ServiceNow Platform Manager - Strategy & Governance

We are the movers of the world and the makers of the future. We get up every day, roll up our sleeves, and build a better world—together. At Ford, we’re all a part of something bigger than ourselves. Are you ready to change the way the world moves?

Do you believe modern service-management platforms are essential to delivering reliable, efficient, and secure technology services? We do! Ford’s Enterprise Product Engineering & Operations organization depends on scalable platforms, disciplined governance, and strong cross-functional execution to improve employee experiences, reduce operational risk, and enable the business to move faster. That’s where Enterprise Technology makes an impact.

We are seeking an experienced EPEO Integration & Transformation Manager to lead ServiceNow strategy, governance, roadmap planning, demand management, and organizational planning activities. In this role, you will lead a team of professionals responsible for helping shape the future of Ford’s ServiceNow platform and ensuring platform capabilities are prioritized, sequenced, and delivered effectively.

This role requires a combination of ServiceNow platform knowledge, strategic planning, organizational leadership, business acumen, and delivery discipline. You will serve as a primary bridge between application teams, service teams, platform teams, implementation partners, and executive leadership to align demand, manage dependencies, strengthen governance, and enable successful execution of ServiceNow transformation initiatives.

ServiceNow Strategy, Roadmap & Platform Governance

• Contribute to and help shape the ServiceNow roadmap by synthesizing demand trends, pilot outcomes, stakeholder feedback, platform-health insights, and business priorities.
• Provide recommendations that inform broader ServiceNow platform strategy and investment decisions established by senior leadership.
• Lead executive-level governance routines, including roadmap reviews, prioritization discussions, decision forums, risk escalations, and strategic alignment sessions.
• Establish clear processes for evaluating platform demand against business value, technical feasibility, security, cost, resource capacity, data quality, platform stability, and long-term sustainability.
• Partner with the broader ServiceNow governance team to ensure decisions align with enterprise standards for platform health, security, service ownership, configuration management, and operational excellence.
• Support expansion into ServiceNow capabilities such as IT Operations Management, Configuration Management Database, IT Asset Management, Security Operations, automation, AI-enabled capabilities, employee experience, and related platform enhancements.
• Partner with ServiceNow technical leaders, platform teams, and external partners to evaluate future modules, integrations, capabilities, and platform modernization opportunities.

Demand Management & Delivery Coordination

• Own the intake, triage, prioritization, and distribution of new ServiceNow platform demand.
• Ensure stakeholders have clear visibility into demand status, prioritization decisions, delivery timing, dependencies, risks, and tradeoffs.
• Continuously refine demand-intake processes, prioritization methods, communication practices, and governance routines to improve transparency and delivery effectiveness.
• Serve as the primary connector between application teams, service teams, platform teams, enterprise program-management teams, vendors, and leadership.
• Lead organizational Program Increment planning activities, ensuring priorities, dependencies, capacity, objectives, and expected outcomes are clearly defined and aligned across teams.
• Partner with the enterprise Program Management team on large-scale ServiceNow initiatives by providing platform context, demand-side coordination, prioritization input, and stakeholder alignment.
• Directly lead planning, coordination, and execution for smaller-scope initiatives, and step into a program-lead capacity for larger efforts when program-management capacity is constrained.
• Identify, manage, and escalate risks, blockers, dependencies, and cross-team decisions that could affect delivery outcomes or platform health.

Team Leadership & Organizational Effectiveness

• Lead, coach, develop, and guide a team of three professionals supporting ServiceNow strategy, governance, roadmap planning, demand management, and organizational planning.
• Establish clear team priorities, roles, expectations, accountability mechanisms, and development opportunities.
• Foster an engaged, collaborative, and high-performing team environment focused on customer value, operational excellence, and continuous improvement.
• Support workforce planning, capability development, knowledge sharing, and succession planning within the team.
• Promote disciplined execution, transparency, ownership, and continuous learning across the ServiceNow organization.
• Build trusted relationships with stakeholders across Enterprise Technology, business teams, delivery partners, and executive leadership.

Transformation, Innovation & Continuous Improvement

• Identify opportunities to simplify processes, improve governance, reduce delivery friction, and strengthen the effectiveness of ServiceNow platform operations.
• Support adoption of automation, AI-enabled operations, agentic workflows, and emerging ServiceNow capabilities where they can improve service quality, productivity, employee experience, or risk management.
• Use demand, delivery, operational, and platform data to identify trends, improvement opportunities, and strategic priorities.
• Support the development of executive-level materials, roadmap narratives, investment recommendations, business cases, governance content, and transformation updates.
• Partner with internal technical leaders, ServiceNow partners, implementation providers, and managed-service providers to identify and apply leading practices.
• Ensure transformation initiatives are aligned with enterprise architecture, security, compliance, data-governance, and operational-support requirements.

We recognize that no one person will embody every single quality or skill listed below. If you are passionate about enterprise platforms, ServiceNow transformation, operational excellence, and leading teams through complex change, we encourage you to apply.

Education:

• Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, Management Information Systems, or a related discipline.
• Equivalent relevant experience may be considered.

Experience:

• Demonstrated experience supporting ServiceNow, enterprise platforms, IT Operations, service management, technology transformation, or related environments.
• Experience leading strategic technology initiatives, roadmap planning, demand management, governance, portfolio coordination, or organizational planning activities.
• Experience working across application teams, service teams, platform teams, vendors, program-management teams, and executive stakeholders.
• Experience with Agile planning, Program Increment planning, roadmap management, prioritization, risk management, and cross-functional delivery coordination.
• Experience leading governance routines, executive reviews, prioritization discussions, strategic planning sessions, and stakeholder communications.
• People-leadership experience, including coaching, performance support, priority setting, and team development.
• Experience independently leading planning, coordination, and execution for initiatives of varying scope and complexity.
• Strong business acumen, with the ability to connect platform capabilities to measurable outcomes, operational efficiency, risk reduction, employee experience, and enterprise value.

Required Technical Experience:

• Demonstrated working knowledge of ServiceNow, including IT Service Management capabilities, processes, and service-management practices.
• Strong technical acumen, including the ability to understand platform architecture, integrations, data models, system dependencies, operational processes, and platform constraints.
• Experience managing technology demand, evaluating requests, defining priorities, and balancing delivery needs with platform health, security, cost, capacity, and technical feasibility.
• Ability to translate complex technical topics, delivery risks, and platform dependencies into clear business impacts, decisions, and executive communications.
• Experience working with technology governance, platform governance, service ownership, process ownership, configuration management, and enterprise architecture concepts.
• Strong executive presence and ability to confidently present in leadership forums, respond to questions under pressure, and manage up when alignment on priorities or expectations is needed.
• Proven ability to influence without direct authority, resolve blockers, and build trusted relationships across diverse business and technology stakeholders.
• Strong written, verbal, presentation, facilitation, analytical, and problem-solving skills.

Preferred Experience:

• Experience with ServiceNow modules beyond ITSM, including ITOM, CMDB, ITAM, Security Operations, Enterprise Architecture, Strategic Portfolio Management, Employee Center, Now Assist, or related capabilities.
• Experience with AI-enabled operations, workflow automation, agentic workflows, or emerging ServiceNow AI technologies.
• Understanding of cybersecurity, vulnerability management, risk, compliance, data governance, or information-security considerations within an IT Operations environment.
• Experience working directly with ServiceNow, implementation partners, managed-service providers, or external consulting teams.
• Experience developing executive presentations, strategic governance materials, business cases, investment recommendations, and roadmap narratives.
• Familiarity with ITIL practices, service-management operating models, configuration management, and enterprise platform governance.
• Experience supporting large-scale enterprise transformations, platform modernization programs, or global technology implementations.

You may not check every box, or your experience may look a little different from what we've outlined, but if you think you can bring value to Ford Motor Company, we encourage you to apply!

As an established global company, we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe, or keep you close to home? Will your career be a deep dive into what you love, or a series of new teams and new skills? Will you be a leader, a changemaker, a technical expert, a culture builder…or all of the above? No matter what you choose, we offer a work life that works for you, including:

• Immediate medical, dental, and prescription drug coverage
• Flexible family care, parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Vehicle discount program for employees and family members, and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.

For a detailed look at our benefits, click here: Benefit Summary 

This position is a salary grade LL6.

This position is leadership level 6 and ranges from $115,500-$218,100.

* Please note: This position is hybrid (onsite four days per week) for candidates who are in commuting distance to a Ford hub location.

*Visa Sponsorship is not provided for this role*

Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.

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