ServiceNow Technical Lead Manager
Industry: IT consulting & services
Reports to: CTO
Direct reports: 10–15 ServiceNow Developers
Location / Work model: Remote [US time-zone]
About the Role
We're hiring a ServiceNow Technical Lead Manager to lead and grow our ServiceNow delivery team. This is a balanced role: you'll spend most of your time leading people and delivery — managing developers, analyzing incoming projects, and allocating the right resources — while staying hands-on enough to review designs, validate technical approaches, and unblock the team on complex problems.
You combine strong leadership and communication with broad ServiceNow platform depth. Communication is a priority: you'll translate client expectations into clear delivery plans and keep stakeholders aligned throughout.
What You'll Do
- Lead the team – Mentor, coach, and manage a team of ServiceNow developers; run performance reviews, build development plans, and own utilization, capacity, and retention.
- Analyze & allocate – Assess project requirements and complexity, understand client expectations, and match the right people and skillsets to each engagement across multiple concurrent projects.
- Oversee delivery – Provide leadership across implementation, enhancement, and support work; review solution designs, enforce ServiceNow best practices and governance, and act as the escalation point for tough technical and delivery challenges.
- Stay hands-on – Guide solution design, validate technical approaches, support estimation and risk assessment, and step in on complex problems when needed.
- Manage stakeholders – Act as a trusted advisor to clients; lead requirements and solution discussions and communicate status, risks, and recommendations clearly.
- Grow the practice – Run technical interviews and candidate evaluations, define hiring standards, and drive knowledge sharing, reusable assets, and technical standards.
What You'll Bring
- Minimum 5 years of ServiceNow experience, including leading and managing ServiceNow development teams.
- Proven track record overseeing multiple projects with strong resource planning and project-staffing judgment.
- Broad understanding of ServiceNow as a platform, with hands-on experience across multiple modules — strong in ITSM and ITOM, plus one or more of ITAM, IRM/GRC, CSM, HRSD, SecOps, SPM, or custom app development.
- Solid working knowledge of platform architecture & administration, Flow Designer, IntegrationHub, Service Catalog, CMDB, Discovery, scripting/automation, Update Sets & deployment, and platform security.
- Excellent problem-solving, analytical, and decision-making skills.
- Excellent verbal and written communication and strong client-facing/stakeholder management.
- Experience conducting technical interviews and evaluating candidates.
- Certifications: CSA required; CAD and one or more CIS certifications preferred.
How Success Is Measured
Team utilization and allocation effectiveness · project delivery and client satisfaction · team retention and engagement · quality of solutions delivered · on-time delivery · hiring effectiveness and team growth · reduced delivery risks and escalations.
