Senior Manager, Enterprise ServiceNow Platform at AECOM — NeverHard

Job Description AECOM Information Technology is seeking a Senior Manager, Enterprise ServiceNow Platform, to lead, own, and evolve our global ServiceNow ecosystem that supports enterprise workflow automation, digital operations, and employee services at scale. This leader will serve as the global platform owner for ServiceNow, responsible for platform strategy, governance, roadmap execution, demand management, and continuous improvement. This role is focused on advancing ServiceNow as a strategic enterprise capability — not simply managing operational support or teams that use the tool. The ideal candidate has experience owning a large-scale ServiceNow environment, partnering with business leaders, leading delivery teams and vendors, and creating scalable solutions that improve automation, user experience, and business outcomes. This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based from either Houston or Dallas, TX. Key Responsibilities Enterprise Platform Ownership & Strategy Own the global ServiceNow platform roadmap, governance model, standards, and long-term maturity strategy, and continuously evolve the ServiceNow operating model to ensure scalable governance, delivery consistency, and operational transparency. Define how ServiceNow capabilities are prioritized, delivered, adopted, and continuously improved across the enterprise. Partner with IT, HR, Finance, Security, Operations, and other business groups to translate business needs into scalable platform solutions and facilitate governance forums that align priorities and proactively manage risk. Governance, Delivery & Continuous Improvement Lead the ServiceNow demand intake process, backlog prioritization, enhancement delivery, release planning, and platform lifecycle management, ensuring predictable delivery outcomes through disciplined Agile planning, capacity management, and execution, with accountability for enforcing governance standards and intake discipline. Establish scalable processes around development standards, SDLC practices, integrations, upgrades, and platform health, ensuring only approved and prioritized work enters execution pipelines. Drive adoption of ServiceNow best practices to maximize out-of-the-box capabilities while reducing unnecessary customization and technical debt. Team & Partner Leadership Lead and develop ServiceNow platform teams, including internal resources and external implementation/MSP partners. Manage vendor accountability across delivery quality, timelines, technical standards, business outcomes, and predictable execution. Build a culture focused on ownership, operational excellence, and continuous improvement. Automation & Innovation Identify opportunities to expand ServiceNow capabilities through workflow automation, self-service, AI, and improved user experiences. Lead initiatives leveraging modern ServiceNow capabilities, including Now Assist, AI-enabled workflows, and enterprise automation.