ServiceNow Platform Manager - Strategy & Governance

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