Senior Director, Software Engineering
About The Position
The Director, ServiceNow & IT Tool Strategy is responsible for leading the strategy, implementation, and ongoing management of the enterprise service management platform and IT tooling ecosystem, ensuring alignment with business objectives and operational needs. This role oversees the ServiceNow platform and the broader IT tools portfolio, including IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM/SAM), Configuration Management (CMDB), Employee Service Delivery, Governance, Risk & Compliance (GRC), and other enterprise IT productivity and collaboration tools. The ideal candidate will bring a strong IT service management functional background, experience managing ServiceNow and IT tools as a product, and a track record of driving large-scale platform transformations, tool rationalization, and organizational change. Additionally, they will be hands-on in managing budgets, leading teams, and working closely with an Engineering CoE to execute key initiatives. The Director, ServiceNow & IT Tool Strategy will oversee a portfolio of IT tooling products, managing multiple Product Owners, Solution Architects, and Platform/Technical Architects to ensure IT technology investments drive efficiency, scalability, employee experience, and compliance.
Requirements
- Bachelor’s Degree or equivalent in Computer Science, Software Engineering, Information Systems, or related field.
- 10+ Years of Relevant Experience
- IT service management background with deep knowledge of ITIL practices, including incident, problem, change, request, knowledge, and asset management
- Minimum 8 years experience managing and optimizing enterprise IT platforms and tooling, such as IT service management, IT operations, monitoring, or cloud management platforms.
- Experience with ServiceNow (ITSM, ITOM, CMDB, HRSD, or GRC) preferred
- ServiceNow certifications (e.g., Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect) and ITIL certification preferred
Responsibilities
- Define and execute a ServiceNow and IT tools strategy aligned with corporate technology and business goals.
- Partner with IT leadership (CIO, Infrastructure, Service Desk, Security, Enterprise Applications) and business functions (HR, Legal, Facilities) to ensure platforms meet business needs and compliance requirements.
- Maintain a multi-year roadmap for platform enhancements, module adoption, upgrades, and tool rationalization.
- Stay ahead of industry trends and best practices in service management and IT tooling (e.g., AIOps, generative AI and virtual agents, workflow automation, observability, self-service).
- Oversee a portfolio of IT tooling products, ensuring alignment and integration across systems and platforms.
- Manage and provide direction to Product Owners, Solution Architects, and Platform/Technical Architects within the ServiceNow & IT Tools group.
- Ensure all product teams are driving backlog management, platform enhancements, and business alignment with broader enterprise goals.
- Own ServiceNow platform governance, including demand intake, release management, upgrade cadence, instance health, and CMDB data quality.
- Work with Solution Architects and Platform Engineers to design scalable and secure solutions.
- Develop KPIs and SLAs to measure platform performance, adoption, and business value.
- Lead large-scale platform transformations (e.g., ServiceNow module rollouts, legacy tool consolidation, CMDB and asset management maturity, service portal modernization).
- Drive IT tool rationalization to reduce redundancy, lower cost, and simplify the employee and technician experience.
- Partner with cross-functional teams to implement new service management processes, automation, and reporting frameworks.
- Drive organizational change efforts, ensuring adoption of new platforms and processes through training and stakeholder engagement.
- Work with Integration Specialists and Engineering CoE to streamline data flows between ServiceNow and other enterprise systems (e.g., identity, HR, monitoring, finance, and collaboration platforms).
- Collaborate closely with the Engineering CoE (Platform Engineers, DevOps, Integration Specialists) to drive technical execution.
- Establish a strong working relationship with the Director of Software Engineering (India CoE) to ensure timely delivery of platform enhancements.
- Balance configuration vs. customization decisions in partnership with Solution and Platform Architects, keeping the platform close to out-of-the-box to reduce technical debt and upgrade effort.
- Ensure platforms and tools meet security, compliance, and audit requirements in collaboration with IT Security, Risk, and Internal Audit teams.
- Lead a team of ServiceNow & IT Tools Product Owners, Solution Architects, Platform Architects, and Business Analysts.
- Manage the ServiceNow and IT tools budget, including licensing, ensuring cost-effective technology investments.
- Establish a high-performing team culture, providing mentorship, development, and succession planning.
- Drive vendor management, license optimization, and contract negotiations for IT tooling providers.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
