Director, ServiceNow Platform

Lincoln Financial•Radnor, PA

2d•$120,375 - $192,600•Hybrid

About The Position

The Director, ServiceNow Platform provides operational leadership and direction for the organization's ServiceNow platform and related application support functions. This position is accountable for delivering on priorities, managing team performance, and ensuring results for the assigned area of responsibility. The Director leads the operational framework to support business objectives and digital transformation initiatives. This role collaborates with technology and business leaders to identify opportunities for platform optimization, automation, and service improvement while ensuring scalability, security, compliance, and operational performance. The Director leads a team of experienced technology professionals and/or first-level leaders and provides direction for complex implementation, application support, vendor management, and service delivery initiatives.

Requirements

4 Year/Bachelor's degree or equivalent work experience in Computer Science, Information Technology, Engineering, Business, or a related field.
5+ years of experience in application architecture, enterprise platform management, application support, or technology leadership that directly aligns with the responsibilities of this position, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience.
Demonstrated experience with ServiceNow platform administration, development, architecture, implementation, support, and/or governance in a complex enterprise environment.
Demonstrated experience executing technology strategies, architecture roadmaps, governance frameworks, and operating models.
Experience leading ServiceNow implementations or optimization efforts involving ITSM, ITOM, Customer Service Management (CSM), Human Resources Service Delivery (HRSD), or other applicable modules.
Experience managing technology vendors, licensing agreements, platform investments, budgets, contracts, and resource plans.
At least one ServiceNow Certification: Certified System Administrator, ServiceNow Certified Application Developer, or comparable ServiceNow certification.
ITIL Foundation certification or higher.

Nice To Haves

Master's degree in Computer Science, Information Technology, Engineering, Business, or a related field.
ServiceNow Certified Technical Architect (CTA).
ITIL Managing Professional or Strategic Leader certification.
Professional Scrum Product Owner (PSPO) certification.
Project Management Professional (PMP) certification.
Experience leading enterprise digital transformation, automation, or platform modernization initiatives within a large, complex organization.
Experience establishing platform governance, operating models, and service management best practices at an enterprise scale.

Responsibilities

Establishes and implements priorities, performance goals, and operating plans for the ServiceNow platform and application support function.
Leads a team of experienced technology professionals and/or first-level leaders, with accountability for team performance, talent development, and results.
Hires and retains talent and provides coaching, performance feedback, training, and stretch opportunities to build organizational capability.
Performs project coordination and business analysis on key strategic initiatives; writes requirements for and coordinates with technical resources to deliver and test those requirements.
Leads agile ceremonies and identifies maturity opportunities around ways of working.
Executes the strategy, product roadmap, governance model, and standards for the ServiceNow platform and related application portfolio.
Collaborates with technology and business leaders to identify, assess, and prioritize opportunities for digital transformation, automation, and enterprise service optimization.
Directs the design, implementation, support, and optimization of ServiceNow capabilities, including IT Service Management (ITSM), IT Operations Management (ITOM), and other applicable modules.
Ensures platform solutions meet complex business, technical, security, compliance, scalability, and operational requirements.
Provides inputs regarding platform investments, architecture, vendor strategy, risk, and business outcomes.
Directs the resolution of complex platform, application support, service delivery, and stakeholder escalation issues through completion.
Evaluates risks related to time, cost, scope, quality, security, and delivery and ensures appropriate mitigation plans are developed and implemented.
Provides inputs on the budget, licensing strategy, resource plan, vendor relationships, contracts, and expenses for the assigned area of responsibility.
Establishes performance measures and monitors platform health, delivery outcomes, service performance, and progress toward established objectives and key results.
Evaluates emerging ServiceNow capabilities, technologies, and industry practices and recommends opportunities to improve business value and operational efficiency.
Leads cross-functional teams in the delivery of complex enterprise platform initiatives and transformation programs.
Maintains knowledge of current and emerging trends, assesses their potential impact, and collaborates with management to incorporate relevant developments into current and future strategies.