Director IT ServiceNow Platform Delivery & Business Process; REMOTE

Director It Servicenow Platform Delivery & Business Process (Remote)

Primary

Purpose:

Provides strategic leadership and governance for the Service Now platform, ensuring technology investments align with business objectives, operational priorities, and enterprise process transformation initiatives. Serves as the primary business leader for the platform, establishing the roadmap, governance model, delivery priorities, and performance measures that drive business value. Partners with business executives, technology leadership, process owners, and strategic delivery partners to optimize platform capabilities, improve operational effectiveness, and support long-term organizational objectives.

Essential Functions and Responsibilities

• Establishes and oversees the Service Now strategy, roadmap, governance framework, and investment priorities to support business and technology objectives.
• Leads enterprise demand management, portfolio prioritization, and release planning processes to ensure platform initiatives deliver measurable business value.
• Partners with senior business and technology leaders to identify opportunities to improve operational effectiveness, automate processes, reduce risk, and enhance user experience through Service Now capabilities.
• Provides leadership for the ongoing evolution of enterprise service management processes, ensuring alignment across business functions, governance requirements, and strategic priorities.
• Drives cross-functional process transformation initiatives spanning IT service management, asset management, CMDB, service request management, change management, incident management, problem management, knowledge management, reporting, and future workflow solutions.
• Governs the Service Now portfolio and delivery pipeline, balancing strategic initiatives, regulatory requirements, operational support needs, and continuous improvement efforts.
• Establishes delivery governance standards, performance expectations, and accountability measures for internal teams and external delivery partners.
• Directs vendor relationships and delivery partner performance, ensuring quality, efficiency, risk management, and achievement of business objectives.
• Collaborates with platform architecture, integration, and technology leadership to ensure platform investments align with enterprise architecture standards, data governance requirements, and long-term technology strategy.
• Partners with business leaders and functional stakeholders to prioritize platform capabilities, process improvements, and data quality initiatives that support enterprise objectives.
• Provides executive-level communication regarding platform strategy, roadmap progress, portfolio performance, risks, and business outcomes.
• Defines, monitors, and reports on key performance indicators, adoption metrics, operational effectiveness measures, and value realization outcomes to guide strategic decision-making.
• Ensures new capabilities are supported by appropriate governance, operating procedures, organizational readiness plans, training strategies, and operational support models.
• Champions continuous improvement and innovation efforts, identifying opportunities to expand platform value and improve the efficiency and effectiveness of business operations.
• Builds alignment among business, technology, and operational stakeholders to ensure successful execution of strategic platform initiatives and achievement of organizational goals.

Additional Functions and Responsibilities

• Performs other duties as assigned.
• Travels as required.

Supervisory Responsibilities

• Provides support, guidance, leadership and motivation to promote maximum performance.
• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

Qualifications

Education & Licensing Bachelor's degree from an accredited college or university preferred. CSA, ITIL 4, Scrum Master/Product Owner, Service Now ITSM or related CIS certification preferred.

Experience

Ten (10) years of related experience in technology delivery, product…