Director, ServiceNow Platform

# Director, Service Now Platform##
** Your role at Dynatrace
** The Director, Service Now Platform is the founding leader of a new, AI-first IT organization built around a single design principle: scale without proportional headcount growth. This role owns the full lifecycle of our Service Now implementation from team formation and platform architecture through delivery and steady-state operation, with a mandate to build a self-service-first, AI-augmented platform that deflects demand, automates resolution, and empowers employees and stakeholders to get work done without waiting on IT.This

is not a role to maintain what exists. It is a role to build something new, a CoE where AI is a first-class design consideration from day one, self-service is the default interaction model, and the team's value is measured by outcomes enabled, not tickets closed.

Your role at Dynatrace Team & Organization Build-Out
* Service Now CoE:
Build a scalable Center of Excellence focused on Service Now automation and self-service.
* AI Culture:
Foster a team culture centered on continuous improvement and AI fluency.

AI-First Platform Strategy
* Foundational AI

Roadmap:

Define a Service Now roadmap that embeds AI as a core design layer.
* AI Capability Framework:
Establish automation thresholds and governance for the Service Now platform.
* Data Readiness:
Partner with data teams to ensure high-quality CMDB and knowledge fabric.
* Strategic Sourcing:
Lead build/buy evaluations for AI extensions with a focus on maintainability.

Self-Service as a Core Capability
* Default to Self-Service:
Design all modules for zero-touch resolution and user independence.
* Experience Ownership:
Own the full user journey, ensuring self-service is the fastest path.
* Deflection KPIs:
Track demand deflection and automation rates as primary success metrics.

Delivery & Platform Governance
* Implementation Leadership:
Lead the full Service Now lifecycle from initiation to steady-state operations.
* Platform Standards:
Establish Service Now governance for configuration and technical debt.
* Compliance Guardrails:
Enforce security and privacy standards within Service Now for safe AI use.

Stakeholder Alignment & Value Realization
* Strategic Interface:
Serve as the primary leader for roadmap and program communication.
* Outcomes-First Focus:
Measure success via cost avoidance and cycle time, not feature velocity.
* ROI Reporting:
Deliver regular platform value and ROI updates to senior leadership.
* Change Management:
Drive adoption through onboarding and loops that shift behavior.

This is a remote eligible position. Candidates who live within a 45 mile radius of Boston, MA;
Detroit, MI; and Denver, CO will be required to work hybrid (2 days per week) out of our Dyntrace office. Candidates are required to work EST hours for this position.##
** What will help you succeed
** Minimum Requirements
* 10+ years of IT leadership experience, with at least 5 years leading enterprise Service Now programs including hands-on experience with AI and automation capabilities such as Now Assist, Virtual Agent, Flow Designer, or Predictive Intelligence.

Preferred Requirements
* A genuine conviction that AI and self-service are the right architectural defaults not features to add later and a track record of building platforms that reflect that philosophy.
* Demonstrated success building and scaling IT teams, with an emphasis on designing organizations where automation and self-service reduce demand growth rather than requiring headcount to absorb it.
* Deep knowledge of Service Now platform architecture across multiple modules (ITSM, HRSD, CSM, ITOM, or similar), with strong instincts for what drives long-term platform health versus technical debt.
* Proven ability to define and deliver self-service models at scale:
Service Portal design, Virtual Agent conversation design, knowledge management strategy, and AI-assisted search — with deflection metrics as a core accountability.
* Experience connecting Service Now to enterprise data platforms (data warehouses, integration layers, CMDB) to enable grounded AI experiences, and familiarity with what good data hygiene looks like as a prerequisite…