Senior Manager, ServiceNow Technology (777)

Job Purpose

Serve as the sole technical authority and platform owner for ServiceNow within SOPC's Shared Services Center, governing the greenfield implementation of ServiceNow as a cornerstone digital platform. This role will provide technical leadership and vendor governance to establish ServiceNow as the unified service management platform, ensuring architectural excellence and successful platform adoption through a phased implementation approach.

Key Accountabilities

Generic Accountabilities

Leadership

• Lead as the single point of technical authority for all ServiceNow platform decisions and architectural standards
• Provide technical leadership to implementation partners and ensure adherence to established standards
• Drive platform adoption across sports federations through technical excellence and stakeholder engagement
  
  

Strategy & Planning

• Develop and maintain ServiceNow platform roadmap aligned with SOPC's digital transformation strategy
• Define a phased implementation approach for ServiceNow platform
  
  

Policies, Systems, and Procedures

• Establish ServiceNow technical standards, governance frameworks, and best practices for the platform
• Define configuration management, change control, and release management processes
• Ensure compliance with security, data governance, and architectural policies
  
  

Job Specific Accountabilities

Technical Governance & Architecture

• Design and approve the ServiceNow technical architecture for a shared services model
• Make independent architectural decisions ensuring platform scalability, security, and maintainability
• Review and approve/reject all technical designs, configurations, and deliverables from implementation partners
• Establish technical standards for configuration, customization, and development practices
• Ensure platform architecture readiness for future SAP ecosystem integration
  
  

Vendor Management & Quality Assurance

• Govern implementation partner deliverables
• Conduct detailed technical reviews of all configurations, customizations, and integration designs
• Ensure comprehensive knowledge transfer from vendors through documentation, training, and handover sessions
• Participate in vendor selection process for future implementation phases
• Monitor vendor performance against technical standards, quality metrics, and delivery timelines
• Validate that all implementations align with SOPC's enterprise architecture and technical standards
  
  

Platform Ownership & Strategy

• Own the successful rollout of foundational ServiceNow modules including ITSM, ITAM, ITOM Discovery, and SPM
• Establish ServiceNow Center of Excellence practices and operational standards
• Provide deep subject matter expertise across ServiceNow modules including ITSM, ITAM, ESM, ITOM, SPM, CMDB, and integration capabilities
• Stay current with ServiceNow product releases, innovations, and roadmap implications
  
  

Stakeholder Collaboration

• Partner with SAP CoE Lead to plan future integration points and ensure architectural alignment
• Collaborate with ITSM process consultants to ensure robust service management processes are in place
• Report to Head of Digital Transformation on platform progress, strategic decisions, and risk management
• Coordinate with Infrastructure, Security, and other technology teams for platform dependencies