ServiceNow Platform and Product Lead

We are looking for a Product and Platform Lead specializing in ServiceNow. The perfect candidate will be a proactive individual who can manage diverse responsibilities, including technical advisory, solution architecture, and leadership in implementation. A profound comprehension of the ServiceNow platform, along with robust technical knowledge, is essential for guiding and mentoring teams toward successful project outcomes. This position demands an enterprise-wide view to ensure a tailored, efficient, and cost-effective approach, providing both direct users and the broader organization with a seamless application experience.

This role is inherently collaborative, requiring interaction with various functional teams, vendors, and business leaders who are committed to delivering exceptional services. You will oversee teams of developers engaged in both Business-as-Usual (BAU) and project operations under Managed Service Provider agreements.

Key Responsibilities

. Technical Leadership: Offer technical direction and support across various projects, ensuring successful ServiceNow solution implementations.

. Solution Design: Convert business requirements into technical solutions, developing architectural frameworks aligned with industry best practices and long-term objectives.

. Platform Strategy: Create and sustain a comprehensive instance strategy, technical governance, and core data management to optimize the health and performance of the ServiceNow platform.

. Product Management: Articulate, maintain, and communicate the ServiceNow product vision, value proposition, and release strategy. Act as the primary liaison for business stakeholders to promote digital workflow enhancements.

. Service Delivery & Operations Management: Oversee the Managed Service partner regarding daily operations and ServiceNow management, including delegating project tasks to external partners through structured projects in International SOS.

. AI & Automation Enablement: Identify and leverage opportunities for AI and automation within ServiceNow to enhance efficiency and user experience. Ensure proper governance and responsible use of ServiceNow AI features.

. Operational Excellence: Promote operational excellence by enhancing BAU performance and service level agreements (SLAs), ensuring effective vendor delivery, and proactively safeguarding platform reliability through monitoring and preventive measures.

. Integration Management: Manage integrations between ServiceNow and other systems, ensuring smooth data flow and compatibility.

. Customer and Vendor Engagement: Collaborate closely with internal teams to discern their needs and provide customized solutions that drive digital transformation. Embrace a cooperative approach to vendor management.

. Mentorship and Training: Guide and train team members, nurturing a culture of ongoing learning and improvement.

. Governance and Compliance: Develop and enforce technical governance frameworks, standards, and practices to uphold the platform's integrity and security.

Required Skill Sets

. In-depth understanding of ServiceNow platform architecture, applications, and modules (e.g., ITSM, ITOM, ITAM, SPM)

. Proven track record of integrations between ServiceNow and other tools/systems.

. Established ability to lead technical teams while managing multiple projects concurrently.

. Product ownership capabilities: road mapping, backlog management, release planning.

. Strong grasp of ServiceNow AI and automation functionalities.

. Capability to enforce platform standards and security protocols, with a solid understanding of CMDB governance, data integrity, and operational excellence.

. Exceptional communication and interpersonal skills, with a strong ability to engage stakeholders at all levels, including vendors, and to translate business requirements into scalable solutions.

. Strong analytical, organizational, and problem-solving abilities, with a proactive mindset for identifying and addressing challenges effectively.

. Willingness to demonstrate flexibility, including availability outside of standard office hours to provide support.

. A genuine passion for Operational Excellence and Service Improvement.

Required Work Experience

. At least 7 years of experience in implementing ServiceNow within complex environments.

Required Qualifications

. Bachelor's degree in computer science, information systems, or a related field.

. ServiceNow certifications, including CSA (mandatory), and preferably CIS-ITSM, Discovery, or Service Mapping.

. ITIL Foundation certification (mandatory).

. Cloud Practitioner certification (desirable).

. Agile or Scrum certification.