# ServiceNow Platform Manager - Strategy & Governance **Company**: Ford Motor Company **Location**: Dearborn, MI **Work arrangement**: hybrid **Experience**: senior **Job type**: full-time **Salary**: $115,500-$218,100 **Category**: IT **Industry**: Automotive **Wikidata**: https://www.wikidata.org/wiki/Q44294 **Apply**: https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/70735?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_1f841556-da9 ## Description We are seeking an experienced EPEO Integration & Transformation Manager to lead ServiceNow strategy, governance, roadmap planning, demand management, and organisational planning activities. In this role, you will lead a team of professionals responsible for helping shape the future of Ford's ServiceNow platform and ensuring platform capabilities are prioritised, sequenced, and delivered effectively. **Responsibilities** **ServiceNow Strategy, Roadmap & Platform Governance** - Contribute to and help shape the ServiceNow roadmap by synthesising demand trends, pilot outcomes, stakeholder feedback, platform-health insights, and business priorities. - Provide recommendations that inform broader ServiceNow platform strategy and investment decisions established by senior leadership. - Lead executive-level governance routines, including roadmap reviews, prioritisation discussions, decision forums, risk escalations, and strategic alignment sessions. - Establish clear processes for evaluating platform demand against business value, technical feasibility, security, cost, resource capacity, data quality, platform stability, and long-term sustainability. - Partner with the broader ServiceNow governance team to ensure decisions align with enterprise standards for platform health, security, service ownership, configuration management, and operational excellence. - Support expansion into ServiceNow capabilities such as IT Operations Management, Configuration Management Database, IT Asset Management, Security Operations, automation, AI-enabled capabilities, employee experience, and related platform enhancements. - Partner with ServiceNow technical leaders, platform teams, and external partners to evaluate future modules, integrations, capabilities, and platform modernisation opportunities. **Demand Management & Delivery Coordination** - Own the intake, triage, prioritisation, and distribution of new ServiceNow platform demand. - Ensure stakeholders have clear visibility into demand status, prioritisation decisions, delivery timing, dependencies, risks, and tradeoffs. - Continuously refine demand-intake processes, prioritisation methods, communication practices, and governance routines to improve transparency and delivery effectiveness. - Serve as the primary connector between application teams, service teams, platform teams, enterprise program-management teams, vendors, and leadership. - Lead organisational Program Increment planning activities, ensuring priorities, dependencies, capacity, objectives, and expected outcomes are clearly defined and aligned across teams. - Partner with the enterprise Program Management team on large-scale ServiceNow initiatives by providing platform context, demand-side coordination, prioritisation input, and stakeholder alignment. - Directly lead planning, coordination, and execution for smaller-scope initiatives, and step into a program-lead capacity for larger efforts when program-management capacity is constrained. - Identify, manage, and escalate risks, blockers, dependencies, and cross-team decisions that could affect delivery outcomes or platform health. **Team Leadership & Organisational Effectiveness** - Lead, coach, develop, and guide a team of three professionals supporting ServiceNow strategy, governance, roadmap planning, demand management, and organisational planning. - Establish clear team priorities, roles, expectations, accountability mechanisms, and development opportunities. - Foster an engaged, collaborative, and high-performing team environment focused on customer value, operational excellence, and continuous improvement. - Support workforce planning, capability development, knowledge sharing, and succession planning within the team. - Promote disciplined execution, transparency, ownership, and continuous learning across the ServiceNow organisation. - Build trusted relationships with stakeholders across Enterprise Technology, business teams, delivery partners, and executive leadership. **Transformation, Innovation & Continuous Improvement** - Identify opportunities to simplify processes, improve governance, reduce delivery friction, and strengthen the effectiveness of ServiceNow platform operations. - Support adoption of automation, AI-enabled operations, agentic workflows, and emerging ServiceNow capabilities where they can improve service quality, productivity, employee experience, or risk management. - Use demand, delivery, operational, and platform data to identify trends, improvement opportunities, and strategic priorities. - Support the development of executive-level materials, roadmap narratives, investment recommendations, business cases, governance content, and transformation updates. - Partner with internal technical leaders, ServiceNow partners, implementation providers, and managed-service providers to identify and apply leading practices. - Ensure transformation initiatives are aligned with enterprise architecture, security, compliance, data-governance, and operational-support requirements. **Qualifications** - Bachelor's degree in Information Technology, Computer Science, Business, Engineering, Management Information Systems, or a related discipline. - Equivalent relevant experience may be considered. **Experience:** - Demonstrated experience supporting ServiceNow, enterprise platforms, IT Operations, service management, technology transformation, or related environments. - Experience leading strategic technology initiatives, roadmap planning, demand management, governance, portfolio coordination, or organisational planning activities. - Experience working across application teams, service teams, platform teams, vendors, program-management teams, and executive stakeholders. - Experience with Agile planning, Program Increment planning, roadmap management, prioritisation, risk management, and cross-functional delivery coordination. - Experience leading governance routines, executive reviews, prioritisation discussions, strategic planning sessions, and stakeholder communications. - People-leadership experience, including coaching, performance support, priority setting, and team development. - Experience independently leading planning, coordination, and execution for initiatives of varying scope and complexity. - Strong business acumen, with the ability to connect platform capabilities to measurable outcomes, operational efficiency, risk reduction, employee experience, and enterprise value. **Required Technical Experience:** - Demonstrated working knowledge of ServiceNow, including IT Service Management capabilities, processes, and service-management practices. - Strong technical acumen, including the ability to understand platform architecture, integrations, data models, system dependencies, operational processes, and platform constraints. - Experience managing technology demand, evaluating requests, defining priorities, and balancing delivery needs with platform health, security, cost, capacity, and technical feasibility. - Ability to translate complex technical topics, delivery risks, and platform dependencies into clear business impacts, decisions, and executive communications. - Experience working with technology governance, platform governance, service ownership, process ownership, configuration management, and enterprise architecture concepts. - Strong executive presence and ability to confidently present in leadership forums, respond to questions under pressure, and manage up when alignment on priorities or expectations is needed. - Proven ability to influence without direct authority, resolve blockers, and build trusted relationships across diverse business and technology stakeholders. - Strong written, verbal, presentation, facilitation, analytical, and problem-solving skills. **Benefits:** - Immediate medical, dental, and prescription drug coverage - Flexible family care, parental leave, new parent ramp-up programs, subsidised back-up child care and more - Vehicle discount program for employees and family members, and management leases - Tuition assistance - Established and active employee resource groups - Paid time off for individual and team community service - A generous schedule of paid holidays, including the week between Christmas and New Year's Day - Paid time off and the option to purchase additional vacation time ## Skills ### Required - ServiceNow - IT Service Management - Agile planning - Program Increment planning - roadmap management - prioritisation - risk management - cross-functional delivery coordination - governance routines - executive reviews - strategic planning sessions - stakeholder communications - people-leadership - coaching - performance support - priority setting - team development - business acumen - platform architecture - integrations - data models - system dependencies - operational processes - platform constraints - technology governance - platform governance - service ownership - process ownership - configuration management - enterprise architecture ### Nice to have - AI-enabled operations - workflow automation - agentic workflows - ServiceNow AI technologies - cybersecurity - vulnerability management - risk - compliance - data governance - information-security considerations - ITIL practices - service-management operating models - enterprise platform governance --- Source: [Apply at efds.fa.em5.oraclecloud.com](https://efds.fa.em5.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/job/70735?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)