Steve Love
Manager, Servicenow @Bristol Myers Squibb
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WORK HISTORY
Manager, Servicenow @Bristol Myers Squibb
Tampa, FL, US
Own and manage ServiceNow platform capabilities within a global pharmaceutical enterprise, operating the platform as a product with emphasis on governance, workflow optimization, and measurable service performance.• Define and prioritize roadmap initiatives aligned to enterprise ITSM strategy• Govern backlog intake and cross-functional prioritization with director-level stakeholders• Instrument and monitor platform health KPIs to improve delivery velocity and stakeholder trust• Integrate AI-enabled capabilities (Now Assist, Virtual Agent) within governed ITSM workflows• Lead UAT governance and release validation to ensure production stability in regulated environmentsFocused on increasing platform reliability, adoption, and executive confidence in operational metrics.
EDUCATION
Western Governors University
Bachelor of Science - BS, Information Technology
ABOUT STEVE LOVE
I operate enterprise workflow platforms as products — aligning ServiceNow, governance frameworks, and AI-enabled capabilities to measurable business outcomes in regulated environments.Career highlights include:• Governance oversight of 35K+ user collaboration environments across Europe & Africa• $12M Microsoft services contract management• Infrastructure portfolio exposure exceeding $300M• Executive-level stakeholder engagement (General Officer / C-suite)Currently managing ServiceNow capabilities within a Fortune 100 pharmaceutical enterprise, focusing on:• ITSM optimization• Knowledge management instrumentation• AI-enabled workflow integration (Now Assist, Virtual Agent)• Platform governance & KPI systems• Agile intake & stakeholder alignmentI specialize in translating complex enterprise systems into structured, measurable operating models while integrating automation responsibly within compliance constraints.
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