ServiceNow Manager

We are seeking an experienced ServiceNow Manager to lead and evolve our ServiceNow practice within the Enterprise Service Enablement portfolio. This role combines people leadership platform strategy technical oversight and stakeholder management to ensure the continued growth stability and maturity of the ServiceNow platform.

The successful candidate will lead a distributed team of ServiceNow professionals drive platform governance and roadmap planning oversee service delivery performance and provide architectural guidance across ServiceNow initiatives. This position requires strong ServiceNow expertise the ability to influence technical direction and a customer-focused mindset that enables business value through scalable platform solutions and continuous improvement.

Essential Responsibilities:

• Lead and manage a team of ServiceNow professionals while fostering a high-performance culture through coaching mentorship and career development.
• Monitor and report on key service metrics including service health backlog aging SLA/OLA performance delivery throughput and stakeholder satisfaction.
• Own and maintain the ServiceNow roadmap including annual and monthly platform planning release adoption and capability maturity.
• Lead platform modernization efforts and support the evolution of ServiceNow toward more customer-facing capabilities.
• Balance strategic initiatives with ongoing Keep-the-Lights-On (KTLO) operational activities.
• Provide architectural direction and technical oversight across ServiceNow programs and initiatives.
• Review solution designs integrations workflows and platform configurations to ensure alignment with ServiceNow best practices.
• Partner with architects and technical leads to maintain platform integrity scalability and performance.
• Establish and maintain platform standards architecture guardrails security controls risk management practices and governance frameworks.
• Build strong relationships with business leaders and stakeholders to understand priorities challenges and emerging needs.
• Manage vendor and partner relationships including delivery quality performance knowledge transfer contracts and billing oversight.

Qualifications:

• Bachelors degree in Information Systems Computer Science Business Administration or a related field.
• 5 years of people leadership experience managing technical teams.
• 5 - 10 years of experience working with ServiceNow capabilities including Service Portal Service Catalog Virtual Agent Workspace configurations.
• 4 years of combined experience with workflow automation process design and optimization agentic AI solutions within ServiceNow or related platforms such as Microsoft 365.
• Demonstrated experience leading enterprise SaaS platforms and driving service maturity initiatives.
• Experience working with business stakeholders technology teams and external vendors in a complex enterprise environment.
• Certifications such as ServiceNow Certified System Administrator (CSA) ServiceNow Certified Implementation Specialist (CIS) ITIL v4 Foundation Certified ScrumMaster (CSM) Agile certification and/or Project Management Professional (PMP) are highly desired.
• Deep understanding of ServiceNow architecture platform capabilities and governance best practices.
• Strong leadership coaching and stakeholder management skills.
• Excellent communication and relationship-building skills.
• Experience managing platform performance service metrics and continuous improvement programs.
• Knowledge of security compliance risk management and enterprise architecture principles.

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Additional Information

The Ledcor Group of Companies is one of North Americas most diversified construction companies. Ledcor is a company built on a rich history of long-standing project successes.

Our workplace culture has been recognized as one of Canadas Best Diversity Employers Canadas Most Admired Corporate Cultures and a Top 100 Inspiring Workplace in North America.

Our competitive total rewards package provides compensation and benefits that support your physical mental and financial wellbeing. We offer exciting challenging work with opportunities to develop your skills and knowledge.

Employment Equity

At Ledcor we believe diversity equity and inclusion should be part of everything we do. We are proud to be an equal-opportunity employer. All qualified individuals regardless of race color religion sex national origin sexual orientation age citizenship marital status disability gender identity Veteran status or any other identifying characteristic are encouraged to apply.

Our True Blue team consists of individuals from all backgrounds who contribute diverse perspectives and experiences to Ledcor. We are committed to continuing to build on our culture of empowerment inclusion and belonging.

Adjustments will be provided in all parts of our hiring process. Applicants need to make their needs known in advance by submitting a request via email . For more information about Ledcors Inclusion and Diversity initiatives please visit our I&D page .

Required Experience:

Manager