ServiceNow Platform Manager

Responsibilities

• Lead the Team
• Directly manage a blended team of FTE and staff augmentation resources, including a TPM, administrators, and engineers
• Conduct regular 1:1s, provide coaching and performance feedback, and maintain documentation of development conversations
• Hold all team members accountable to delivery commitments, quality standards, and professional conduct regardless of employment type
• Identify skill gaps and support growth through training, mentorship, or role adjustment
• Drive Sprint Delivery & Engineering Excellence
• Facilitate sprint planning using Fibonacci estimation, run daily standups, and own the sprint board
• Track velocity at the team and individual level; use data to surface trends and inform commitments
• Manage mid-sprint scope changes, protecting team capacity and communicating impacts to stakeholders
• Conduct retrospectives and translate findings into actionable process improvements
• Ensure engineering standards for code quality, peer review, testing, and technical documentation
• Partner with architects and senior developers to drive technical design decisions and ensure solutions are scalable and maintainable
• Own technical debt visibility - prioritize it and advocate for capacity to address it alongside feature delivery
• Grow engineers through 1:1s, meaningful feedback, career pathing, and stretch assignments aligned to platform needs
• Assess technical skill gaps and drive hiring, development plans, or role alignment to close them
• Stakeholder Engagement & Cross-Team Collaboration
• S upport the TPM with stakeholders , business partners and engineering teams, translating platform capabilities into business-relevant language
• Represent and communicate the platform roadmap to stakeholders at all levels, including leadership, business owners, and technical teams
• Partner across business and engineering to align on priorities, surface dependencies, and drive shared outcomes
• Articulate platform functionality clearly - what it does, what it enables, and what is coming - so stakeholders can plan and make informed decisions
• Manage stakeholder expectations around delivery timelines, scope trade-offs, and platform constraints
• Own Platform Operations
• Maintain accountability for platform stability, operational health, and SLO performance
• Leverage Platform Analytics to monitor workflow health, incident and request volumes, enhancement pipeline, and agile velocity metrics
• Ensure changes follow change management processes and platform governance standards
• Partner with engineers on issue resolution and root cause analysis to prevent recurrence
• Manage Entitlements & Vendor Relationships
• Own ServiceNow license entitlement management, ensuring alignment between provisioned capabilities and organizational needs
• Lead contract negotiations with ServiceNow and associated vendor teams, partnering with procurement and legal as needed
• Monitor license utilization and proactively identify optimization or renewal opportunities
• Uphold the Operating Model
• Maintain sprint documentation: capacity planning, velocity history, and sprint summaries
• Partner with the TPM to keep the backlog healthy, prioritized, and sprint-read y
• This might describe you
• 7+ years of hands-on ServiceNow experience in an administrative or engineering capacity
• 3+ years of people management experience leading technical teams
• Ability to engage in technical conversations about architecture, integration , and platform design
• Track record of developing engineers through promotions, skill growth, and re

Benefits

Additional Information

Say hello to Hagerty Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We're proud to be the world's largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world's largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We're committed to Never Stop Driving. Ready to get in the driver's seat? Join us! As a ServiceNow Platform Manager you will work hands-on to lead the strategy, delivery, and optimization of our ServiceNow platform as a critical enterprise capability. This role combines technical leadership, agile delivery ownership, and engineering management - leading a team of administrators, engineers, and a Technical Program Manager (TPM). You will driv e both execution and strategy while ensuring the platform delivers measurable business value. Success in this role requires a strong foundation in Agile Engineering practices (including Fibonacci estimation), Platform Analytics, financial stewardship, and governance - paired with the engineering management depth to grow a high-performing technical team.

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