Technical Manager, ServiceNow

Ready to lead the ServiceNow platform for a global technology organization? Thomson Reuters informs the way forward for the world’s most respected professionals in law, tax, accounting, compliance, and the press. ServiceNow is one of the core platforms our Technology organization uses to deliver reliable, intelligent service management at scale .

We’re hiring a Technical Manager, ServiceNow Platform to lead the engineering, delivery, and operations of our enterprise ServiceNow platform within the CIO Segment’s Service Management & Transformation group. This is a hands-on leadership role for someone who can own the roadmap, lead high-performing development and technical teams, modernize how we work with embedded AI, and partner closely with ServiceNow and our delivery vendors to get the most value from the platform.

About the Role

In this opportunity as Technical Manager, ServiceNow Platform, you will:

Own the platform roadmap: Define and drive the ServiceNow platform strategy, roadmap, governance, and technical standards, making key decisions on capabilities, upgrades, and investments, and aligning delivery with enterprise architecture and business priorities.

Lead development and technical teams: Manage and mentor development, administration, and L2/L3 support teams; drive resource planning, prioritization, and performance management; and build an accountable, high-performing, continuously upskilling team.

Champion new ways of working with AI: Lead adoption of NowAssist and generative and agentic AI across the platform, including incident and change summarization, resolution-note and knowledge generation, Virtual Agent, AI Search, and automated triage, embedding AI-driven, automation-first ways of working that lift productivity and reduce mean time to resolution.

Drive engineering excellence: Own the end-to-end development lifecycle (design → build → test → release), enforce coding standards and design governance, and accelerate delivery through Flow Designer, IntegrationHub , Studio, and REST APIs.

Manage vendors and partners: Act as the primary technical owner for the ServiceNow relationship and implementation partners, managing scope, quality, licensing and “assist” consumption, and value realization while holding vendors to delivery and outcome commitments.

Run a healthy, reliable platform: Own platform availability, incident/problem/change management, SLA adherence, and multi-instance and release governance (Dev, QA, UAT, Prod), including upgrades, patching, clone strategy, and rollback readiness.

Engage stakeholders and govern: Partner with business and IT leadership to align demand with capacity, communicate roadmap, risks, status, and platform KPIs, and enforce security controls, role-based access, audit, and SDLC compliance.

About You

You’re a fit for the role of Technical Manager, ServiceNow Platform if your background includes:

10+ years of overall IT experience, with 5+ years of ServiceNow platform experience in a leadership , engineering-management , or platform-owner capacity.

Proven experience leading enterprise-scale ServiceNow implementations and platform operations, managing both development delivery and BAU support.

Platform depth: Strong command of ServiceNow platform architecture and governance, development lifecycle and release management, and incident/problem/change management (ITSM/ITOM/CMDB experience preferred).

Hands-on technical skill : JavaScript and Glide APIs, Flow Designer, IntegrationHub , REST/SOAP integrations, MID Server, and multi-instance environment and upgrade management.

AI and automation fluency: Practical experience (or strong working knowledge) of NowAssist , Virtual Agent, AI Search, and AIOps, and a track record of using automation to change how teams work.

Leadership and influence: Demonstrated success building and managing technical teams, managing vendors and delivery partners, and engaging senior stakeholders in an Agile/Scrum delivery model.

Certifications (preferred): ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD); Implementation Specialist certifications (ITSM / ITOM / HRSD / CSM as applicable); Certified Technical Architect (CTA) highly desirable.

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What’s in it For You?

Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected. Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

About Us

Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.

We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here .

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