Solutions & Service Manager

Job Description

The purpose of this position is to lead the design, development, and implementation of enterprise service management solutions using the Service Now platform primarily and other platforms supported by County IT. This includes managing digital workflows, IT Asset Management (ITAM), IT Service Management (ITSM), and AI‑driven automation to improve County service delivery. The position provides strategic direction, supervises development staff, and ensures alignment with County goals, governance policies, and industry best practices.

This class works independently, under general supervision, and reports major initiatives and platform performance through strategic planning sessions and executive updates.

• Leads the Service Now development lifecycle from requirements gathering to solution delivery across modules such as Incident, Change, Problem, Request, Asset, CMDB, and Virtual Agent.
• Supervises Service Now developers and other technical staff; mentors team members and ensures ongoing training and performance excellence.
• Collaborates with County departments to gather service needs, prioritize solutions, and align platform use with business objectives.
• Manages vendor relationships, platform licensing, contracts, and support arrangements. Defines service metrics, SLAs, and KPIs, and creates dashboards and reports using Power BI and Service Now Performance Analytics.
• Oversees Service Now platform governance, ensuring compliance with County standards, ITIL practices, cybersecurity policies, and data management rules.
• Guides continuous improvement and digital transformation efforts using automation, AI, and self‑service technologies.
• Coordinates with enterprise support teams (Service Desk, Infrastructure, Applications) to ensure integrated service delivery.
• Stays current with Service Now releases, public sector trends, and regulatory requirements that may impact platform capabilities or services.

• Comprehensive understanding of the Service Now platform, including ITSM, ITAM, ITOM, CMDB, and related development frameworks.
• Strong knowledge of ITIL‑based service management principles and enterprise support processes.
• Working knowledge of enterprise IT infrastructure, software licensing, and asset lifecycle management.
• Familiarity with AI/ML features in Service Now such as virtual agents, predictive intelligence, and workflow automation.
• Understanding of cybersecurity, data governance, and compliance as they apply to public sector IT environments. Proficient in Service Now administration, configuration, scripting (JavaScript), and integration via Flow Designer and Integration Hub.
• Skilled in leading platform development teams using Agile or hybrid project methodologies.
• Strong data reporting and dashboard design skills using tools such as Power BI and Service Now Performance Analytics.
• Excellent written and verbal communication skills; capable of translating technical concepts for non‑technical audiences.
• Skilled in vendor relationship management and platform contract oversight. Ability to supervise, mentor, and evaluate technical team members in a hybrid work environment.
• Ability to design scalable digital workflows and service automation strategies that align with County goals.
• Ability to lead cross‑functional platform initiatives, balancing security, performance, and user experience; manage competing priorities, respond to emergencies, and adapt to changing technologies or regulations.
• Ability to build consensus and drive adoption of enterprise solutions across diverse stakeholder groups.
• Ability to provide training and technical coaching.
• PMP.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal‑opportunity/affirmative‑action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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