Job Description
The Director, ServiceNow Platform is the founding leader of a new, AI-first IT organization built around a single design principle: scale without proportional headcount growth. This role owns the full lifecycle of our ServiceNow implementation from team formation and platform architecture through delivery and steady-state operation, with a mandate to build a self-service-first, AI-augmented platform that deflects demand, automates resolution, and empowers employees and stakeholders to get work done without waiting on IT.
This is not a role to maintain what exists. It is a role to build something new, a CoE where AI is a first-class design consideration from day one, self-service is the default interaction model, and the team's value is measured by outcomes enabled, not tickets closed.
Your role at Dynatrace
Team & Organization Build-Out
- ServiceNow CoE: Build a scalable Center of Excellence focused on ServiceNow automation and self-service.
- AI Culture: Foster a team culture centered on continuous improvement and AI fluency.
AI-First Platform Strategy
- Foundational AI Roadmap: Define a ServiceNow roadmap that embeds AI as a core design layer.
- AI Capability Framework: Establish automation thresholds and governance for the ServiceNow platform.
- Data Readiness: Partner with data teams to ensure high-quality CMDB and knowledge fabric.
- Strategic Sourcing: Lead build/buy evaluations for AI extensions with a focus on maintainability.
Self-Service as a Core Capability
- Default to Self-Service: Design all modules for zero-touch resolution and user independence.
- Experience Ownership: Own the full user journey, ensuring self-service is the fastest path.
- Deflection KPIs: Track demand deflection and automation rates as primary success metrics.
Delivery & Platform Governance
- Implementation Leadership: Lead the full ServiceNow lifecycle from initiation to steady-state operations.
- Platform Standards: Establish ServiceNow governance for configuration and technical debt.
- Compliance Guardrails: Enforce security and privacy standards within ServiceNow for safe AI use.
Stakeholder Alignment & Value Realization
- Strategic Interface: Serve as the primary leader for roadmap and program communication.
- Outcomes-First Focus: Measure success via cost avoidance and cycle time, not feature velocity.
- ROI Reporting: Deliver regular platform value and ROI updates to senior leadership.
- Change Management: Drive adoption through onboarding and loops that shift behavior.
This is a remote eligible position. Candidates who live within a 45 mile radius of Boston, MA; Detroit, MI; and Denver, CO will be required to work hybrid (2 days per week) out of our Dyntrace office. Candidates are required to work EST hours for this position.