About this role
Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy.
We are looking for a technical manager to lead, scale, and evolve our ServiceNow platform. You will champion a strategic vision for a platform supporting 7,000+ users, balancing deep technical acumen with people leadership to drive platform innovation and deliver complex, high-value initiatives. As the primary technical authority, you will navigate ambiguous priorities to translate business needs into robust, scalable, and secure architecture. By mentoring a high-performing team and fostering a culture of technical excellence, you will ensure our ServiceNow ecosystem remains a resilient, long-term asset aligned with Toast’s enterprise strategy.
A day in the life (Responsibilities)
• Define and Drive the long-term platform vision and technical strategy, ensuring alignment business needs and scaling requirements. Architect data-driven roadmaps that prioritize high-value automation, platform UX/UI optimization, and the integration of emerging AI capabilities (NowAssist, Virtual Agent, MCP Integrations).
• Hands-on execution, configuration, and customization of the platform while leading the technical architecture and engineering of the ServiceNow ecosystem, governing system design, integration frameworks, and data-driven platform optimizations.
• Direct the full product lifecycle for ServiceNow modules, aggressively managing technical debt and balancing new feature velocity with platform stability.
• Establish and enforce rigorous performance metrics and service level agreements across all ServiceNow workflows to ensure optimal system responsiveness and user productivity.
• Oversee structural integrity through security hardening, biannual upgrade cycles, and hands-on guidance for Flow Designer and IntegrationHub development, and Performance management.
• Act as the primary technical authority for business stakeholders, proactively translating complex, ambiguous, or conflicting requirements into scalable, value-driven ServiceNow solutions. You will make independent, sound decisions to guide the team’s execution, ensuring continuous progress and preventing bottlenecks even when requirements are not fully defined.
• Lead the engineering team with a focus on ownership, technical excellence, and the continuous adoption of platform best practices.
What you'll need to thrive (Requirements)
• 6-8+ years of development in ServiceNow, with 5+ years in product-focused and people management roles.
• Proven experience customizing ServiceNow to fit business needs in a scalable and sustainable manner.
• Deep expertise in core ServiceNow modules (ITSM, CMDB, GRC) and familiarity with new emerging areas and features.
• Proficient in standing up NowAssist, Virtual Agent, and integrating AI tools into platform workflows. Proficient in building MCP, integrat