[Hiring] Senior Manager, ServiceNow Engineering @CSAA Insurance Group, a AAA Insurer

Role Description

The Senior Manager, ServiceNow Engineering is responsible for the strategic leadership, governance, engineering delivery, and operational excellence of the enterprise ServiceNow platform. This leader oversees a team of ServiceNow engineers and technical professionals responsible for designing, developing, supporting, and continuously improving ServiceNow capabilities that enable enterprise service delivery.

Your Work

• Accountable for platform strategy, roadmap development, demand management, engineering execution, platform governance, technology modernization, and talent development.
• Works closely with business leaders, technology teams, vendors, and strategic partners to ensure ServiceNow investments align with business objectives.

Platform Strategy & Governance

• Define and implement the multi-year ServiceNow platform strategy, roadmap, and investment priorities aligned to business and technology objectives.
• Lead platform governance, intake, demand management, and prioritization processes.
• Evaluate emerging ServiceNow capabilities and find opportunities to expand platform value.
• Establish and maintain platform standards, architectural principles, development practices, and governance controls.
• Recommend ServiceNow AI capabilities that address business and operational needs.
• Ensure alignment between platform investments and measurable business outcomes.
• Shape the ServiceNow AI roadmap by identifying high-value use cases.
• Measure, monitor, and maintain platform license usage.

Engineering Leadership & Delivery

• Lead a team of ServiceNow engineers responsible for platform development, administration, integrations, automation, upgrades, and support.
• Establish engineering standards, quality controls, release management practices, and operational processes.
• Enable delivery and adoption of ServiceNow AI capabilities.
• Oversee platform upgrades, maintenance activities, testing strategies, and production support activities.
• Lead delivery of ServiceNow enhancements, implementations, and modernization initiatives.
• Optimize ServiceNow AI capabilities by monitoring adoption and operational performance.
• Ensure successful execution of platform initiatives through effective planning and stakeholder engagement.

People Leadership & Talent Development

• Recruit, develop, coach, and retain a high-performing team of ServiceNow engineering professionals.
• Establish clear performance expectations and development goals for team members.
• Provide ongoing coaching, mentoring, and performance feedback.
• Create a culture of accountability, continuous learning, innovation, collaboration, and customer focus.
• Develop succession plans and build organizational capability.
• Manage workload prioritization, capacity planning, and resource allocation.

Stakeholder, Vendor & Financial Management

• Work with leaders across IT, Security, Infrastructure, Architecture, Operations, and business functions.
• Serve as the primary leadership point of contact for ServiceNow platform strategy.
• Manage strategic relationships with ServiceNow, implementation partners, and third-party vendors.
• Review and challenge proposed designs, technical solutions, and delivery plans.
• Provide platform delivery metrics, demand forecasts, and vendor performance assessments.

Platform Health, Data & Operational Excellence

• Ensure platform stability, security, compliance, availability, and performance.
• Drive continuous improvement of CMDB, CSDM, asset management, and data quality practices.
• Establish KPIs, dashboards, and executive reporting.
• Manage technology lifecycle activities including upgrades and technical debt remediation.
• Maintain effective controls around integrations and data governance.

Qualifications

• 10+ years experience in managing information technology systems and projects for a large IT department.
• Bachelor's degree in related area (Computer Science, Engineering, or Business) or equivalent combination of education and experience.
• 10+ years experience in the acquisition and management of technology and technology professionals.
• 10+ years managing people.
• 5+ years demonstrated success in matrix management and influence environments.
• Extensive experience in communicating with executive and operational management.
• Large-scale project or program management experience.

Requirements

• MBA or other advanced degree.
• Financial services or relevant industry experience.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Implementation Specialist (one or more disciplines).
• ITIL 4 or 5 Foundation Certification or higher.
• ServiceNow Certified Application Developer (CAD), Certified Technical Architect (CTA), or equivalent advanced platform certifications.
• Working knowledge of development practices such as Agile, Scrum, Kanban, DevOps, etc.
• Creates a collaborative, inclusive and psychologically safe environment.
• Actively shapes company culture through words and actions.
• Champions cultural norms.
• Translates enterprise strategy and priorities for team members.
• Demonstrates a company ownership mindset.
• Travels as needed for role.
• Fulfills business needs, which may include investing extra time.

Benefits

• Total compensation package, annual bonus eligibility for most roles.
• 401(k) with a company match.
• Flexible Workplace: remote-first culture.
• Career Growth: opportunities for development and long-term success.
• Inclusion and Belonging: fostering an environment where people feel valued and heard.
• Sustainability: taking action to build resilient communities and reduce environmental impact.