Senior Manager, ServiceNow Platform Operations

What you will do

Lets do this. Lets change the world. In this vital role you will lead a dynamic team of developers and administrators responsible for the ongoing management, optimization, and innovation of Amgens ServiceNow platform. This role will focus on core platform operations and modules such as IT Operations Management (ITOM), IT Asset Management (ITAM), Strategic Portfolio Management (SPM), Security Operations (SecOps), and Human Resources Service Delivery (HRSD). Your team will also provide support for other modules such as IT Service Management (ITSM), Integrated Risk Management (GRC/IRM), and custom-built applications.

The ideal candidate will have a proven track record of leadership in technology-driven environments, specifically in IT service delivery and platform operations, with a passion for fostering innovation and excellence in the biotechnology industry. This role requires deep expertise in the ServiceNow platform, including a strong background in the end-to-end software development lifecycle and a foundation in Scaled Agile practices. You will be responsible for leading and developing a highly talented team focused on delivering high-end, innovative technologies that drive key organizational initiatives. Collaboration with cross-functional and global teams is essential to ensure seamless integration and operational excellence. The ability to lead transformation efforts, drive central initiatives, and deliver high-quality results in a matrixed organizational structure is critical to success in this role.

Roles & Responsibilities:

• Lead and mentor a team of ServiceNow developers and administrators responsible for platform operations, asset management, innovation, and support
• Develop and implement the strategic roadmap for the ServiceNow platform, ensuring alignment with business objectives and technology goals
• Oversee operations and optimization of key ServiceNow modules, including ITOM, ITAM, SPM, SecOps, and HRSD, ensuring seamless functionality and integration
• Provide leadership and support for other ServiceNow modules, including ITSM, GRC/IRM, and custom-built applications, ensuring a cohesive platform experience
• Drive continuous improvement initiatives to enhance platform performance, scalability, and user satisfaction, demonstrating data analytics and automation
• Maintain strategic relationships and strong communication with the leadership team about IS services and service roadmaps to ensure all collaborators feel informed and engaged
• Lead and manage large, diverse teams within a matrixed organization, collaborating with geographically dispersed teams, including those in the US and international locations
• Oversee the software development lifecycle, ensuring standard methodologies in development, testing, and deployment across the ServiceNow platform
• Develop and implement strategic plans for technology and workforce growth, including recruiting top talent and building a robust team in India
• Foster a culture of collaboration, innovation, and continuous improvement, driving talent development, motivation, and effective delegation
• Ensure communication of key performance metrics and analysis of unmet needs to collaborators, fostering best practice sharing and alignment with business goals
• Collaborate with Product Owners, Service Owners, and delivery teams to ensure delivery matches commitments, acting as a partner concern point and facilitating communication when service commitments are unmet
• Participate in collaborator and leadership meetings, working with other parts of the organization and functional groups to ensure successful delivery and alignment with strategy, compliance, and regulatory requirements
• Remain accountable for ensuring overall organizational compliance with quality, GxP, and privacy requirements in technology services
• Ensure alignment of technology service plans across the organization, overseeing operating budgets and product team budgets, and managing according to governance standards
• Monitor emerging ServiceNow technologies and trends to see opportunities for platform growth and expansion
• Provide education to new partners with regards to IT service offerings and foster understanding of decision-making processes, workflows, and business needs of collaborators
• Ensure ongoing alignment with strategy, compliance, and regulatory requirements for technology investments and services

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications:

• Masters degree with 8 - 10 years of experience in Business, Engineering, IT or related field OR
• Bachelors degree with 10 - 14 years of experience in Business, Engineering, IT or related field OR
• Diploma with 14 - 18 years of experience in Business, Engineering, IT or related field
• Leadership & Team Development: Proven experience in leading and developing a successful team of ServiceNow developers and administrators, building a culture of innovation and continuous improvement within the team to deliver cutting-edge solutions and platform improvements.
• ServiceNow Platform Expertise: In-depth knowledge of managing and optimizing core ServiceNow platform operations, including modules like ITOM, ITAM, SPM, SecOps, and HRSD, with a focus on aligning technical capabilities with business objectives.
• Strategic Planning & Execution: Ability to implement a strategic roadmap for the ServiceNow platform, driving platform innovation, operational efficiency, and improvements in service delivery to meet organizational goals.
• Methodologies & Best Practices: Extensive experience applying technology standard methodologies and frameworks, such as Scaled Agile (SAFe), ITIL, or other methodologies, to manage and optimize platform operations, ensuring scalability, compliance, efficiency, and alignment with business processes.
• Stakeholder Management & Collaboration: Strong skills in collaborating with cross-functional teams, business collaborators, and executives to ensure alignment of platform initiatives with business outcomes, managing expectations, and ensuring successful delivery of projects.

Preferred Qualifications:

• Cross-Module Integration: Broad understanding of how different ServiceNow modules (e.g., ITSM, GRC/IRM, custom applications) integrate with core operations like ITOM, ITAM, and SecOps, ensuring seamless support and collaboration across teams.
• Operational Excellence & Process Improvement: Experience in driving process improvements within platform operations, focusing on automation, efficiency, and scalability using tools like Flow Designer, Automation Engine, and Performance Analytics.
• Leadership in Regulated Environments: Experience in a leadership role within a highly regulated pharmaceutical or technology organization, ensuring platform compliance with industry regulations and best practices for data integrity, security, and audit readiness.
• Vendor & Partner Management: Experience managing vendor relationships and working with external partners or consultants to ensure optimal performance, support, and development of the ServiceNow platform.
• Data-Driven Decision Making: Ability to demonstrate Performance Analytics and reporting tools to track platform health, service performance, and team productivity, using data to inform decision-making and drive continuous improvement.

Professional Certifications:

• Scaled Agile Framework (SAFe) for Teams (preferred)
• ITIL Foundation (preferred)

Soft Skills:

• Excellent leadership and team management skills
• Strong transformation and change management experience
• Exceptional collaboration and communication skills
• High degree of initiative and self-motivation
• Ability to manage multiple priorities successfully
• Team-oriented with a focus on achieving team goals
• Strong presentation and public speaking skills
• Excellent analytical and troubleshooting skills
• Strong verbal and written communication skills
• Ability to work effectively with global, virtual teams