Senior Director, Software Engineering

The Director, Service Now & IT Tool Strategy is responsible for leading the strategy, implementation, and ongoing management of the enterprise service management platform and IT tooling ecosystem, ensuring alignment with business objectives and operational needs. This role oversees the Service Now platform and the broader IT tools portfolio, including IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM/SAM), Configuration Management (CMDB), Employee Service Delivery, Governance, Risk & Compliance (GRC), and other enterprise IT productivity and collaboration tools.

The ideal candidate will bring a strong IT service management functional background, experience managing Service Now and IT tools as a product, and a track record of driving large-scale platform transformations, tool rationalization, and organizational change. Additionally, they will be hands‑on in managing budgets, leading teams, and working closely with an Engineering CoE to execute key initiatives.

The Director, Service Now & IT Tool Strategy will oversee a portfolio of IT tooling products, managing multiple Product Owners, Solution Architects, and Platform/Technical Architects to ensure IT technology investments drive efficiency, scalability, employee experience, and compliance.

• Bachelor's Degree or equivalent in Computer Science, Software Engineering, Information Systems, or related field.
• 10+ Years of Relevant Experience
• IT service management background with deep knowledge of ITIL practices, including incident, problem, change, request, knowledge, and asset management
• Minimum 8 years experience managing and optimizing enterprise IT platforms and tooling, such as IT service management, IT operations, monitoring, or cloud management platforms. Experience with Service Now (ITSM, ITOM, CMDB, HRSD, or GRC) preferred
• Service Now certifications (e.g., Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect) and ITIL certification preferred

• Define and execute a Service Now and IT tools strategy aligned with corporate technology and business goals.
• Partner with IT leadership (CIO, Infrastructure, Service Desk, Security, Enterprise Applications) and business functions (HR, Legal, Facilities) to ensure platforms meet business needs and compliance requirements.
• Maintain a multi-year roadmap for platform enhancements, module adoption, upgrades, and tool rationalization.
• Stay ahead of industry trends and best practices in service management and IT tooling (e.g., AIOps, generative AI and virtual agents, workflow automation, observability, self-service).
• Oversee a portfolio of IT tooling products, ensuring alignment and integration across systems and platforms.
• Manage and provide direction to Product Owners, Solution Architects, and Platform/Technical Architects within the Service Now & IT Tools group.
• Ensure all product teams are driving backlog management, platform enhancements, and business alignment with broader enterprise goals.
• Own Service Now platform governance, including demand intake, release management, upgrade cadence, instance health, and CMDB data quality.
• Work with Solution Architects and Platform Engineers to design scalable and secure solutions.
• Develop KPIs and SLAs to measure platform performance, adoption, and business value.

• Lead large-scale platform transformations (e.g., Service Now module rollouts, legacy tool consolidation, CMDB and asset management maturity, service portal modernization).
• Drive IT tool rationalization to reduce redundancy, lower cost, and…