Servicenow Practice Manager

As the Senior Manager – ServiceNow Engineering, you will oversee the development, and day-to-day operations of ServiceNow as a key enterprise platform at Providence. You will play a pivotal role in advancing digital transformation, promoting innovation, and ensuring the delivery of efficient, modern solutions for caregivers and internal stakeholders. This position requires strong technical expertise, strategic thinking, and effective leadership to build and nurture high-performing teams and deliver impactful, transformative results.

• Strategic Leadership
  • Develop and execute the strategic vision for ServiceNow support capabilities, services, and solutions.
  • Align cross-functional teams and initiatives under a unified vision and approach for ServiceNow and related platforms.
  • Collaborate with senior leadership to identify integration opportunities across business units and drive digital transformation.

• Operational Excellence
  • Oversee the design, development, and deployment of scalable ServiceNow capabilities, services, and solutions.
  • Ensure reliability, security, and performance of ServiceNow solutions, enabling seamless integration with existing systems.
  • Lead Agile teams to deliver solutions for complex use-cases, focusing on user experience and successful adoption.

• Project & Program Management
  • Manage multiple ServiceNow projects, ensuring delivery on time, within scope, and within budget.
  • Establish clear project goals, timelines, and deliverables, while effectively communicating progress to stakeholders.
  • Ensure all ServiceNow solutions comply with relevant regulations and standards.

• Team Development & People Leadership
  • Guide, mentor, and grow a high-performing team of ServiceNow engineers and product managers.
  • Foster a collaborative, innovative, and inclusive team environment that encourages continuous learning and improvement.
  • Provide coaching, feedback, and career development for team members.

• Stakeholder Engagement & Collaboration
  • Partner with cross-functional teams to understand their needs and develop tailored ServiceNow solutions.
  • Present strategies and project updates to executive leadership and key stakeholders.
  • Forge deep partnerships with IS leaders, clinicians, and business stakeholders to co-create service models and technology strategies.
• Innovation & Continuous Improvement
  • Stay updated on the latest advancements in ServiceNow technologies, Employee Works, NowAssist, AI Control Tower methodologies.
  • Drive the adoption of best practices and implement solutions that enhance customer experiences.
  • Champion a culture of innovation, automation, and continuous improvement.

• Bachelor’s/ master’s degree in computer science/ technology
• 12+ years of technology/ engineering experience along with people & leadership experience technical roles with people management and leadership experience
• 8+ years of hands-on technical experience in ServiceNow Platform
• Deep proficiency in the ServiceNow platform and associated technologies.
• Strong understanding various ServiceNow modules, including ITSM, ITOM, IRM, SPM, HCLS, and CSM.
• Ability to architect, implement, and optimize ServiceNow solutions to meet business needs.
• Skilled at presenting complex technical concepts and project updates to executive leadership and diverse stakeholders.
• Adept at building relationships and facilitating cross-functional collaboration.
• Proven track record in digital transformation, DevOps, automation, and innovation initiatives.
• Deep knowledge of Agile software development methodologies.
• Experience in people leadership, handling large teams, and complex transformation programs.