Director - ServiceNow Integrations

Stanley David and Associates provided pay range

This range is provided by Stanley David and Associates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$/yr - $/yr

We are seeking a Director – Service Now & Integration to lead a cross-functional team responsible for driving process simplification, automation, and seamless integration across business systems. This leader will champion the adoption of Service Now as a core platform for workflow automation, incident management, and customer experience, while ensuring tight alignment with business and IT teams. The role will also oversee integrations with other platforms to deliver unified, industry-standard solutions that optimize customer outcomes, operational efficiency, and cost.

You will define the Service Now and integration strategy, build and prioritize the roadmap, and deliver measurable business impact by partnering with stakeholders and vendors across onshore and offshore locations—operating as one team with a single backlog and shared metrics.

• Translate business priorities into a clear Service Now and integration strategy, roadmap, and backlog.
• Own outcomes across customer experience, automation, reliability, and cost—not just activities.
• Act as an extension of the client org (not a remote vendor PMO); build trust with technology and business leaders.
• Configuration and workflow setup for Service Now and ensure business alignment with business requirements and industry standards.
• Make architecture decisions spanning Service Now modules (ITSM, CSM, FSM), workflow automation, and integrations with platforms like Zuora, Agent Force, and Sitracker.
• Deep expertise in middleware solutions (e.g., Node.js, Java Spring Boot, Oracle Fusion).
• Be a hands-on technical leader—able to review/critique architecture diagrams, integration flows, and configuration.

• Champion process simplification based on industry standards; automate workflows to reduce manual effort and improve service quality.
• Embed AI and contextual automation in Service Now delivery; measure impact on speed, quality, and cost.

• Foster a Dev Ops mindset—reduce handoffs, automate deployments, testing, and operations for Service Now and integrations.
• Keep the structure lean—minimize layers, centralize expertise where it accelerates learning.
• Lead onshore/offshore as one system—single backlog, shared metrics, and seamless collaboration.
• Govern budgets, capacity, and vendor contributions; ensure SLAs and outcomes are met.
• Partner with client stakeholders to co-design solutions and agree measurable outcomes.

• Design and deliver customer experiences across self-serve, assisted, and premium service tiers using Service Now and integrated platforms.
• Enable full autonomy for digital self-service, guided interactions, and proactive support with AI and automation.
• Build and grow a high-trust, high-performance culture.
• Hire, mentor, define career paths, and drive knowledge sharing across squads.
• Model modern ways of working: agile product thinking, small batches, fast feedback, continuous testing.
• Communicate with clarity—crisp storytelling for execs and transparent status/risk management.

• Own outcomes - optimize for customer experience, revenue, stability, and cost.
• Be hands-on - possess the ability to write/understand code, and/or lead towards the best and most optimized solution.
• Drive true Dev Ops - Team works together closely, sharing responsibilities, cross collaboration from concept to production.
• Use AI as a delivery enhancer - Adopt tools and measure impact.
• Keep the structure lean - Minimize layers, centralize expertise where it speeds learning.
• Lead onshore/offshore as one - single backlog, shared metrics, seamless collaboration.
• Run on data and metrics - flow, reliability, quality, cost, and business KPIs.
• Model modern practices - Agile product thinking, small batches, fast feedback, continuous testing.
• Create high trust, high performance - Clear goals, accountability, psychological…