaborate with IT Product Owners to develop and execute product roadmaps, evaluate solution options, refine requirements, and prioritize product backlogs in alignment with business objectives and technology strategy.
- Lead delivery teams in the execution of roadmap initiatives, ensuring secure, scalable, accessible, and high-quality solutions are delivered on time and aligned with enterprise standards.
- Accountable for the successful delivery of product enhancements, platform capabilities, and strategic initiatives, including planning, execution, risk management, stakeholder communication, and realization of expected business outcomes.
- Guide technical teams through application design, integration development, testing, deployment, and support activities.
- Promote modern software engineering practices, automation, performance optimization, and continuous improvement across web platforms.
- Team Leadership & Talent Development
- Directly manage ServiceNow developers, administrators, digital application development resources, and third-party partner/vendor resources supporting platform and application delivery.
- Establish team goals, performance objectives, and development plans aligned with organizational priorities.
- Conduct performance reviews, coaching sessions, career development discussions, and succession planning activities.
- Build a high-performing team culture focused on accountability, collaboration, innovation, and continuous learning.
- Manage team capacity, workforce planning, staffing strategies, and vendor resources to support delivery commitments.
- Stakeholder Management
- Serve as a trusted technology partner to IT Product Owners, business leaders, and functional stakeholders.
- Communicate roadmap priorities, delivery status, risks, dependencies, and technical recommendations to leadership.
- Facilitate alignment across product, business, technology, architecture, security, and vendor teams.
- Drive stakeholder engagement and ensure expectations are effectively managed throughout the delivery lifecycle.
- Quality, Governance & Compliance
- Ensure compliance with SDLC, Agile, cybersecurity, SOX, audit, and governance requirements.
- Establish quality standards and oversee testing, release readiness, defect management, and production support processes.
- Monitor platform and application performance metrics and drive corrective actions when necessary.
- Ensure documentation, knowledge transfer, and operational readiness are consistently maintained
Key Performance Measures
- ServiceNow Platform Success
- Platform reliability, availability, adoption, and operational performance.
- Delivery of roadmap initiatives within scope, budget, and timelines.
- Successful execution of releases, upgrades, and enhancement programs.
- Increased automation, efficiency, and business process optimization.
- Web Application Success
- Availability, stability, and performance of web and digital platforms.
- Successful delivery of modernization and enhancement initiatives.
- User satisfaction and adoption of digital capabilities.
- Delivery Excellence
- On-time and on-budget delivery of initiatives.
- Achievement of scope, quality, and business outcomes.
- Effective risk, issue, and dependency management.
- Team & Vendor Leadership
- Team engagement, retention, capability development, and performance outcomes.
- Effective management of third-party partner/vendor delivery performance.
- Workforce planning and resource optimization.
- Business Outcomes
- Stakeholder satisfaction and business value realization.
- Improved operational efficiency and digital adoption.
- Delivery of strategic roadmap objectives.
Competencies and Behaviors
- The Highest Standards in Everything We Do
- Takes responsibility to deliver and can be counted on to deliver results in the right way
- Drive a Positive Customer Experience
- Practices active listening to understand stakeholder needs
- Gains the trust of others through active engagement
- Improve the Way the World Works:
- Learn and adapts quickly when facing new problems
- Seeking out the opportunity to work on unfamiliar things and innovate
- Teamwork
- Participates in matrix teams to achieve work outcomes
- Steps up to either lead or participate in matrix teams to achieve work outcomes
Experience & Qualifications
Education
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field, or equivalent experience.
Required
- 8+ years of experience in IT, enterprise platform delivery, or application development.
- 5+ years of experience leading technical delivery teams and vendor-supported delivery models.
- Extensive experience managing ServiceNow platform development, administration, governance, integrations, and implementation programs.
- Experience partnering with IT Product Owners in a product-based delivery model.
- Experience managing enterprise web applications, CMS/DXP platforms, and digital solutions.
- Strong understanding of Agile, Scrum, SDLC, DevOps, release management, and governance frameworks.
- Experience managing multiple concurrent initiatives in a matrixed environment.
- Strong leadership, communication, stakeholder management, and problem-solving skills.
Preferred
- Experience with ServiceNow modules including ITSM, ITOM, HRSD, SPM, CSM, CMDB, and Asset Management.
- ServiceNow certifications (CSA, CAD, CIS, or equivalent).
- Experience with CMS/DXP platforms such as Sitefinity etc.,
- Experience leading globally distributed teams and third-party delivery partners.
- Experience supporting digital transformation and workflow automation initiatives.
Scope Factors
- Lead ServiceNow and web application teams, including internal staff and third-party partners.
- Oversee enterprise web applications.
- Establish delivery governance, standards, and best practices across all platforms.
- Manage vendor relationships, resource planning, and delivery performance.
- Support enterprise modernization, automation, and digital transformation initiatives.
- Ensure compliance with enterprise security, audit, and governance requirements.
Travel Expectations
- Up to 25% travel, domestic and international.
- Ability to support global teams across multiple time zones.
