- Company Name
- KLA
- Job Title
- Sr. Manager - ServiceNow Team
- Job Description
-
Job Title: Sr. Manager – ServiceNow Team
Role Summary:
Lead enterprise ServiceNow development, implementation, and support across a global organization. Provide technical direction, architecture guidance, and governance for all ServiceNow modules while building and mentoring a high‑performing team of administrators, developers, and analysts. Drive continuous improvement, ensure SLA compliance, and align ServiceNow initiatives with business objectives.
Expectations:
- Deliver high‑quality, compliant ServiceNow solutions on time and within budget.
- Foster a culture of learning, collaboration, and innovation.
- Maintain strong stakeholder relationships and manage vendor interactions.
- Demonstrate measurable business value through dashboards and ROI reports.
Key Responsibilities:
- Technical Leadership: architect, review, and approve designs; enforce coding standards; lead upgrades, integrations, and custom app development.
- CMDB Management: develop and govern CMDB strategy, data integrity, and visibility.
- People Management: hire, mentor, evaluate, and develop a cross‑functional ServiceNow team; allocate resources and set goals.
- Operational Excellence: oversee daily platform operations, incident response, problem resolution, and SLA performance.
- Vendor & Support Management: coordinate with ServiceNow support and external partners.
- Strategic Planning: define roadmap, identify automation opportunities, and create executive dashboards to showcase platform value.
Required Skills:
- Deep ServiceNow expertise (ITSM, Incident, Problem, Change, Service Catalog, CMDB, Performance Analytics, CSM, SIR, App Engine).
- Proven experience leading large technical teams (≥3 years).
- Strong architectural and integration skills.
- Excellent communication, stakeholder management, and coaching abilities.
- Proficiency in governance, coding standards, and best‑practice implementation.
- Analytical mindset with ability to build and interpret platform metrics.
Required Education & Certifications:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).
- At least 8 years of hands‑on ServiceNow experience.
- Minimum 3 years of team leadership experience.
- Valid ServiceNow certifications preferred (e.g., Certified System Administrator, Implementation Specialist, Certified Architect).