Enterprise Solutions Sr Director

Overview

THE ROLE

We are seeking an accomplished Executive Technical Leader with extensive functional and technical expertise in Service Now to lead our enterprise Service Now strategy, architecture, platform and implementation initiatives. This role will define and own delivery for the long-term platform vision, oversee governance, and ensure alignment of Service Now capabilities with business goals. The successful candidate will combine strategic thought leadership with deep technical proficiency, driving digital transformation through scalable and innovative Service Now solutions.

• Develop and own the enterprise-wide Service Now strategy and roadmap, aligning with organizational digital transformation objectives.
• Serve as the executive sponsor for Service Now initiatives, driving adoption and value realization across business functions.
• Establish platform governance, standards, and best practices for design, development, and operations.
• Partner with business and IT leaders to identify automation, workflow optimization, and service management opportunities.

• Provide technical direction for architecture, integrations, and custom development on the Service Now platform (including ITSM, ITOM, HRSD, CSM, Sec Ops, GRC, and custom apps).
• Translate business requirements into scalable Service Now solutions using a deep understanding of both out-of-the-box functionality and customization best practices.
• Define the multi‑year product roadmap for Service Now based on emerging requirements, transformation timelines, and product innovation roadmaps.
• Oversee complex implementations, ensuring performance, reliability, and maintainability.
• Stay current on Service Now releases, new modules, and industry trends, guiding platform evolution.
• Define gaps and influence the Service Now product roadmap.
• Partner across teams – cloud, UX, data and analytics, enterprise architecture – in the delivery of services and product roadmaps.

• Build and lead high‑performing Service Now teams—architects, developers, and functional consultants.
• Foster a culture of continuous improvement, innovation, and excellence in delivery.
• Collaborate with vendors, partners, and Service Now account teams to enhance capability and leverage emerging technologies.
• Set direction and measure success across multiple domains including Demand & Governance, Architecture, Solution Delivery, Platform Governance & Operations, Horizontal Products & Innovations, Shared Services for Managing & Governing.
• Lead a diverse team of Agile leads, Architects, Developers, Engineers, Operations leads, and Solution Delivery.

• Ensure platform stability, compliance, and security through robust Dev Ops and governance practices.
• Define and monitor KPIs and success metrics for platform performance and business impact.
• Optimize licensing, cost, and platform usage across the enterprise.

• 10–15+ years of IT experience, with at least 7+ years in Service Now architecture, development, and administration.
• Proven expertise in Service Now modules such as ITSM, ITOM, HRSD, CSM, GRC, Sec Ops, and CMDB.
• Deep understanding of Service Now architecture, integrations (REST/SOAP APIs, MID servers), and data modeling.
• Strong background in JavaScript, Angular
  
  JS, Glide APIs, Flow Designer, and Service Portal development.
• Experience with cloud infrastructure, ITIL processes, Dev Ops, and Agile delivery frameworks.
• Demonstrated success leading large‑scale Service Now transformations or enterprise deployments.

• Exceptional executive communication and stakeholder management skills.
• Proven ability to bridge business and technology, influencing at C‑level and across departments.
• Strong program management and change leadership experience.
• Skilled at governance design, platform standardization, and driving organizational adoption.
• Adept at budgeting, resource planning, and vendor management.

Key Accountabilities

• Define and Drive the Enterprise Service Now Strategy

Lead the development and execution of the enterprise‑wide Service Now roadmap…