Senior Manager of Technology Services - ServiceNow

About this role

Senior Manager of Technology Services – ServiceNow | United States | Remote Pax8 is hiring a Senior Manager of Technology Services – ServiceNow in the United States to lead the future of enterprise service management, platform innovation, and AI-powered operational excellence across our global technology organisation.

Shape the Future of Service Delivery This is a rare opportunity to own the strategic direction of a business-critical platform while building and developing a high-performing engineering team. You'll help define how technology services operate at scale, influence enterprise priorities, and accelerate Pax8’s AI journey through intelligent automation, modern service experiences, and data-driven decision making. As technology continues to evolve at pace, you'll be at the forefront of bringing together people, process, platform, and AI to create exceptional experiences for employees and stakeholders across the business.

Join a Business Built for Innovation At Pax8, we're transforming how technology is delivered, consumed, and supported across the globe. We embrace innovation, encourage curiosity, and invest heavily in the future of AI-powered operations. Learn more about our culture, growth, and impact through our About page and US Newsroom, where you'll discover how we're helping shape the future of cloud commerce and intelligent service delivery.

How You'll Make an Impact 🧭 Lead Strategy & Build Exceptional Teams • Develop and execute the long-term vision for ServiceNow across Technology Services. • Build, mentor, and inspire a high-performing team of platform specialists and technical leaders. • Create an environment where innovation, accountability, and continuous learning thrive. • Champion responsible AI adoption and empower teams to embrace emerging technologies.

⚡ Elevate Operational Excellence • Use operational insights, KPIs, and predictive analytics to continuously improve service quality. • Drive performance through measurable outcomes and clear service objectives. • Anticipate challenges before they become risks and coordinate effective solutions across teams. • Establish reporting frameworks that provide visibility into platform health, performance, and customer experience.

🛡️ Strengthen Reliability & Service Delivery • Oversee critical service management processes that ensure secure, resilient, and reliable operations. • Support enterprise-wide readiness for major initiatives, changes, and incidents. • Promote operational maturity through governance, continual improvement, and best practices. • Lead adoption of intelligent monitoring, diagnostics, and automation capabilities.

🤖 Drive Automation & AI Transformation • Identify opportunities to simplify processes and reduce manual effort through automation. • Sponsor innovative AI initiatives that improve efficiency and decision-making. • Balance short-term delivery needs with long-term platform sustainability. • Help shape the future of AI-enabled service delivery across Pax8.

🤝 Partner Across the Business • Collaborate with Product, Architecture, Security, Workplace Experience, and business leaders to align priorities. • Influence roadmaps and investment decisions through operational expertise and platform insights. • Serve as a trusted advisor on ServiceNow capabilities, enterprise service management, and operational strategy.

🔷 Own the ServiceNow Platform • Define and govern platform standards, configuration practices, and roadmap priorities. • Ensure a seamless and consistent employee experience across service management workflows. • Lead platform upgrades, lifecycle planning, licensing strategy, and governance initiatives. • Drive adoption of self-service capabilities that improve efficiency and customer satisfaction.

The Difference You'll Make Your leadership will directly influence how thousands of technology interactions are delivered across Pax8. You'll help create a faster, smarter, and more intelligent service organization while enabling teams across the business to work more effectively through automation, AI, and modern service management practices. You'll Thrive Here If You... • Bring substantial experience leading technical teams within enterprise technology environments. • Have demonstrated success developing managers, engineers, and future leaders. • Understand how to translate platform strategy into meaningful business outcomes. • Have proven expertise supporting and evolving enterprise ServiceNow environments. • Can confidently balance operational excellence, people leadership, and strategic planning. • Enjoy collaborating across diverse stakeholder groups and influencing senior leaders. • Have experience guiding service delivery organizations through transformation and change. • Are passionate about leveraging automation, AI, and modern technology to solve complex challenges. • Value continuous improvement and enjoy building systems, teams, and processes that scale. • Are comfortable communicating complex concepts clearly to both technical and non-technical audiences. • Hold a bachelor's degree in a related field or equivalent practical experience. • ServiceNow Certified System Administrator, ITIL, PMP, or similar certifications are highly valued.

Trust, Transparency & Responsible Hiring At Pax8, we care deeply about building genuine, trust based relationships — starting with how we hire. To protect our business, our teams, and our customers, we use a range of measures throughout the recruitment process to help confirm authenticity and prevent fraud. These safeguards are designed to be fair, respectful, and proportionate, and may evolve as risks change. By applying, you acknowledge that we take steps to verify identity and representation during hiring. If you're applying as your authentic self, you have nothing to worry about — we're excited to meet you. We also use thoughtfully applied AI-enabled tools to support our hiring process. These tools

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