Back to jobs
Job Description
Key Responsibilities
Platform Strategy & Technical Governance
- Own and evangelize the multi-year technical roadmap for the ServiceNow platform, ensuring it is architecturally sound and capable of meeting future business demands.
- Be the single point of accountability for the overall health and integrity of all ServiceNow instances.
- Provide critical technical and financial inputs for all platform business cases, partnering with your business counterpart to quantify investment needs, total cost of ownership (TCO), and implementation timelines.
- Establish and chair the technical governance and architecture review boards, presiding over key design and configuration decisions to ensure a seamless user experience that aligns with the platform design strategy.
- Direct the enterprise instance strategy, including release management, upgrade planning, and the responsible governance of AI capabilities like Now Assist Guardian.
Strategic Partnership & Value Enablement
- Serve as the primary technical advisor to executive leaders (CIO, CTO) on all platform-related matters, articulating the "art of the possible" and guiding strategic technology investments.
- In lockstep with your business partner, translate strategic functional roadmaps into a tangible, sequenced technical delivery plan.
- Co-champion the platform's value proposition at the executive level, providing clear insights into platform performance, health, and the technical metrics that drive business outcomes.
- Collaborate on strategic cost planning and budget optimization, owning the technology and implementation partner portions of the portfolio.
Global Delivery & Vendor Management
- Hold ultimate accountability for global platform delivery, leading a complex ecosystem of internal technical teams and implementation partners (e.g., Accenture, Deloitte).
- Serve as the final escalation point for critical application and platform-related issues.
- Own the strategic relationship and governance for all technical vendors in the ServiceNow ecosystem, ensuring delivery excellence and favorable commercial terms.
- Ensure the integrity of the enterprise architecture, aligning all technical configuration and integration with overarching business process design.
Organizational Leadership & Capability Development
- Build and lead a world-class global platform organization, including the Platform Support Team that administers the platform, as well as architects and lead developers for various modules (e.g., ITAM, HRSD, S2P, etc.)
- Ensure the platform and operations teams are explicitly aligned to delivering the business strategy and roadmap.
- Foster a culture of innovation, engineering excellence, and agile delivery.
- Develop the organization's technical competency and talent pipeline, ensuring the team's skills evolve with the platform's capabilities.