SERVICENOW MANAGER (HYBRID)
iTRTech Group · Porto, PI, BR
#### **SERVICENOW MANAGER (HYBRID PORTO)** Portuguese company hires for hybrid position Location: Matosinhos, Porto — only candidates living in the districts of Porto, Braga or Aveiro * ️ Only candidates already based in Portugal will be considered Work Model: Hybrid — 2–3 days onsite per week ️ Language Requirements: Fluent English mandatory Seniority: Senior (8\+ years in IT, including 5\+ years with ServiceNow and 3\+ years managing technical teams or a competence center) Rate Between €3500 – 3800/month before taxes (**benefits:** Meal allowance, health insurance and additional benefits) * ️ Instructions: Please send your CV in English and make sure to include all skills and experience that match the requirements of the opportunity. This will significantly increase your chances of success. #### **Role Summary:** The ServiceNow Manager leads the Competence Center and is accountable for the strategy, governance, and overall performance of the ServiceNow platform and the team that runs it. He sets the direction and standards for the platform and makes sure business priorities become delivered value. He is accountable for releases, change approvals, platform upgrades, and performance reporting. He manages and develops the team, removes obstacles, and is the main contact for senior stakeholders, vendors, and other IT and business leaders. Day\-to\-day delivery is delegated to the role owners, and he steps in on decisions that carry significant risk, cost, or business impact. #### **Key Responsibilities:** * Strategy and platform vision * Define and maintain the ServiceNow vision, roadmap, and target operating model, in line with business and IT strategy * Decide which modules and new capabilities (including Now Assist and AI) are adopted, and in what order * Promote platform adoption and reuse of existing capabilities across the organization * Keep the platform aligned with ServiceNow standards, enterprise architecture, and corporate rules * Governance and decision making * Own the governance framework: standards, policies, processes, and decision rights (including the RACI) * Give final approval for releases, after confirming testing, business sign\-off, and readiness * Take final accountability for change management / CAB decisions, balancing risk, timing, and business impact * Approve the plan and timing of platform upgrades and make sure they cause minimal disruption * Oversee security, compliance, and audit requirements for the platform * Act as escalation point for conflicts between priorities, resources, or technical approaches * Performance, reporting, and continuous improvement * Define the KPIs for the platform and the team (delivery, quality, SLAs, stability, adoption, user satisfaction) * Own reporting and metrics, and present results and trends to senior management * Review the outcomes of incidents, releases, and upgrades, and drive lessons learned and improvement actions * Sponsor the reduction of technical debt and the optimization of customizations * Delivery oversight * Lead and sustain the Agile way of working across the team: define and maintain ticket handling rules, sprint cadence, and backlog practices, and coach the team on adoption * Make sure sprint and release commitments match business priorities and available capacity * Provide input on backlog prioritization when strategic trade\-offs are needed * Monitor delivery, quality, and risks without taking over day\-to\-day execution * Supervise data governance and CMDB strategy with the Dev Lead and the team * People management and team development * Lead, coach, and evaluate the team, and define roles, responsibilities, and objectives * Recruit, onboard, and develop talent, and plan skills, certifications, and succession * Manage workload, capacity, and resourcing (internal and external) * Build a collaborative, high\-performing culture and promote knowledge sharing and ownership * Stakeholder, vendor, and financial management * Build strong relationships with business leaders, process owners, and other IT teams, and manage expectations * Communicate the roadmap, status, risks, and results to stakeholders * Manage budget, licensing, and contracts, and optimize platform costs * Manage the relationship with ServiceNow and with implementation partners or external providers * Risk and continuity * Identify and manage risks related to platform stability, security, dependencies, and key\-person reliance * Make sure backup, disaster recovery, and business continuity practices are in place and tested * Make sure incident and request handling meets the agreed service levels #### **Required Skills and Qualifications:** * 8\+ years in IT, with 5\+ years of hands\-on or functional ServiceNow experience, including both ITSM and HRSD * 3\+ years leading and developing technical teams or a competence center * Solid knowledge of Agile methodology (Scrum/Kanban): backlog management, user stories, sprint planning, reviews, and retrospectives, with exper