Group Technology Manager – Service Intelligence and ServiceNow Platform Delivery

Overview

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Regular or Temporary: Regular

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

Please review the following job description: The Group Technology Manager for Service Intelligence and Service Now Platform Delivery serves as the enterprise control point for service-aware decisioning, platform integrity, and scalable innovation. This strategic, hands-on leader is responsible for overseeing the end-to-end demand management process, technical architecture stewardship, and risk ownership for the Service Now platform. Acting as both gatekeeper and strategist, this role anchors the organization’s approach to service-aware demand intake, platform governance, and enterprise enablement—ensuring that all decisions drive platform integrity, data quality, and accelerated delivery within a robust operating model.

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Serve as the technical gatekeeper and decision authority for all Service Now platform demand intake, ensuring requests are evaluated for service impact, risk, and alignment with enterprise priorities.
• Steward the Service Now platform architecture, maintaining integrity, scalability, and alignment with organizational strategy and innovation goals.
• Own and continuously improve the platform operating model, integrating demand management, architecture governance, and delivery acceleration.
• Lead service-aware prioritization and decision-making, collaborating with product owners, architects, and stakeholders to ensure platform changes drive business value and technical excellence.
• Champion service data quality, governance, and enterprise enablement, establishing standards and controls for data integrity, compliance, and cross-functional usability.
• Facilitate cross-functional meetings to prioritize platform demands, ensuring transparency, stakeholder alignment, and rapid decision cycles.
• Develop and maintain dashboards and reporting mechanisms that visualize key metrics on demand fulfillment, backlog management, roadmap progress, and architectural compliance.
• Guide and support the execution of technical governance processes, ensuring all platform changes and enhancements meet Service Now architecture requirements and risk controls.
• Provide technical evaluation of demands against Service Now platform architecture, platform capabilities, and best practices, ensuring scalable and sustainable solutions.
• Accelerate delivery by offering guidance on prototyping, design-to-deployment cycles, and remediation of non-compliant configurations.
• Advise on configuration and coding standards, supporting remediation of configurations not aligned to Service Now best practices.
• Enable enterprise-wide adoption of the platform operating model, fostering end-user engagement and service innovation.

Required Qualifications:

• Bachelor’s degree and fifteen to twenty years related experience or equivalent combination.
• Excellent knowledge of technical management and data governance.
• Knowledge of current trends in IT hardware and systems software field.
• Database management skills with the ability to produce reports.
• Familiarity with the support and troubleshooting of personal computers and tablet devices.
• Analyze situations, evaluate alternatives, and implement robust solutions
• Interpret guidelines and analyze information to adapt or modify processes in response to…