Director of IT Service Management & ServiceNow Platform

Salary is 170k to 185k + bonus

This position oversees the organization's IT Service Management (ITSM) function, with full accountability for the Service Now platform as a critical driver of service delivery. The role blends strategic direction with hands-on platform leadership, focusing on advancing ITSM capabilities, strengthening governance, and modernizing how IT services are delivered enterprise-wide. It emphasizes scalable operating models, increased automation, and a strong shift toward self-service, while enhancing the overall user experience.

The leader in this role ensures alignment with business goals, maintains platform stability, and drives continuous improvements across processes, systems, and vendor partnerships.

Core Qualifications / Expertise:

• Service Now Platform Leadership: Full lifecycle ownership of Service Now, including roadmap planning, architectural direction, governance, and ongoing platform optimization.
• ITSM Strategy & Execution: Demonstrated experience building and scaling ITSM frameworks, with deep knowledge of ITIL practices such as Incident, Problem, Change, and Request Management.
• Service Delivery Transformation: Proven track record of evolving IT services through self-service capabilities, multi-channel support (portal, collaboration tools, email, phone), and improved user engagement.
• Automation & Systems Integration: Strong background in integrating Service Now with enterprise platforms (e.g., HR systems, endpoint management, monitoring tools) and implementing workflow automation.
• Leadership & Stakeholder Engagement: Ability to lead teams and vendors, establish governance standards, define SLAs/KPIs, and collaborate with business and IT leaders to drive adoption and continuous service improvement.