Senior Manager, Service Management

Get to know Okta
Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 
Join our team! We’re building a world where Identity belongs to you.

The Business Technology Team

This role joins the Business Technology organization and plays a critical part in realizing our vision to accelerate the delivery of business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do. We enable the broader Business Technology organization in the mission to “Accelerate Okta’s Scale and Growth”.

The Senior Manager, Service Management Opportunity

The Senior Manager for Service Management will serve as the Product & Technology owner for the platform, along with leading a technical team focused on ServiceNow architecture, engineering, & operations. This person should have a strong technical foundation matched with a focus on customer experience and a collaborative spirit and talent for building strong relationships with our business partners across Okta.

Sitting within the larger Business Operations Organization, we drive strategy through execution in support of Okta’s durable growth. Specifically, we build and execute the processes, technology, & insights needed to achieve operational excellence. We are builders, learners, owners, & collaborators. In this role, you will help us succeed with your customer focus, a sense of clear ownership, making data driven decisions, approaching delivery through speed and iterative improvement.

What you’ll be doing 

• Utilize best practices for defining business capabilities, understanding core requirements, designing technical solutions, and managing ongoing support
• Manage and prioritize our backlog of work over time to ensure that we have a clear roadmap for delivery, we set and meet milestones, and balance work across our internal team, leveraging external implementation partners when necessary
• Serve as the IT product owner for ServiceNow platform and partner cross functionally to ensure systems integrate and operate as designed and intended to support global process execution
• Implement integrated and automated processes that drive efficiency and be audit ready at all times. Sustain knowledge continuity through appropriate level of documentation, cross training and vendor management
• Manage demand and drive execution of a portfolio of projects through effective prioritization, planning (e.g. clear definition of objectives, success criteria, risks, scope, timelines, cost), vendor management and oversight
• Develop, document, and maintain process, system, integration and data architectures for the ServiceNow eco-systems
• As the people leader for a growing global team, you are invested in the team, support their growth, help foster a strong sense of team culture, and inspire everyone to come together and do their best work
• Build and maintain strong relationships with business partners across Okta who depend on the ServiceNow platform for current and future capabilities
• Have your pulse on industry best practices and be our compass and guide on a journey to an industry leading use of ServiceNow’s enterprise capabilities
• This role involves driving the evolution of the ServiceNow environment, managing the core platform team, and overseeing all technical and strategic governance
• The ideal candidate will continuously evaluate and integrate the latest platform features, maintain a capability view, and foster strong stakeholder relationships to deliver top-tier customer satisfaction
• You will be instrumental in defining objectives, optimizing processes, and ensuring the platform's stability and performance to maximize business outcomes

What you’ll bring to the role

• 12+ years of proven experience as an IT product owner leading a ServiceNow development team with a track record of continued growth and responsibilities
• 10+ years of progressively increasing responsibility in IT applications with a minimum of 2 years partnering and working with multiple business functions on the implementation of new capabilities enabled by IT
• 3+ ServiceNow certifications highlighting areas of expertise and focus for the platform
• Strong business acumen along with proven collaboration and facilitation skills
• Extensive business system analysis skills and strong experience with system development lifecycle methodologies (e.g. Agile, Waterfall)
• The ability and willingness to roll up sleeves as needed to ensure group success
• Experience in change management and influencing across complex areas such as process design, tradeoffs in systems, scaling programs through company life stages, etc
• Proven track record of influencing, leading and facilitating initiatives with multiple senior stakeholders
• Previous product management or product ownership experience as a technical lead, technical manager, or technology owner
• Vendor management and SaaS software experience

What you can look forward to as an Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion and Belonging at Okta 

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to participate in the job application, interview process, or onboarding please use this Form to request an accommodation.

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