Position Overview

This role can be based in Denver, CO following our flexible work policy (3 days in-office, 2 days flexible). Or remote, US.

The Manager, ServiceNow Platform Owner is accountable for day-to-day platform prioritization, roadmap coordination, governance, readiness, supportability, and practical business value tracking for the ServiceNow platform. Reporting to the Platform Director, this role translates platform strategy into practical priorities, coordinates intake and delivery readiness, and ensures stakeholder commitments are visible, sequenced, and supportable.

The role may be consulted on adoption planning and adoption impacts but is not accountable for platform adoption. This position directly manages a ServiceNow Architect and ServiceNow Product Owner and works in close partnership with development, architecture, operations, security, SPM, PMO, finance, procurement, vendors, and business stakeholders; however, it does not directly oversee or manage the development team.

Essential Job Functions

Platform Governance & Standards

• Define practical standards for ServiceNow intake, prioritization, roadmap management, architecture review, release readiness, documentation, supportability, adoption input, and value tracking.

• Run ServiceNow governance routines and keep decisions, tradeoffs, risks, dependencies, and escalations visible and traceable for the Platform Director and stakeholders.

• Continue maturing ServiceNow governance so it can act as a reusable standard for other enterprise platforms.

• Ensure ServiceNow functional boards are operational, decision-oriented, and supported by companion product owners who represent functional priorities.

• Reduce shadow work, unclear ownership, duplicate configuration, unmanaged customization, and unapproved commitments through clear ServiceNow guardrails.

Roadmap, Intake & Prioritization

• Maintain the ServiceNow roadmap, informed by business priorities, platform strategy, technical considerations, dependencies, risks, releases, and decisions.

• Ensure work enters through approved intake and is ready enough to sequence responsibly.

• Own ServiceNow platform content and communications channels, including the SharePoint site/web page, release notes, and bi-weekly platform updates; stakeholder and program updates remain PMO-owned.

• Manage ServiceNow platform prioritization and coordinate funding assumptions, delivery capacity inputs, architecture decisions, and risk tradeoffs with the Platform Director and partner teams.

Team Leadership

• Lead, coach, and develop the ServiceNow Architect and ServiceNow Product Owner, ensuring clear ownership for technical direction, product priorities, roadmap execution, stakeholder engagement, and platform outcomes.

• Set expectations for ServiceNow ownership, technical decision discipline, product management, communication, stakeholder management, governance participation, and measurable outcomes.

• Support hiring, role clarity, performance feedback, development planning, workload balance, and succession planning.

• Build an accountable ServiceNow team culture that balances speed, quality, platform health, business value, and sustainable operations.

Delivery Readiness & Risk Management

• Coordinate with development to ensure ServiceNow delivery commitments align to approved decisions, capacity inputs, architecture readiness, release timing, and support readiness.

• Set minimum readiness expectations for testing, documentation, support handoff, rollback planning, post-release ownership, and adoption-related inputs needed by business or change owners.

• Escalate risks affecting ServiceNow platform health, stakeholder commitments, budget, staffing, compliance, or enterprise outcomes.

• Serve as a consulted partner on ServiceNow platform health, technical debt, integration sprawl, customization risk, support complexity, data quality, and value realization where development or execution ownership sits with other teams.

Vendor, Metrics & Escalation Ownership

• Own large program statements of work with vendors, ensuring scope, deliverables, assumptions, dependencies, handoffs, and acceptance criteria are documented and aligned to ServiceNow platform priorities.

• Use metrics, usage insights, incident trends, backlog health, vendor performance inputs, and stakeholder feedback to inform prioritization recommendations, SOW adjustments, and resourcing discussions.

• Set day-to-day ServiceNow governance expectations, require decision traceability, return work that is not ready, manage platform prioritization within agreed guardrails, own large program vendor SOWs, and escalate priorities, risks, funding needs, staffing needs, or exceptions to the Platform Director.

Duties

• Partner with the Platform Director to translate ServiceNow strategy into an actionable platform roadmap.

• Coordinate intake, prioritization, governance, and readiness routines across ServiceNow stakeholders.

• Maintain clear visibility into platform commitments, tradeoffs, risks, dependencies, and decisions.

• Partner with architecture, development, security, operations, finance, procurement, PMO, and business stakeholders to sequence work responsibly.

• Ensure ServiceNow communications, release notes, bi-weekly platform updates, and platform content are clear, current, and aligned to approved decisions.

• Lead the ServiceNow Architect and ServiceNow Product Owner through clear expectations, coaching, prioritization discipline, and role clarity.

• Support ServiceNow functional boards and companion product owners in representing business priorities and decision needs.

• Guide vendor SOW development and alignment to platform priorities, delivery assumptions, dependencies, and acceptance criteria.

• Monitor platform health indicators, backlog health, incident trends, stakeholder feedback, and adoption-related inputs to inform prioritization recommendations.

• Escalate risks, issues, resourcing needs, funding implications, or exceptions that impact ServiceNow platform outcomes.

Job Requirements

• 6+ years of experience in enterprise systems, platform management, ServiceNow, enterprise service management, product management, technology delivery, or program coordination.

• Experience supporting or managing ServiceNow or enterprise platform operating models, governance routines, roadmaps, intake models, decision tracking, and prioritization processes.

• Experience leading technical and product-aligned roles, coaching team members, managing performance, and clarifying ownership in a matrixed environment.

• Strong stakeholder communication skills, with the ability to translate platform, delivery, and risk topics into clear updates, options, and recommendations.

• Experience working collaboratively with platform directors, architecture, development, security, operations, finance, procurement, PMO, business stakeholders, and vendors without assuming direct ownership of partner teams.

• Hands-on or leadership experience with ServiceNow modules, platform governance, integrations, automation, reporting, data quality, and release management preferred.

• Experience in global, infrastructure, operations, data center, construction, or high-growth environments preferred.

• Experience creating ServiceNow governance forums, role clarity artifacts, decision matrices, staffing plans, dashboards, or executive-ready materials preferred.

• Ability to manage ServiceNow with practical judgment, an enterprise mindset, and a bias toward clarity and follow-through.

• Ability to build trust through concise communication, transparent tradeoffs, and consistent follow-through.

• Ability to coach and hold teams accountable without creating unnecessary process burden.

• Ability to create a ServiceNow team culture that values ownership, collaboration, responsible escalation, continuous improvement, platform health, and measurable outcomes.

• Travel requirements: 20% Or could increase as business needs.