Manager II – ServiceNow

About the job

The Manager II, ServiceNow Product & Delivery is a strategic leader responsible for driving the vision, roadmap, execution, and continuous evolution of the ServiceNow platform. This role bridges business strategy and technology delivery, ensuring the platform delivers measurable business value, exceptional user experiences, and operational excellence.

The successful candidate will lead cross-functional teams, champion agile delivery practices, own product strategy and prioritization, and serve as the primary liaison between business stakeholders, customers, and development teams. This leader will be accountable for translating organizational objectives into actionable product plans, managing large-scale initiatives, and fostering a high-performing, customer-centric culture.

Responsibilities

• Lead, coach, and develop a high-performing team of product owners, business analysts, project managers, scrum masters, and ServiceNow professionals.
• Build a culture of accountability, collaboration, innovation, and continuous improvement.
• Establish clear performance expectations, career development plans, and succession strategies.
• Attract, retain, and mentor top talent while fostering employee engagement and professional growth.
• Promote agile mindsets and servant leadership principles across the organization.
• Serve as a senior product leader for the ServiceNow platform, participating in the long-term product vision and strategic direction.
• Define and manage the ServiceNow product roadmap aligned to enterprise goals, business priorities, and customer needs.
• Establish product governance, prioritization frameworks, and investment strategies.
• Balance technical debt, platform sustainability, compliance requirements, and business demand.
• Drive adoption of new ServiceNow capabilities and emerging technologies to maximize business value.
• Act as a champion for customer and end-user needs across all ServiceNow products and services.
• Establish mechanisms to gather, analyze, and prioritize customer feedback and insights.
• Translate customer pain points into product enhancements and strategic initiatives.
• Measure customer satisfaction, user adoption, and business outcomes to continuously improve platform experience.
• Ensure all roadmap decisions are guided by customer value and measurable impact.
• Develop and communicate a compelling platform vision that aligns with organizational strategy.
• Create and maintain multi-year roadmaps that balance strategic investments with tactical delivery needs.
• Partner with executive leadership to identify opportunities for digital transformation and process optimization.
• Evaluate market trends, industry best practices, and platform capabilities to inform future direction.
• Establish clear success metrics and outcomes for roadmap initiatives.
• Serve as a liaison between business leaders, operational teams, technology organizations, and executive stakeholders.
• Build strong relationships across the enterprise to understand business objectives and align platform investments.
• Facilitate strategic planning, prioritization sessions, and executive governance forums.
• Present roadmap updates, delivery progress, risks, and business outcomes to senior leadership.
• Influence decisions through data-driven recommendations and
• Oversee the successful delivery of complex ServiceNow programs and projects from ideation through implementation.
• Ensure initiatives are delivered on time, within scope, budget, and quality expectations.
• Manage dependencies across multiple teams and business functions.
• Establish delivery governance, risk management, resource planning, and reporting processes.
• Drive execution excellence while maintaining alignment to strategic objectives.
• Champion Agile, Scrum, and product-centric delivery methodologies.
• Lead quarterly and annual planning activities, including backlog prioritization and capacity planning.
• Foster a culture of iterative delivery, continuous feedback, and continuous improvement.
• Ensure teams are focused on delivering customer value, measurable outcomes, and business results.
• Monitor delivery metrics and proactively address impediments to execution.
• Translate business strategy into executable product and technology initiatives.
• Partner closely with engineering, architecture, and platform teams to define solutions that balance business needs with technical feasibility.
• Ensure development teams understand strategic objectives and business priorities.
• Facilitate clear communication between technical and non-technical stakeholders.
• Drive decision-making that aligns platform investments with enterprise objectives.
• Establish platform governance standards, operating models, and best practices.
• Ensure compliance with security, audit, regulatory, and organizational requirements.
• Manage operational health, service performance, and platform reliability.
• Drive continuous improvement initiatives to increase efficiency, quality, and scalability.
• Measure and communicate platform performance using business and operational KPIs.

Qualifications

• 10+ years of experience leading technology products, enterprise platforms, or digital transformation initiatives.
• 5+ years of leadership experience managing managers, product teams, or large cross-functional organizations.
• Demonstrated experience leading ServiceNow platform strategy and delivery.
• Strong background in product management, project/program management, and Agile delivery methodologies.
• Proven experience influencing executive stakeholders and leading enterprise-scale initiatives.
• Experience managing competing priorities in complex matrixed organizations.

Desired Qualifications

• ServiceNow certifications (CSA, CIS, CAD, or Product Owner-related certifications).
• Agile, Scrum, PMP, SAFe, or equivalent certifications.
• Experience leading digital transformation or enterprise platform modernization efforts.
• Familiarity with ITSM, ITOM, HRSD, CSM, SPM, SecOps, or other ServiceNow modules.
• Strategic Leadership
• People Management & Coaching
• Product Ownership
• Roadmap Development
• Portfolio & Program Management
• Stakeholder Engagement
• Executive Communication
• Voice of the Customer
• Agile Delivery Leadership
• Financial & Resource Management
• Change Management
• Cross-Functional Collaboration
• Business Process Transformation
• Data-Driven Decision Making
• Execution Excellence

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 5510 Heritage Oaks Drive, Pensacola, FL 32526

About Us

Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

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Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team’s discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

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Additional Information

• Job Identification: 32985
• Job Category: Platform Engineering
• Posting Date: 2026-10-20
• Apply Before: 2026-11-04
• Job Schedule: Full time
• Locations: 5510 Heritage Oaks Dr, Pensacola, FL, 32526, US (Hybrid)
• Targeted Salary Range: Negotiable based on experience and qualifications.