Sr. Manager, IT Service Management & ServiceNow at Polaris in Tempe, AZ

Job description

At Polaris Inc., we have fun doing what we love by driving change and innovation. We empower employees to take on challenging assignments and roles with an elevated level of responsibility in our agile working environment. Our people make us who we are, and we create incredible products and experiences that empower us to THINK OUTSIDE. Position Overview: The Senior Manager for IT Service Management & ServiceNow provides organization-wide leadership for global Service Desk operations and serves as product owner for the ServiceNow platform. This role is accountable for IT service management performance, ServiceNow strategy and governance, CMDB and CSDM maturity, major incident management, and service-management quality commitments across a global organization of approximately 22 team members, including seven direct reports. You will set strategic direction for a multi-year transformation focused on intelligent self-service, automation, AI-enabled support, service quality, and measurable platform value while partnering across business and technology teams. The opportunity combines run-state accountability with the ability to shape how global employees access IT support and how the organization prioritizes future ServiceNow and AI investments. Key Responsibilities: Lead global Service Desk and IT service management performance through supervisors and regional partners, with accountability for consistent service, escalation coverage, workforce effectiveness, and customer outcomes. Own the ServiceNow product vision, roadmap, prioritized backlog, lifecycle, requirements, acceptance criteria, adoption, and value realization across the enterprise. Direct ServiceNow platform governance by aligning product owners, process owners, administrators, developers, architects, security, infrastructure, application teams, and strategic partners on priorities, decisions, and accountability. Establish and advance enterprise CMDB and CSDM governance, data and relationship standards, service ownership, application ownership, configuration management, and support accountability models. Lead a multi-year AI-enabled Service Desk transformation, including intelligent self-service, Virtual Agent or chatbot capabilities, knowledge retrieval and creation, automated request intake, ticket routing, predictive insights, and workflow automation. Evaluate automation opportunities and platform investments based on business impact, service-volume reduction, employee experience, productivity, cost, risk, and future staffing needs. Own and continuously improve incident, major incident, problem, request, knowledge, service catalog, change, asset-management, and continual-improvement practices that support the IT Quality Operating System. Partner with shop-floor leaders, business product leaders, and technology owners to govern Tier 1 applications, strengthen uptime reporting, confirm ownership and 24x7 support, and establish effective L1, L2, and L3 escalation paths. Establish, monitor, and communicate performance measures, including SLA attainment, first-contact resolution, backlog health, customer satisfaction, service availability, knowledge utilization, automation adoption, CMDB health, and platform value realization. Protect platform health and enterprise controls through architecture standards, release planning, technical-debt management, security, auditability, and SOX compliance. Manage strategic vendors, contractual service levels, platform capacity and investments, delivery quality, operating procedures, governance artifacts, training, communications, and adoption activities. Desired Competencies: Leadership: You inspire, guide, and empower others to achieve their best by setting clear direction, fostering trust, and creating an environment where people feel supported, motivated, and accountable for delivering results. Business Acumen: You understand how your work impacts financial performance, operational efficiency, and organizational goals, and you make