Senior Manager, IT Workflow at ServiceNow

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Job Title: ITOM Technical Delivery Manager – IT Workflow Applications, Employee Experience


This position reports to Director, IT Workflows and Now Platform

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

About the ITOM Technical Delivery Manager Role:

We are looking for ITOM Technical Delivery Manager(TDM)/Service Owner within our Digital Employee Experience, IT Workflow Applications team. This role will be instrumental in leading the ITOM product implementation and success of ServiceNow ITOM practice within our Digital Employee Experience organization.

The TDM works closely with internal business stakeholders and provides implementation leadership, business analysis, communications, and product adoption for internal IT on the ServiceNow platform. As customer zero of ServiceNow, the TDM also collaborates with ITOM product engineering team closely for early prototype design, product feedback and solution enhancement.


What you get to do in this role (Responsibilities):

  • As customer zero of ServiceNow, lead application development team to implement ServiceNow ITOM product lines for internal IT operations
  • Function as ITOM Service Owner, working with IT Product Owner and internal business stakeholders to define and prioritize the backlog of work including new product implementation, technology innovation prototype, and support of operational improvement -- be data-driven in prioritizing new demands, enhancements and quality improvements
  • Collaborate with ITOM product engineering team regularly. Create technical insight material on ongoing implementations, product limitation, lessons learned
  • Guide ITOM apps team as Early Design Partner to pilot on new ServiceNow product before General Availability (GA)
  • Create and present clearly articulated communications and/or metrics on a weekly, monthly, and quarterly basis suitable for both highly technical and executive-level audiences
  • Achieve and maintain a proficiency level of technical expertise with the tools and processes used by ServiceNow Product Development, Engineering and related teams
  • Meet with internal business stakeholders regularly to provide project updates with technical insights. Provide new product release feature awareness, with recommendations and proper clarifications as needed
  • Set up product adoption success criteria and define metrics for monitoring, drive and track new adoptions weekly/monthly with metrics
  • Create and maintain roadmap for ITOM application development team, explain the in-flight initiatives, discuss ongoing sprint issues and status as needed
  • Perform technical product demo of ServiceNow ITOM product lines to support “Now On Now program”
  • Ownership of the ITOM Roadmap and drive Interlock and Portfolio review meetings with Business stakeholders

In order to be successful in this role, we need someone who has:

  • Extensive ServiceNow ITOM implementation experience
  • Technical consultant background for Fortune 500 companies
  • Good at application development, Agile and DevOps methodology
  • Demonstrated ability to effectively coordinate and work with cross-functional and globally distributed work teams
  • The ability to facilitate planning meetings, workshops, reviews and retrospectives across teams
  • The ability to prioritize initiatives based on vision and strategic goals
  • Excellent communication, negotiation, persuasion and presentation skills
  • The ability to make decisions independently
  • Exceptional leadership, people, organizational and planning skills
  • Excellent reporting and data analysis skills
  • The ability to focus on detail and follow-through on commitments


Required Skills

  • Bachelor’s degree or equivalent experience in Computer Information Systems (CIS), Management Information Systems (MIS), Computer Science (CS), or related field
  • 10+ years of experience as an Engineering Manager, Product Owner, Technical Architect or Consultant in a commercial software product company
  • Experience with enterprise architecture domains
  • Experience in ServiceNow ITOM modules – Service Mapping, Discovery, Event Management, Cloud Management, Orchestration, CMDB and Asset Management 
  • Experience with infrastructure, application and data, design architects to tie into broader solution for customers
  • Exceptional communication and presentation skills to include technical and business concepts
  • Experience with CMDB design, architecture and implementations (CCMDB, UCMDB, etc.)
  • Knowledge and experience in AWS APIs, Azure, VMware, Puppet/Chef/Ansible, Containers/Docker, integration & automation expertise with 3rd parties
  • Experience with orchestration and automation platforms such as HPOO, vRO, Atrium, MSFT, IPSoft, etc…
  • Deep knowledge of service oriented and distributed application architecture in the enterprise (web services, data access and persistence, client/server, etc)
  • Experience with discovery technologies (ADDM, TADDM, DDMA/UD, etc.)
  • Experience with event management platforms (Netcool, HPOM, BPPM, etc).
  • Experience with cloud management platforms such as Azure, AWS, VMware, etc..
  • Familiar with scripting technology such as javascript, powershell, perl, wmi, ssh, python, Xpath, snmp
  • Exceptional understanding of Agile and Lean methodologies and familiarity with SDLC, DevOps, Quality standards, and best practices
  • The ability to make trade-off decisions between possible and desirable, which requires a good sense of what is technically feasible
  • The ability to context switch between future product planning and current product adoption activities
  • The discipline to focus on high business value initiatives and prioritize activities, i.e., being good at saying “no” or “not now”
  • Demonstrated strong and effective verbal, written, and interpersonal communication skills with the ability to communicate technical concepts to non-technical audiences as well as communicating effectively with highly technical and knowledgeable audiences
  • Ability to create great working relationships with all levels within the company and across multiple disciplines
  • Comfortable facing new challenges, ambiguity, and changes in direction
  • Familiarity with the ServiceNow platform capabilities and the ability to learn new technical concepts quickly


  • ServiceNow certified implementation specialist
  • Practitioner experience with the ServiceNow Platform and/or ITOM
  • IT Operations leadership experience within global organization



ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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We’re on the edge of Lake Washington at Carillon Point in Kirkland. Right now, we're physically distanced but trying to stay socially connected!

An Insider's view of ServiceNow

What’s the vibe like in the office?

You make decisions every day that help people. My work makes a big difference, and that’s satisfying.


Senior application developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.


Project manager

What are some things you learned at the company?

Our purpose is empowering. The company's putting a lot into the culture, the employees - they're investing in us.


Creative director

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.


Chief product officer

What is your vision for the company?

Taking a long-range view, we've got the spirit of a start-up and the resources to deliver with high quality.


Software engineer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Volunteer in local community
Through our #GivingAtNow program, our Kirkland offices schedules volunteer opportunities throughout the year.
Eat lunch together
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Work remotely on occasion as needed.
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
ServiceNow offers unlimited paid vacation time starting at Day 1.
Paid Volunteer Time
Our employees receive 20 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses.
Company Outings
Site social activities periodically
Stocked Kitchen
Some Meals Provided
Lunch provided every Friday!
Happy Hours
Steps away from awesome restaurants and bars.
Free parking
Pet Friendly
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options.
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Continuing Education stipend
We offer $5000 annualy for continuing education.
Online course subscriptions available
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