ServiceNow Platform Operations Manager

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact — from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

The ServiceNow Platform Operations Manager reports to the Senior Platform Manager - Service Now. You will be a critical leadership role in the daily operations and long‑term health of SNHU's enterprise ServiceNow platform. You will serve as the operational bridge between internal stakeholders, development teams, and external partners to ensure efficient intake, prioritization, and execution of platform work, while also overseeing and developing the ServiceNow Operations team.

You will manage core platform workflows and operational demand, this role is responsible for people leadership, including coaching, career development, performance management, and annual reviews, as well as providing additional support to ensure team success. In partnership with platform and IT leadership, the Manager supports strategic planning, resource agreement, and process improvement, maintaining high standards for operational performance, agility, and platform governance. We are looking for strong leadership in workflow coordination, vendor collaboration, and cross‑team communication, along with a proactive, solution‑focused approach to strengthening both platform operations and team capability across the ServiceNow ecosystem.

You will work 100% remotely from any of our approved states. #LI-Remote

What You'll Do:

• Provide direct leadership and oversight to the ServiceNow Platform Operations team, including administrators, and operational support staff.
• Set clear performance expectations, conduct regular coaching and feedback, and support the professional growth of team members.
• Lead career development planning, skill‑building programs, and cross‑training to strengthen team capability and resilience.
• Conduct annual performance reviews, contribute to goal setting, and partner with leadership on development planning.
• Identify capacity gaps or performance challenges and provide additional support, mentoring, or corrective action where needed.
• Foster a collaborative, inclusive, and accountable team culture aligned with university values and IT service standards.
• Be a primary operational lead for the ServiceNow platform's core functionality, ensuring execution of daily processes.
• Oversee ticket triage, classification, and resolution across the ServiceNow request, incident, and enhancement queues.
• Conduct ongoing SLA monitoring, performance reporting, and ticket aging analysis to maintain service standards.
• Act as escalation point for complex issues and coordinate with internal and external support teams to lead resolution.
• Manage the end-to-end intake process for platform work requests, from initial business engagement through assignment and execution.
• Collaborate with business units and technical teams to translate stakeholder needs into actionable backlog items.
• Ensure prioritization processes are aligned with university goals, capacity constraints, and platform strategy.
• Partner with leadership to track demand trends and surface important insights to inform resource planning.
• Lead daily SCRUMs and sprint planning meetings, facilitating Agile best practices across the platform operations team.
• Maintain visibility into work in progress, identifying blockers and ensuring understanding on deliverables and timelines.
• Coordinate with developers, administrators, and analysts to balance workloads, manage dependencies, and ensure high-quality execution.
• Support backlog grooming and internal prioritization according to team capacity and our priorities.
• Manage operational schedules for cloning, patching, and other platform maintenance cycles, including communication with impacted teams.
• Support user acceptance testing (UAT) for platform upgrades and major releases, including planning, documentation, and issue tracking.
• Ensure communication between platform users, business SMEs, and developers to ensure readiness for upcoming changes.
• Identify opportunities to reduce manual overhead through automation, standardization, and tooling improvements.
• Promote operational consistency by documenting recurring processes, workflows, and standard operating procedures.
• Partner with platform leadership to evaluate current practices, recommend enhancements, and implement best practices that improve reliability and efficiency.
• Be a operational liaison between internal partners and third-party vendors or Managed Service Providers (MSP).
• Monitor and manage vendor performance, coordinate enhancement cycles, and ensure agreement on contract expectations.
• Communicate platform updates, priorities, and issues to team members and leadership in a timely and professional manner.
• Support vendor onboarding, documentation, and knowledge transfer for external resources.
• Other responsibilities as assigned.

What We're Looking For:

• 5+ years of experience with the ServiceNow platform in a operations, administration, technical or delivery-focused capacity.
• Bachelor's degree in Information Technology, Computer Science, Business, or a related field.
• Experience leading or managing teams, including performance management, coaching, and professional development.
• Experience managing platform operations, including work intake, ticket management, and coordination with internal and external teams.
• Experience with ServiceNow modules such as Incident, Request, Change, Knowledge, and Agile Development.
• Experience with the ServiceNow platform's core capabilities, architecture, and administration best practices.
• Experience with Agile methodologies, including backlog management, sprint planning, and SCRUM facilitation.

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you’re exceptional)

You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources