Senior Manager, ServiceNow Platform & ITSM

Ideal Candidate Profile

You are a modern IT leader with deep ServiceNow expertise and a strong customercentric mindset. You balance handson technical depth with people and platform leadership enabling you to stabilize complex environments standardize processes and continuously improve service delivery at scale.

You have led ServiceNow platforms in large global and regulated environments and are comfortable operating through transition growth and M&A activity.

This role will be hybrid with 3 days per week in St. Louis.

Position Summary

The Senior Manager ServiceNow Platform & IT Service Management is the senior technical and operational authority for the ServiceNow platform. This role is accountable for platform health ITSM and CMDB maturity technical governance and delivery execution during a period of transformation.

You will lead platform administration upgrades integrations and the decommissioning of legacy systems as Focus continues to evolve toward a modern ServiceNow architecture. This role partners closely with ITSM infrastructure application asset security and business teams to ensure the platform delivers stable secure and compliant enterprise services.

Key Responsibilities

Platform Strategy Stability & Governance

• Own the overall health stability and technical integrity of the ServiceNow platform
• Lead platform governance security controls and standards enforcement across all ServiceNow capabilities
• Conduct platform health assessments and technical audits to identify risks gaps and remediation priorities
• Define currentstate and targetstate ServiceNow architecture aligned to enterprise standards and roadmap

ServiceNow Platform Management

• Oversee daytoday ServiceNow administration including users roles groups security ACLs and access controls
• Lead platform upgrades patching cloning and release validation across environments
• Ensure platform scalability performance availability and compliance in a regulated environment
• Direct troubleshooting and resolution of complex platform integration and data issues

Module & Capability Leadership

• Provide leadership and accountability across core ServiceNow modules including:
• ITSM
• CMDB / CSDM
• ITAM (HAM & SAM)
• ITOM
• SecOps
• Now Assist
• Ensure CMDB integrity through discovery service mapping reconciliation rules and governance practices
• Oversee IntegrationHub workflows REST/SOAP integrations MID Servers and enterprise system integrations (e.g. Microsoft Intune Azure SaaS platforms)

ITSM CMDB & Continuous Improvement

• Ensure ServiceNow aligns to CSDM 5 and ITIL v4aligned ITSM processes and enterprise servicemanagement best practices
• Identify performance bottlenecks technical debt and process inefficiencies; implement remediation strategies
• Define and track metrics to measure platform usage workflow efficiency service performance and operational health
• Drive continuous improvement through automation standardization and platform optimization

Leadership & Team Development

• Establish clear ownership operating models and skill development paths for the ServiceNow team
• Foster a culture of accountability collaboration technical excellence and customer focus
• Provide direct people leadership for the ServiceNow platform organization including managers architects developers administrators and CMDB resources.
• Own organizational design role definition capacity planning and skills development for the ServiceNow team.
• Manage team performance goalsetting coaching and career development ensuring strong engagement and retention.
• Establish succession planning and talent strategies to support platform growth and business scalability.
• Lead through change including organizational transitions operatingmodel shifts and mergers and acquisitions.

Delivery Collaboration & Execution

• Partner with ITSM infrastructure application asset and security teams on design impact analysis and rootcause analysis
• Support Agile delivery models (Scrum/Kanban) across design development testing deployment and postdeployment support
• Translate business and operational needs into executable ServiceNow solutions aligned to the roadmap and backlog

Vendor & Partner Ownership

• Serve as the primary executive owner for ServiceNow and strategic delivery partners including system integrators and managed service providers.
• Own vendor performance management contract governance SLA adherence and commercial negotiations.
• Drive accountability and outcomes from partners while ensuring alignment with enterprise standards and roadmap priorities.
• Assess vendor capabilities and recommend sourcing strategies to support platform maturity scalability and risk management.

Required Qualifications

• 10 years of enterprise ServiceNow experience
• 5 year ServiceNow platform ownership
• 5 years people leadership
• Proven experience leading ServiceNow platforms in large global environments
• Strong handson expertise in ServiceNow administration configuration and development
• Deep knowledge of ITSM CMDB ITAM ITOM and SecOps
• Demonstrated experience stabilizing and modernizing complex ServiceNow environments
• Strong understanding of ITIL v4 and CSDM
• Ability to read troubleshoot and guide remediation of JavaScript Business Rules Script Includes and integrations
• Experience supporting organizational transitions and mergers and acquisitions

Certifications & Technical Skills

Required:

• ServiceNow Certified System Administrator (CSA)
• ITIL v4 Foundation

Technical Expertise:

• Enterprise ServiceNow administration and CMDB ownership
• IntegrationHub REST/SOAP APIs MID Servers
• Flow Designer Business Rules Script Includes Scheduled Jobs
• JavaScript HTML CSS and ServiceNow configuration tools

Leadership & Soft Skills

• Strong analytical and problemsolving abilities
• Excellent written and verbal communication skills
• Ability to collaborate effectively with senior leadership and crossfunctional teams
• Strong organizational prioritization and execution skills
• Sound judgment and decisionmaking under pressure

#LI-KJ2

This position is an exempt position. The annualized base pay range for this role is expected to be between $120000- $150000 base salary compensation range. Actual base pay could vary based on factors including but not limited to experience subject matter expertise geographic location where work will be performed and the applicants skill set. The base pay is just one component of the total compensation package for employees. Other rewards may include an annual cash bonus and a comprehensive benefits package including but not limited to medical dental vision life and 401(k). Please note that the job title is subject to change based on the selected candidates experience and education.

About Focus Financial Partners

Focus is a leading financial services firm comprised of integrated wealth management family office and business management services. Blending deep expertise and expansive resources with a boutique client-first fiduciary philosophy Focus helps individuals families and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus visit follow the company onLinkedIn.

Focus is an equal opportunity employer and bases its employment decisions on the employee or candidates skillset and without regard to an employee or candidates race color religion sex (including pregnancy) gender identity sexual orientation national origin age disability genetic information veteran status or any other characteristic protected by local state and/or federal law.

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact .

The following language is for US based roles only

For California Applicants:Information on your California privacy rights can be found here

For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States a member of the Indiana National Guard or a member of a reserve component.

For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW AN EMPLOYER MAY NOT REQUIRE OR DEMAND AS A CONDITION OF EMPLOYMENT PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100.

For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability.

For Montana Applicants: If hired the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section.

For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the states workers compensation law. If you willfully provide false information about your ability to perform the essential functions of the job with or without reasonable accommodations you may be barred from filing a claim under the provisions of the Workers Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act.