- Company Name
- WestJet
- Job Title
- Manager, ServiceNow
- Job Description
-
**Job title**
Manager, ServiceNow
**Role Summary**
Lead the strategic ownership and operations of the enterprise ServiceNow platform, encompassing HRSD, SPM, ITSM, and ITOM modules. Drive platform stability, scalability, and continuous improvement while aligning technology initiatives with business objectives. Manage a blended team of ~10 ServiceNow professionals and external service resources, ensuring delivery excellence, governance, and stakeholder satisfaction.
**Expectations**
- Deliver measurable business value through ServiceNow platform enhancements.
- Maintain high service levels and compliance with SLAs and security standards.
- Foster a culture of collaboration and continuous improvement.
- Prioritize initiatives in partnership with HR, IT, and business stakeholders.
- Serve as a trusted advisor on platform strategy and roadmap alignment.
**Key Responsibilities**
- Develop and execute a ServiceNow strategic roadmap aligned with enterprise IT strategy.
- Lead, mentor, and grow a high‑performing team of developers, analysts, and product owners.
- Own end‑to‑end platform lifecycle: architecture, deployments, performance, and improvement.
- Manage vendor relationships, ensuring SLA compliance and value realization.
- Oversee HRSD automation, SPM portfolio planning, ITSM incident/problem/change processes, and ITOM monitoring/event management.
- Enforce governance, development standards, best practices, and regulatory compliance.
- Collaborate with cybersecurity and identity teams on secure access controls.
- Facilitate stakeholder engagement, prioritization of user stories, and roadmap alignment.
**Required Skills**
- In‑depth knowledge of ServiceNow HRSD, SPM, ITSM, ITOM modules.
- Strong leadership, team building, and mentoring capabilities.
- Vendor management and stakeholder engagement expertise.
- Strategic thinking with the ability to translate business needs into platform solutions.
- Data‑driven decision making; proficiency in reporting and analytics.
- Vendor and partner management, SLA/KPI monitoring.
- Excellent communication, presentation, and prioritization skills.
**Required Education & Certifications**
- Bachelor’s degree in Information Technology or related field (Master’s preferred).
- 7+ years of experience in IT service management and enterprise platforms; 3+ years in a leadership role.
- Proven experience managing ServiceNow implementations and operations (HRSD, SPM, ITSM, ITOM).
- ServiceNow certifications (e.g., System Administrator, Implementation Specialist) or equivalent are strongly preferred.
- ITIL Foundation or advanced level preferred.