Servicenow - Platform Engineering and Support 170157 - ADP

The Senior Manager, ServiceNow & AI Delivery will provide strategic leadership and operational oversight for the offshore ServiceNow development organization, driving enterprise ServiceNow, AI, and Generative AI initiatives. This role is responsible for leading ServiceNow Technical Leads and Platform Leads, ensuring high-quality delivery, platform governance, operational excellence, and accelerated AI adoption across the enterprise. Education & Certifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. A master's degree is preferred. ServiceNow certifications such as: Certified System Administrator (CSA) Required Certified Application Developer (CAD) Preferred ServiceNow Implementation Specialist certifications Preferred Certified Technical Architect (CTA) or equivalent advanced credentials Advantageous AI/Cloud certifications related to Microsoft Azure, Azure AI, Microsoft Copilot, OpenAI, or other enterprise AI platforms are desirable. Experience Minimum 12+ years of overall IT experience, including 7+ years of ServiceNow platform leadership and delivery experience. Minimum 35 years of people management experience, leading geographically distributed development and platform teams. Proven experience managing enterprise-scale ServiceNow programs, application development, platform operations, and strategic transformation initiatives. Demonstrated success leading large ServiceNow implementations across modules such as ITSM, ITOM, HRSD, CSM, SPM, App Engine, and IntegrationHub. Experience driving Agile delivery, platform governance, operational excellence, and continuous improvement initiatives. ServiceNow Technical Expertise Strong understanding of ServiceNow platform architecture, application development, integrations, platform governance, and release management. Experience overseeing development standards, code quality reviews, Health Scan assessments, security compliance, and technical debt remediation. Knowledge of ServiceNow upgrades, deployment processes, environment management, MID Servers, platform performance optimization, and operational support. Ability to partner with enterprise architects, business stakeholders, security teams, and platform owners to define and execute strategic roadmaps. AI & Generative AI Expertise Proven experience leading AI-enabled transformation initiatives within ServiceNow or enterprise platforms. Familiarity with ServiceNow AI capabilities, including: Now Assist AI Search Predictive Intelligence Virtual Agent Intelligent Document Processing (IDP) GenAI-powered workflow automation Experience evaluating, implementing, or governing AI and GenAI solutions using platforms such as Microsoft Copilot, Azure OpenAI, OpenAI services, or equivalent enterprise AI technologies. Understanding of AI governance, responsible AI practices, data security, risk management, and business value realization. Leadership & Management Competencies Demonstrated ability to lead and mentor teams of Technical Leads, Platform Leads, and senior engineers. Strong stakeholder management skills with the ability to influence senior business and technology leaders. Experience establishing delivery governance, performance metrics, resource planning, and operational controls. Proven ability to improve development velocity, quality, productivity, and customer satisfaction. Strong decision-making, conflict resolution, and organizational leadership skills. Key Responsibilities Alignment The successful candidate should demonstrate the ability to: Lead and develop a high-performing offshore ServiceNow team. Drive successful execution of ServiceNow AI and GenAI initiatives. Improve delivery predictability, platform stability, and operational excellence. Establish governance processes that ensure security, compliance, and development best practices. Accelerate AI adoption and innovation while maintaining appropriate risk and compliance controls.