Senior Manager, Service Delivery
3 weeks ago
Okta is seeking a seasoned Senior Manager, Service Management to lead our ServiceNow platform and team. As a key member of our Business Technology organization, you will drive clarity, collaboration, and accountability in everything we do.
About the RoleThis is a critical position that will play a key part in realizing our vision to accelerate the delivery of business outcomes across Okta. You will serve as the Product & Technology owner for the ServiceNow platform, leading a technical team focused on ServiceNow architecture, engineering, and operations.
Key Responsibilities- Define business capabilities, understand core requirements, design technical solutions, and manage ongoing support
- Manage and prioritize our backlog of work to ensure a clear roadmap for delivery, set and meet milestones, and balance work across our internal team and external implementation partners
- Serve as the IT product owner for the ServiceNow platform and partner cross-functionally to ensure systems integrate and operate as designed and intended to support global process execution
- Implement integrated and automated processes that drive efficiency and be audit-ready at all times, sustain knowledge continuity through documentation, cross-training, and vendor management
- Manage demand and drive execution of a portfolio of projects through effective prioritization, planning, vendor management, and oversight
- Develop, document, and maintain process, system, integration, and data architectures for the ServiceNow ecosystem
- As a people leader for a growing global team, you will be invested in the team's growth, help foster a strong sense of team culture, and inspire everyone to come together and do their best work
- Build and maintain strong relationships with business partners across Okta who depend on the ServiceNow platform for current and future capabilities
- Have your pulse on industry best practices and be our compass and guide on a journey to an industry-leading use of ServiceNow's enterprise capabilities
- This role involves driving the evolution of the ServiceNow environment, managing the core platform team, and overseeing all technical and strategic governance
- The ideal candidate will continuously evaluate and integrate the latest platform features, maintain a capability view, and foster strong stakeholder relationships to deliver top-tier customer satisfaction
- 12+ years of proven experience as an IT product owner leading a ServiceNow development team with a track record of continued growth and responsibilities
- 10+ years of progressively increasing responsibility in IT applications with a minimum of 2 years partnering and working with multiple business functions on the implementation of new capabilities enabled by IT
- 3+ ServiceNow certifications highlighting areas of expertise and focus for the platform
- Strong business acumen along with proven collaboration and facilitation skills
- Extensive business system analysis skills and strong experience with system development lifecycle methodologies (e.g., Agile, Waterfall)
- The ability and willingness to roll up sleeves as needed to ensure group success
- Experience in change management and influencing across complex areas such as process design, tradeoffs in systems, scaling programs through company life stages, etc.
- Proven track record of influencing, leading, and facilitating initiatives with multiple senior stakeholders
- Previous product management or product ownership experience as a technical lead, technical manager, or technology owner
- Vendor management and SaaS software experience
- Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
- Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
- Develops Talent: Developing people to meet both their career goals and the organization's goals.
- Drives Results: Consistently achieving results, even under tough circumstances.
- Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
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