Senior Manager, Product Lead - ServiceNow

Overview

The Senior Manager, Platform Product Lead is responsible for the day-to-day ownership, execution, and delivery of the Service Now platform, with a focus on Now Assist and GenAI-enabled capabilities. This role reports into the Associate Director, Senior Platform Lead to translate platform strategy into clear roadmaps, prioritized backlogs, and delivered outcomes, ensuring value realization across IT and business stakeholders. The ideal candidate works with technical teams, business partners, and vendors, with clarity, prioritization, and follow-through as critical success factors.

Specifically, own and maintain the Service Now Development Roadmap and day-to-day development, ensuring alignment with enterprise priorities; translate platform strategy into well-defined epics, user stories, and acceptance criteria; balance demand across IT, business, and operational stakeholders while maintaining platform integrity. Orchestrate solutions across ITSM, platform engineering, security, and business teams to ensure smooth delivery and governance of services and projects.

The Senior Manager role will drive operational and program delivery support across technology initiatives and solutions within their platform area. The position will oversee and contribute to the technical execution of the roadmap and maintain and enhance existing production solutions in their platform domain.

Educational Requirements: Minimum of a Bachelor’s degree; preferably a degree in Computer Science, Engineering, or adjacent fields. An advanced degree in sciences, business administration, or pharmaceuticals is optimal.

Minimum requirements and competencies are aligned with the following qualifications and experience.