ServiceNow Engineering Operations Manager

We are looking for a ServiceNow Engineering Operations Manager to lead the design, delivery, and ongoing support of our ServiceNow platform, with a strong focus on IT Service Management (ITSM). This role blends hands-on technical work with team leadership: you''ll spend roughly 60% of your time on technical engineering and platform work, and 40% on managing people, projects, and client relationships.

You''ll work directly with clients and internal stakeholders to understand their needs, guide platform strategy, and ensure our ServiceNow environment runs reliably and efficiently. This is a good fit for someone who enjoys staying close to the technical work while also building and supporting a strong team.

What You''ll Do

• Lead the day-to-day engineering and operations of the ServiceNow platform, with particular emphasis on ITSM modules (Incident, Problem, Change, Request, Knowledge, CMDB)
• Design and oversee platform architecture, configurations, integrations, and customizations
• Manage upgrades, patches, and release cycles with minimal disruption to users
• Serve as a technical escalation point for complex issues and troubleshooting
• Act as a primary point of contact for client engagements, translating business requirements into technical solutions
• Manage and mentor a team of ServiceNow engineers and administrators, including hiring, performance reviews, and career development
• Plan and prioritize project roadmaps, balancing client requests, technical debt, and platform health
• Partner with cross-functional teams (security, infrastructure, business stakeholders) to align ServiceNow initiatives with broader organizational goals
• Establish and maintain best practices for development, testing, deployment, and documentation
• Monitor platform performance, security, and compliance, and drive continuous improvement

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Required Qualifications

• 1015 years of overall IT experience, with substantial hands-on experience in ServiceNow engineering and administration
• Deep, demonstrated expertise in ITSM processes and their configuration within ServiceNow (Incident, Problem, Change, Request Management)
• Proven experience managing or leading a technical team, including performance management and mentoring
• Direct experience working with external or internal clients, including gathering requirements and presenting technical solutions to non-technical stakeholders
• Strong working knowledge of ServiceNow architecture, scripting (JavaScript, Glide API), workflows, and integrations (REST/SOAP APIs, MID Server)
• Experience managing ServiceNow upgrades, release management, and platform governance
• Solid understanding of ITIL framework and practices
• Excellent verbal and written communication skills, with the ability to move comfortably between technical and business conversations
• Bachelor''s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience

Preferred Qualifications

• ServiceNow certifications such as Certified System Administrator (CSA), Certified Implementation Specialist (CIS-ITSM), or Certified Application Developer (CAD)
• ITIL v4 Foundation certification or higher
• Experience with additional ServiceNow modules, such as CMDB/Discovery, HRSD, SecOps, or ITOM
• Familiarity with Agile or Scrum project delivery methods
• Experience working in a managed services or consulting environment with multiple concurrent clients
• Exposure to scripting or automation tools beyond ServiceNow (e.g., PowerShell, Python)
• Prior experience building out ServiceNow practices or teams from the ground up