• Provide day-to-day leadership of ServiceNow platform operations • Oversee configuration, development, integration, and support of ServiceNow modules including but not limited to: IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Configuration Management Database (CMDB), HR Service Delivery (HRSD), Knowledge Management • Ensure platform design aligns with best practices, scalability standards, and ServiceNow architectural guidelines. • Review and approve development, configuration, and integration work to ensure proper analysis, testing, documentation, and quality assurance standards are met. • Lead CAB participation, reviewing and approving platform-related changes to ensure reliability and compliance with change management processes. • Leverage ServiceNow dashboards, reporting, resource management, and analytics capabilities to monitor performance and drive continuous improvement. • Serve as an escalation point of contact • Monitor and communicate potential Severity 1 incidents to leadership. • Ensure SLAs, KPIs, and ITIL service metrics are consistently achieved. • Lead a team of ServiceNow Analysts and Developers • Manage workload distribution, ticket assignments, resource allocation, and project execution to maintain peak team performance. • Remove impediments • Manage schedules, on-call rotations, time-off approvals, and payroll sign-off (UKG). • Participate in hiring, onboarding, performance evaluations, and corrective action processes. • Maintain a skills matrix and oversee career ladder progression for team members. • Conduct bi-monthly one-on-ones to support development goals and professional growth. • Define, review, and implement tactical processes to improve ServiceNow service delivery and team efficiency. • Identify skill gaps and coordinate targeted training and certifications. • Enforce ITIL best practices, governance standards, and enterprise policies. • Prepare executive-level reports including service metrics, platform health dashboards, project status updates, and operational summaries. • Champion a customer-first service mindset, ensuring high-quality support and operational excellence. Promote organizational mission, values, and ethical standards across all team interactions.