The Senior Technical Manager – ServiceNow is accountable for the technical leadership, architecture, security, and operational excellence of the ServiceNow platform within a cyber security and managed services environment.
This role ensures ServiceNow is secure, scalable, compliant, and aligned to cyber delivery and service management outcomes, supporting SOC, Managed Security Services, ITSM, SecOps, GRC and enterprise workflows.
The role provides hands-on technical oversight, people leadership, and strong governance over configuration, integrations, automation, and platform risk, acting as the senior technical authority for ServiceNow across the business.
Key Responsibilities
ServiceNow Platform Leadership
- Own the technical integrity, architecture and performance of the ServiceNow platform.
- Define and maintain platform standards and design principles.
- Ensure platform scalability, availability, and resilience in line with business growth and 24×7 cyber operations.
- Act as the technical escalation point for complex or high-risk platform issues.
Cyber & Security Enablement
- Ensure ServiceNow supports cyber security operations, including:
- SecOps (incident response, vulnerability response)
- GRC (risk, compliance, policy management)
- SOC workflows and integrations
- Embed security-by-design across configurations, workflows, and custom development.
- Partner with Security, SOC, and Risk leaders to ensure ServiceNow aligns with security frameworks and customer obligations.
- Oversee access controls, data segregation, logging, and auditability.
Technical Delivery & Engineering Oversight
- Lead ServiceNow solution design, development, and configuration, ensuring quality and maintainability.
- Govern integrations with identity platforms, SIEM tools, CMDB sources, cloud platforms, and third-party systems.
- Ensure customisation is justified, documented, tested, and supportable.
- Oversee platform releases, upgrades, and patching schedules with minimal service disruption.
People Leadership & Capability Development
- Lead, coach, and develop ServiceNow technical specialists and technical leads.
- Set clear expectations around engineering quality, documentation, and risk management.
- Drive certification pathways and skills progression across the ServiceNow team.
- Build a culture of accountability, continuous improvement, and cyber awareness.
Governance, Risk & Compliance
- Establish and maintain ServiceNow technical governance, including:
- Change control
- Code review standards
- Release management
- Ensure platform compliance with:
- Internal security policies
- Customer contractual obligations
- Regulatory and audit requirements
- Identify and actively manage technical debt, platform risk, and operational vulnerabilities.
- Provide clear risk assessments and recommendations to senior leadership.
Stakeholder & Vendor Management
- Partner closely with:
- Cyber Delivery & SOC leadership
- Managed Technology and Assurance teams
- Enterprise Systems and IT leadership
- Act as the primary technical interface with ServiceNow and implementation partners.
- Support presales and solution design activities where ServiceNow capability is a differentiator.
Key Deliverables and Measure of Success
- Stable, secure, and scalable ServiceNow platform supporting cyber operations
- Reduced platform risk and technical debt
- High-quality, well-governed platform enhancements
- Strong technical capability and retention within the ServiceNow team
- Positive internal and customer outcomes supported by ServiceNow workflows
Skills, Experience & Qualifications
- 8+ years’ experience working with ServiceNow, including senior technical or architecture roles.
- Proven experience leading ServiceNow in complex, regulated, or cyber security environments.
- Deep technical knowledge across ITSM, CMDB, SecOps, GRC, and workflow automation.
- Strong understanding of platform security, integrations, and enterprise architecture.
- Demonstrated people leadership experience in technical teams.
- ServiceNow Certified Technical Architect or equivalent advanced certifications.
- Experience supporting SOC or managed security service environments.
- Strong understanding of cyber security tooling and operating models.
- Experience in highly regulated or customer-assured environments (e.g. ISO, DISP, SOC).
How to Apply
Please send resumes to: Kristen.brinker@infotrust.com.au
