Director ServiceNow Platform

Fairview Health Services•Minneapolis, MN

About The Position

The Director, ServiceNow is responsible for the strategy, governance, maturity, operations, and value realization of the enterprise ServiceNow platform. This role leads the ServiceNow team, drives platform adoption and optimization, and ensures the platform delivers measurable business, operational, and financial outcomes. The role partners with IT, Security, Enterprise Architecture, Finance, Procurement, Operations, and business stakeholders to deliver scalable, secure, cost-effective ServiceNow solutions across ITSM, CMDB, Discovery, ITOM, ITAM, SPM/APM, GRC, and related capabilities.

Requirements

B.S./B.A. or Combination Education & Experience with a combined experience in business and technology operations
5 years leadership experience with increasing levels of accountability
Experience leading ServiceNow platform, roadmap, governance, configuration, and adoption
Proven management experience leading ServiceNow platform, product, administrator, developer, or analyst teams
Strong leadership, coaching and mentoring skills
Excellent oral, written, and interpersonal communication and presentation skills
Ability to partner with IT, Security, Enterprise Architecture, Operations, and business stakeholders to deliver ServiceNow solutions
Ability to facilitate problem solving among groups with varying needs and priorities
Excellent analytical skills

Nice To Haves

M.A./M.S. in Business Administration or related field
Experience delivering ServiceNow capabilities with measurable outcomes in quality, cost, adoption, and service performance
Experience within the Healthcare Industry
Experience in a large, complex organization
Experience with ServiceNow ITSM, CMDB, Discovery, ITOM, ITAM

Responsibilities

Define and manage ServiceNow platform OKRs aligned to enterprise priorities, operational goals, and business outcomes.
Lead the ServiceNow platform roadmap, governance, maturity, and execution.
Oversee platform upgrades, releases, configuration, integrations, performance, and stability.
Provide direction for ServiceNow SPM and other platform capabilities.
Leads Technology Enablement initiatives, ServiceNow capabilities, automation, AI enablement, integrations, and digital service capabilities across Digital & Technology Services and expand technology enablement opportunities outside IT teams.
Own financial accountability for the ServiceNow platform, including budget, license utilization, vendor costs, and platform spend.
Partner with Finance and Procurement on renewals, contracts, vendor performance, and investment decisions.
Track value metrics including ROI, cost avoidance, automation benefits, adoption, efficiency, and productivity improvements.
Lead ServiceNow administrators, developers, engineers, analysts, and product resources.
Communicate OKRs, priorities, risks, progress, financial impact, and outcomes clearly.
Drive adoption, alignment, and continuous improvement across ServiceNow capabilities.
Establish and mature ServiceNow governance, standards, and best practices.
Stay current with ServiceNow releases, trends, capabilities, and best practices.
Proactively identify opportunities to improve automation, efficiency, reporting, compliance, cost management, and platform value.