Senior Manager, ServiceNow Platform Operations

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Chicago, IL

Ahold Delhaize USA

<p class="p1"><strong><br />Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands &ndash; Food Lion, Giant Food, The GIANT Company, Hannaford and Stop &amp; Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.<br /><br /></strong>Join our Talent Community to stay updated on opportunities with Ahold Delhaize USA. You&rsquo;ll be the first to know about new positions that match your career aspirations. To join, click here: <strong><a href="https://aholddelhaizeusa.careerswithus.com/join-our-talent-community" target="_blank" title="Talent Community - Ahold Delhaize USA (careerswithus.com)" rel="noopener noreferrer">Talent Community - Ahold Delhaize USA (careerswithus.com)</a></strong>.&nbsp;</p> <p class="p2">&nbsp;</p> <p class="p1"><strong><a href="https://aholddelhaizeusacareers.appvault.com/create" target="_blank" title="Talent Community " rel="noopener noreferrer"></a><br /></strong></p> https://www.adusa.com/

keywords: position summary,position details,schedule,authorized to work in the u.s.,leadership,quality assurance,technical,performance,support,education & experience,skills,preferred

Full Time

509524

Overview: The&nbsp;<strong>Senior Manager, Service Now Platform Operations&nbsp;</strong>leads a team of platform managers and engineers responsible for delivering capabilities, integrations, and enhancements for ADUSA's core Enterprise Platform (ServiceNow). Owns day-to-day execution of the platform roadmap, ensures operational excellence, resolves workflow friction, and drives adoption across engineering, operations, and business teams. Operates as a hands-on people leader who balances strategic alignment with deep technical and operational involvement and acts as a visible enterprise champion for ServiceNow.<br /><br /><strong>Our flexible/ hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. The core office locations for this position are Salisbury, NC, and Chicago, IL.</strong><br /><br />Applicants must be currently authorized to work in the United States on a full-time basis.
Responsibilities: <ul> <li>Execute the platform roadmap by translating strategy into actionable plans, backlog priorities, and measurable outcomes.</li> <li>Lead a team of platform managers and engineers, providing coaching, direction, and clarity while actively participating in detailed design, problem-solving, and delivery.</li> <li>Drive platform capability development, integrations, and enhancements that address user pain points, standardize workflows, and improve efficiency.</li> <li>Oversee platform health, including uptime, reliability, performance, and technical debt, stepping into incident and root-cause analysis when needed.</li> <li>Partner with engineering, product, operations, and business teams to capture requirements, refine use cases, and align on platform standards.</li> <li>Improve operator and user experience by simplifying workflows, reducing friction, and ensuring capabilities are intuitive, consistent, and scalable.</li> <li>Manage cross-team dependencies, integration lifecycles, and sequencing to support smooth, coordinated delivery.</li> <li>Enforce platform governance standards, ensuring compliance with architecture patterns, security requirements, and lifecycle best practices.</li> <li>Monitor adoption, usage patterns, and business outcomes; identify gaps, propose improvements, and iterate based on data and feedback.</li> <li>Advance automation and AI-enabled enhancements that reduce manual effort, accelerate ticket resolution, and increase platform reliability.</li> <li>Collaborate with vendors and partners, escalating issues, clarifying requirements, and ensuring commitments support platform needs.</li> <li>Communicate progress, risks, decisions, and outcomes to senior leaders with clarity and confidence.</li> <li>May be called upon to support critical escalations and must be available during urgent IT incidents as needed.</li> </ul>
Requirements: <ul> <li>Bachelor's degree or equivalent experience.</li> <li>10+ years in platform, product, or technical management roles; experience leading ServiceNow platform teams strongly preferred.</li> <li>Demonstrated success delivering ServiceNow platform capabilities, integrations, and technical enhancements in complex enterprise environments.</li> <li>Strong understanding of ServiceNow platform reliability, workflow design, automation, and integration patterns.</li> <li>Proven ability to lead teams through ambiguity, resolve issues hands-on, and drive clear execution across multiple stakeholders.</li> <li>Skilled in backlog management, agile delivery, problem-solving, and translating requirements into actionable technical outcomes.</li> <li>Strong communication and stakeholder management across engineering, operations, and business teams.</li> </ul> <br /><strong>Preferred Qualifications:</strong><br /> <ul> <li>Experience with enterprise platforms supporting workflows, automation, or service operations.</li> <li>Familiarity with observability tools, SLO/SLA management, and performance optimization.</li> <li>Background applying AI/ML or automation capabilities to simplify workflows and improve operational efficiency.</li> <li>Experience managing vendor relationships, integrations, or co-development efforts.</li> </ul> <br /><br /><br /><strong>Salary Range:&nbsp;</strong>$151,200 - $226,800<br /><br /><strong>Actual compensation offered to a candidate may vary based on their unique qualifications and experience, internal equity, and market conditions. Final compensation decisions will be made in accordance with company policies and applicable laws.</strong>