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Keurig Dr Pepper Sr. Manager, ServiceNow Platform in Boston, Massachusetts

Job Overview

We are seeking a seasoned end to end ServiceNow Senior Manager with expertise with multi-platform integration strategies and execution, implementing and optimizing existing systems, being a change agent, and developing best architectural practices. Previous experience with the ServiceNow platform is necessary.

The successful individual in this role will work collaboratively with multiple IT teams, business analysts, product managers, and operations teams to ensure systems are architected with a clear understanding of:

  • Responsible for leveraging knowledge and experience and delivering end-to-end solutions within ServiceNow platform. This includes architecting technical implementations of IT and business processes, organizing and prioritizing development effort, interfacing with vendors and management, and coordinating team of platform administrators

  • Design and deliver services built on the ServiceNow platform

  • Work with Business and Technology stakeholders to assess current state processes and tools, define ServiceNow requirements and develop and evolve ServiceNow platform

  • Identify and respond to the key business drivers and those areas of business need, which are not adequately supported by current and planned Service Management solutions

  • Develop the strategic response to the business requirements, and produce business cases for ServiceNow platform improvements

  • Evaluate major options for providing IT services effectively and efficiently and recommend solutions

  • Develop and present business cases for high-level initiatives to executive management for approval, funding, and prioritization

  • Conduct post implementation reviews of information and communications technology applications and products, introduced in pursuit of the strategy, to assess the extent to which expected business benefits were realized

  • Participate in the development of IT strategic roadmap, plans, staff development and operations

  • Manage and develop the team responsible for the implementation and administration of the ServiceNow platform, including managing system configurations, gathering and documenting user and process requirements, developing workflow customizations, and supporting quality assurance

  • Provide expert-level support and technical mentoring, assist with proof-of-concept activities, and lead practice build efforts to include development of practice intellectual property

  • Establish Monthly Enterprise Infrastructure Service reporting (leveraging ServiceNow) - focusing on service levels, risks, issues, proactively identified opportunities and ideas for improvements. Aggressively drive toward top quartile metrics across IT services in partnership with T&I Strategy Metrics team.

  • Materially advance ServiceNow automation and innovation. Drive the bundling of services in ServiceNow based on usage trends to continue to abstract the complexity of infrastructure tasks and enable straight-through processing. Further drive standardization, simplification and automation to enable self-service and digitization for enterprise users.

  • Design effective content management/flow in ServiceNow in partnership with the Knowledge Management Team. Leverage data repositories strategically and AI tools to further hyper automation (self-healing, proactive alerts & actions).

  • Design and implement integration with the DevOps platform & Microsoft Teams for collaboration

  • Design a management model for SaaS engagements by closely working with vendors and the Vendor Management Office. Establish the practice of tracking cloud service usage regardless of landing zone, which may take the form of system bills of material (SBOMs) to maintain the integrity/continuity of end-to-end service processes.

  • Partner closely with the SRE function to capture the right service attributes in ServiceNow, operationalization of Service Mapping and evolving ServiceNow to be a key SRE enabling tool.

  • Partner with the DevOps team to integrate delivery and operational workflows (change and incident management)

  • Mature service management practices and track to key maturity metrics for both delivery, security/compliance and operations.

  • Continuously reimagine how to take service management to the next level through testing new/innovative capabilities, partnering with vendors on new features and continuously push the boundaries for improvements.


  • Bachelor's degree in Computer Science or Information Systems. A Master's degree is a plus

  • 4+ years of experience with the ServiceNow platform

  • 8+ years of experience in technology transformation and large projects

  • Experience with driving continuous improvement across global technology and processes

  • Experience managing highly-complex projects independently that cross multiple business units, divisions, functions, and regions

  • Demonstrated competency in strategic thinking and system design architecture as it impacts business processes and interdependencies

  • Experience communicating design rationale clearly and concisely and building consensus across departments and teams.

Company Overview

Keurig Dr Pepper (KDP) is a leading coffee and beverage company in North America with dual headquarters in Burlington, MA and Plano, TX, with annual revenue in excess of $11 billion. KDP holds leadership positions in soft drinks, specialty coffee and tea, water, juice and juice drinks and mixers, and markets the #1 single serve coffee brewing system in the U.S. The Company maintains an unrivaled distribution system that enables its portfolio of more than 125 owned, licensed and partner brands to be available nearly everywhere people shop and consume beverages. With a wide range of hot and cold beverages that meet virtually any consumer need, KDP key brands include Keurig®, Dr Pepper®, Green Mountain Coffee Roasters®, Canada Dry®, Snapple®, Bai®, Mott’s® and The Original Donut Shop®. The Company employs more than 25,000 employees and operates more than 120 offices, manufacturing plants, warehouses and distribution centers across North America.

Benefits built for you: Our people are the heart of our business, which is why we offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper Inc. is an equal opportunity employer and affirmatively seeks diversity in its workforce. Keurig Dr Pepper Inc. recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sex, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/Females/Protected Veterans/Disabled