Enterprise Mgr Digital & IT - ServiceNow Platform & ITSM Manager

PARKER HANNIFIN CORPORATION • Mayfield Heights, OH • 2h ago

Position Summary
Position Summary
The ServiceNow Platform & ITSM manager is responsible for the overall governance, delivery, and operational health of the ServiceNow platform and IT Service Management (ITSM) services across the enterprise. This role ensures that all ServiceNow capabilities are strategically aligned to business needs, securely integrated into the enterprise ecosystem, delivered on time, and operationally sustainable.
The manager leads cross-functional teams, service management processes and governance as well as oversees platform technical services while driving continuous improvement of enterprise service workflows within the ServiceNow platform.
Scope/Supervision and Interaction
Has Direct Reports
Works with Group and Division staff. Supervises technical resource managers, project leaders, and technical analysts. Supports working relationships with vendors and Parker locations.
Responsibilities
Essential Functions
Platform & Service Ownership
Deliver the end-to-end ServiceNow platform strategy, roadmap, and execution across ITSM and enterprise use cases.
Ensure the platform is stable, scalable, secure, and aligned with organizational priorities.
Serve as the primary point of accountability for ServiceNow services and technical platform operations.
ITSM & Enterprise Service Delivery
Oversee ITSM services including Incident, Problem, Change, Request, Knowledge, CMDB / CSDM, and Asset Management.
Ensure service workflows meet SLAs, compliance requirements, and business outcomes.
Partner with business stakeholders to identify new service enablement opportunities.
Platform Technical Services
Lead the ServiceNow technical team responsible for:
Application development and enhancements
Integrations with enterprise systems (HR, IAM, ERP, monitoring, etc.)
Upgrade planning, testing, and deployment execution
Data quality, CMDB health, and automation enablement
Governance, Security & Compliance
Establish platform governance standards, development lifecycle processes, and release management practices.
Ensure integrations, access controls, and data handling meet security and compliance requirements.
Partner with IAM, Security, and Risk teams to ensure alignment with enterprise policies.
Delivery & Operational Excellence
Ensure all ServiceNow deployments are delivered on time, within scope, and are operationally sustainable.
Maintain platform performance, availability, and reliability through proactive monitoring and continuous improvement.
Oversee backlog management, demand intake, and prioritization across IT and business units.
Leadership & Collaboration
Lead, mentor, and develop a team of ServiceNow platform engineers, developers, and ITSM process owners.
Collaborate closely with Infrastructure, Security, IAM, HR, Finance, and other enterprise teams.
Manage vendor relationships and ServiceNow partners to ensure value realization.
Qualifications
Required Qualifications
University Degree (or international equivalent)
10+ years of experience in IT Service Management, ServiceNow platform leadership, or enterprise systems management.
3+ years managing technical teams supporting enterprise platforms.
Deep understanding of ITSM processes and ServiceNow core applications.
Experience managing platform governance, system integrations, and enterprise deployments.
Proven ability to align technology platforms to business strategy.
Proven experience in leading and managing teams, with excellent interpersonal and communication skills.
Ability to work collaboratively across departments and influence stakeholders at all levels.
Strong analytical and problem-solving skills, with a keen attention to detail.
Professionalism: Excellence, timeliness, and completeness

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