Manager, Enterprise Service Management Platform

The University of Texas at San Antonio (UT San Antonio) is a nationally recognized, top-tier public research university that unites the power of higher education, biomedical discovery and healthcare within one visionary institution. As the third-largest research university in Texas and a Carnegie R1-designated institution, UT San Antonio is a model of access and excellence — advancing knowledge, social mobility and public health across South Texas and beyond. UT San Antonio serves approximately 42,000 students in 320 academic programs spanning science, engineering, medicine, health, liberal arts, AI, cybersecurity, business, education and more. With 17,000 faculty and staff, UT San Antonio has also been recognized as a Top Employer in Texas by Forbes Magazine. Learn more online, on UT San Antonio Today or on X, Instagram, Facebook, YouTube or LinkedIn.

Salary Range: Up to $115,830/Annualized, commensurate with education, experience, and qualifications.

Job Type: Full Time

Posting Close Date: Applications will be accepted through 11:59 PM CDT on the 9/25/2026. At the discretion of the hiring department, this posting may close once a sufficient number of qualified applications have been received.

Required Application Materials:

• Resume is required.
• Cover letter is preferred.
• Contact information of three professional references.

Job Summary

The Manager for the Enterprise Service Management (ESM) Platform oversees the UT San Antonio ServiceNow enterprise application and the supporting team.  This role leads a high-performing team responsible for ServiceNow platform management, project delivery, and daily operations.  This role serves as the operational connector between business stakeholders, and the digital processes and services delivered by the ESM technology team.  The role leads the effort in translating business plans and strategic priorities into scalable, value-driven ServiceNow solutions.  The mission of this role is to accelerate the department's digital transformation, improve operational efficiency, and ensure a stable, sustainable service management platform aligned to the university's academic and business goals.  This position also drives platform strategy and cross-functional collaboration, and manages relationships with key partners, department leadership, and the university community. 

Core Responsibilities

1. Provides strategic leadership and governance for the UT San Antonio ServiceNow platform and Enterprise Service Management team.  Manage and mentor a team of ServiceNow administrators, developers, analysts, and project specialists. 
2. Promotes and drives adoption of enterprise service management best practices and processes to respective ServiceNow customers and business areas.  Serve as the primary liaison between the Enterprise Service Management team and People Excellence (HR), Business Service Centers, and university distributed IT groups. 
3. Directs the full lifecycle of ServiceNow-enabled initiatives – from requirements and solution design to implementation, testing, and launch.  Facilitates workshops to validate business needs, confirm feasibility, and ensure solutions resolve real operational issues. 
4. Maintains strong collaborative relationships with all university IT support delivery teams and academic and business leaders to facilitate a comprehensive ServiceNow platform roadmap.
5. Oversees day-to-day platform operations including configuration, customization, integration, and SLA management.  Reviews platform roadmap to ensure upgrades, customizations, and enhancements align with organizational priorities and digital transformation strategies. 
6. Establishes clear performance objectives and promotes outcomes that focus on university success.
7. Strengthens DR/BCP capabilities to ensure platform continuity and long-term sustainability. 
8. Identifies opportunities to optimize processes, reduce operational costs, and improve employee and customer experience through ServiceNow capabilities. 
9. Manages project deliverables, resource allocation, timelines, and risk mitigation.  Integrates technical feasibility with business / academic ROI to ensure successful product delivery and measurable value.
10. Oversees development of usable tools, dashboards, and reports which provide ServiceNow business customers consistent and accurate data necessary for strategic and operational management of individual service areas.
11. Conducts training and enablement sessions to increase platform adoption and maximize ServiceNow value. Promotes knowledge sharing between technical teams and business users.
12. Maintains platform security, access, and availability in coordination with university policies.
13. Oversees integrations between ServiceNow and other enterprise systems.
14. Manages vendor relationships, licensing, and platform-related budgets.
15. Performs other duties as assigned.

Required Qualifications

• Bachelor's Degree in a related field.
• Seven (7) years of related work experience. Experience may be substituted for education on a one year for one year basis.
• This position may require the ability to maintain the security and integrity of UT San Antonio and its infrastructure per Texas EO-GA-48.

Knowledge, Skills, and Abilities

• Verbal and Written Communication
• Microsoft Office Suite
• Policy Development
• Disaster Recovery
• Budgetary Assistance
• Program Management
• Strategic Planning

Working Conditions

• Office environment.  Ability to travel to and from meetings, training sessions, or other business-related events.  Workdays, areas, and work hours may vary depending on the department's needs.

Physical Demands

• Jobs are sedentary; if walking and standing are required, only occasionally.  Ability to exert up to 50 pounds of force to lift, carry, push, pull, or otherwise move objects.

This position will work primarily on campus. Travel and parking expenses are the employee's responsibility.

This position is contingent upon a successful background check. Verification of a valid driver's license and Motor Vehicle Record (MVR) may be completed as applicable. Applicants selected must be able to show proof of eligibility to work in the United States by time of hire.

Equal Employment Opportunity

As an equal employment opportunity and affirmative action employer, it is the policy of The University of Texas at San Antonio to promote and ensure equal employment opportunity for all individuals regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetic information, and veteran status. The University is committed to the Affirmative Action Program in compliance with all government requirements to ensure nondiscrimination.