Description
We are seeking an experienced Service Now Manager to lead and evolve our Service Now 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 Service Now platform.
We are seeking an experienced Service Now Manager to lead and evolve our Service Now 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 Service Now platform.
The successful candidate will lead a distributed team of Service Now professionals, drive platform governance and roadmap planning, oversee service delivery performance, and provide architectural guidance across Service Now initiatives. This position requires strong Service Now 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 Service Now 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 Service Now roadmap, including annual and monthly platform planning, release adoption, and capability maturity.
Lead platform modernization efforts and support the evolution of Service Now toward more customer-facing capabilities.
Balance strategic initiatives with ongoing Keep-the-Lights-On (KTLO) operational activities.
Provide architectural direction and technical oversight across Service Now programs and initiatives.
Review solution designs, integrations, workflows, and platform configurations to ensure alignment with Service Now 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 solid relationships with business leaders and stakeholders to understand priorities, challenges, and emerging needs.
Manage vendor and partner relationships, including delivery quality, performance, knowledge

📌 Servicenow manager (Kelowna)
🏢 Ledcor
📍 Kelowna