Servicenow Platform Manager

Servicenow Platform Manager

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 drive 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.

What You'll Do

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

• Support 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-ready

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 retention
• Demonstrated expertise with Platform Analytics, including dashboard development and velocity reporting
• Experience with ServiceNow license entitlement management and vendor contract negotiations
• Proven ability to communicate platform strategy, functionality, and roadmap to both technical and non-technical audiences
• Strong cross-functional collaboration skills with business partners and engineering teams
• Strong working knowledge of Agile/Scrum including Fibonacci estimation, sprint planning, and retrospectives
• Demonstrated ability to manage performance proactively and document appropriately

Nice to Have

• Hands-on experience with IT Asset Management (ITAM) Hardware Asset Management (HAM) and/or SAM Pro
• Demonstrated experience managing and growing software engineers or platform developers — not just managing delivery
• Familiarity with Integrated Risk Management (IRM) / GRC module configuration or administration
• Experience with Business Continuity Management (BCM) in ServiceNow
• Working knowledge of core ITSM modules: Incident Management, Change Management, and Problem Management
• Experience configuring or administering multiple ServiceNow modules simultaneously across a shared platform
• Exposure to CMDB, Service Mapping, or Event Management in support of ITOM initiatives

Other things to note

• This position is open to U.S. remote work. However, team members who reside within 20 miles of the Traverse City headquarters will follow a hybrid schedule, working from the office three days per week.

• May require travel for quarterly events.

• Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

If you reside in the following jurisdictions: Illinois, Colorado, California, District of Columbia, Hawaii, Maryland, Minnesota, Nevada, New York, or Jersey City, New Jersey, Cincinnati or Toledo, Ohio, Rhode Island, Washington, British Columbia, Canada please email recruiting@hagerty.com for compensation, comprehensive benefits and the perks that set us apart.

At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age, or car preference. We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world.

#LI-Remote / #LI-Hybrid / #LI-Onsite

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