Senior Manager, Enterprise ServiceNow Platform

Job description

Company Description Work with Us. Change the World. At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world’s most complex challenges and build legacies for future generations. There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world. We're one global team driven by our common purpose to deliver a better world. Join us. Job Description AECOM Information Technology is seeking a Senior Manager, Enterprise ServiceNow Platform, to lead, own, and evolve our global ServiceNow ecosystem that supports enterprise workflow automation, digital operations, and employee services at scale. This leader will serve as the global platform owner for ServiceNow, responsible for platform strategy, governance, roadmap execution, demand management, and continuous improvement. This role is focused on advancing ServiceNow as a strategic enterprise capability — not simply managing operational support or teams that use the tool. The ideal candidate has experience owning a large-scale ServiceNow environment, partnering with business leaders, leading delivery teams and vendors, and creating scalable solutions that improve automation, user experience, and business outcomes. This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based from either Houston or Dallas, TX. Key Responsibilities Enterprise Platform Ownership & Strategy Own the global ServiceNow platform roadmap, governance model, standards, and long-term maturity strategy, and continuously evolve the ServiceNow operating model to ensure scalable governance, delivery consistency, and operational transparency. Define how ServiceNow capabilities are prioritized, delivered, adopted, and continuously improved across the enterprise. Partner with IT, HR, Finance, Security, Operations, and other business groups to translate business needs into scalable platform solutions and facilitate governance forums that align priorities and proactively manage risk. Governance, Delivery & Continuous Improvement Lead the ServiceNow demand intake process, backlog prioritization, enhancement delivery, release planning, and platform lifecycle management, ensuring predictable delivery outcomes through disciplined Agile planning, capacity management, and execution, with accountability for enforcing governance standards and intake discipline. Establish scalable processes around development standards, SDLC practices, integrations, upgrades, and platform health, ensuring only approved and prioritized work enters execution pipelines. Drive adoption of ServiceNow best practices to maximize out-of-the-box capabilities while reducing unnecessary customization and technical debt. Team & Partner Leadership Lead and develop ServiceNow platform teams, including internal resources and external implementation/MSP partners. Manage vendor accountability across delivery quality, timelines, technical standards, business outcomes, and predictable execution. Build a culture focused on ownership, operational excellence, and continuous improvement. Automation & Innovation Identify opportunities to expand ServiceNow capabilities through workflow automation, self-service, AI, and improved user experiences. Lead initiatives leveraging modern ServiceNow capabilities, including Now Assist, AI-enabled workflows, and enterprise automation. Qualifications Minimum Qualifications Bachelor's Degree plus at least 10 years of ServiceNow experience, including 2 years of leadership experience, or demonstrated equivalency of experience and/or education Experience owning, managing, or leading ServiceNow platforms within large, complex enterprise environments. Experience driving ServiceNow platform strategy, governance, roadmap planning, demand intake, backlog prioritization, and delivery execution to support enterprise business needs. Experience partnering with business stakeholders, technology teams, and external vendors/MSPs to deliver scalable ServiceNow solutions, enhancements, integrations, and platform improvements. Experience across ServiceNow capabilities such as ITSM, ITOM, ITAM, HRSD, CSM, SPM, CMDB, Knowledge Management, Employee Center, or Service Portals. Strong communication and leadership skills with the ability to influence technical teams, business partners, and senior stakeholders. Due to the nature of this position, U.S. citizenship is required. Preferred Qualifications 5+ years of leadership experience managing ServiceNow platform, enterprise application, or digital workflow teams. Experience leading ServiceNow transformation, modernization, or platform maturity initiatives. ServiceNow certifications such as CSA, CAD, CTA, or CMA. Agile certifications such as CSM, CSPO, SAFe, or equivalent experience. Experience with ServiceNow AI capabilities, Now Assist, MoveWorks, automation, or workflow optimization. Background in enterprise applications, platform engineering, software delivery, or solution architecture. Experience working within large global or matrixed organizations. Additional Information Relocation assistance is not available for this position Sponsorship for US work authorization is not available for this position, now or in the future. At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment. About AECOM AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options , well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan. AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients’ complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle – from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2025. Learn more at aecom.com. What makes AECOM a great place to work You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you’ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you’ve always envisioned. Here, you’ll find a welcoming workplace built on respect, collaboration and community—where you have the freedom to grow in a world of opportunity. As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.