ServiceNow Senior Manager - AI expertise

Job Summary

We are seeking an experienced ServiceNow Senior Manager with strong AI and Generative AI expertise to lead the offshore ServiceNow development and platform engineering organization. This role will be responsible for driving the strategy, delivery, governance, and operational excellence of the enterprise ServiceNow platform while accelerating the adoption of ServiceNow AI, GenAI, and intelligent automation capabilities across the organization.

The Senior Manager will lead a team of ServiceNow Technical Leads and Platform Leads, providing strategic leadership, technical guidance, and operational oversight for platform development, enhancements, integrations, AI-driven solutions, and platform operations. The role requires a strong blend of leadership, architecture, ServiceNow platform expertise, AI innovation, stakeholder management, and delivery execution.

The ideal candidate will have a proven track record of leading large ServiceNow programs, driving platform modernization, implementing AI-enabled solutions, improving engineering effectiveness, and building high-performing technical teams.

Major responsibilities

Strategic Leadership & Platform Management

• Lead and manage the offshore ServiceNow development and platform engineering organization.
• Define and execute the ServiceNow platform strategy aligned with business objectives and enterprise technology roadmaps.
• Drive platform modernization initiatives, including ServiceNow AI, GenAI, intelligent automation, and workflow transformation capabilities.
• Establish scalable governance models, development standards, and platform best practices.
• Partner with business and technology leaders to identify opportunities to leverage ServiceNow capabilities across the enterprise.
• Develop and maintain platform roadmaps, investment plans, and delivery priorities.

AI, Automation & Innovation

• Drive adoption of ServiceNow AI capabilities, including Predictive Intelligence, Virtual Agent, Generative AI, Now Assist, and intelligent workflow solutions.
• Identify opportunities to automate manual processes and enhance user experience through AI-driven solutions.
• Collaborate with enterprise AI and architecture teams to integrate ServiceNow with broader AI and GenAI initiatives.
• Evaluate emerging technologies, industry trends, and ServiceNow platform innovations to drive continuous improvement.
• Lead proof-of-concepts and pilot programs focused on AI-powered business outcomes.

Delivery & Engineering Excellence

• Oversee end-to-end delivery of ServiceNow platform enhancements, projects, integrations, and operational initiatives.
• Improve team productivity, engineering effectiveness, development velocity, and delivery quality.
• Ensure adherence to Agile, DevOps, SDLC, and platform governance practices.
• Establish key performance indicators (KPIs) and delivery metrics to drive operational excellence.
• Drive continuous improvement initiatives across development, testing, deployment, and support processes.
• Ensure successful execution of platform releases and upgrades.

Team Leadership & Talent Development

• Lead, mentor, and develop a team of ServiceNow Technical Leads, Platform Leads, and platform engineers.
• Foster a culture of collaboration, innovation, accountability, and continuous learning.
• Build organizational capability in ServiceNow AI, automation, platform engineering, and emerging technologies.
• Support workforce planning, talent development, succession planning, and performance management activities.
• Act as a trusted advisor and coach to technical teams and business stakeholders.

Platform Operations & Governance

• Ensure platform reliability, availability, scalability, security, and operational stability.
• Oversee platform governance, change management, risk management, and compliance requirements.
• Drive adherence to platform architecture standards and operational controls.
• Partner with infrastructure, security, application, and business teams to ensure seamless platform operations.
• Monitor platform health, technical debt, and performance optimization opportunities.

Stakeholder Management

• Build strong relationships with global technology leaders, business stakeholders, and ServiceNow product owners.
• Translate business requirements into scalable platform solutions and strategic roadmaps.
• Communicate platform strategy, delivery progress, risks, and business outcomes to senior leadership.
• Influence dec…