Job Description

About the role

We are seeking a Product and Platform Lead for ServiceNow. The ideal candidate will be a self-starter capable of wearing multiple hats, including technical advisory, solution design, and implementation leadership. This role requires a deep understanding of the ServiceNow platform, strong technical expertise, and the ability to guide and mentor teams to achieve successful outcomes. The role will take an enterprise-wide perspective and ensure a fit-for-purpose, robust and cost-optimized approach, enabling direct users of the application and the organization a seamless user experience.

The role is highly collaborative in nature with touchpoints across functional teams, vendors, and business leaders striving for excellence in delivery of the services. You will lead teams of developers for both BAU and Project operations under the Managed Service Provider contracts.

Key responsibilities

• Technical Leadership: Provide technical leadership and guidance across multiple engagements, ensuring the successful implementation of ServiceNow solutions.
• Solution Design: Translate business requirements into technical solutions, creating architectural blueprints that align with best practices and long-term goals.
• Platform Strategy: Develop and maintain a robust instance strategy, technical governance, and core data management to ensure the health and performance of the ServiceNow platform.
• Product Management: Define, maintain, and communicate the ServiceNow product vision, value proposition, and release strategy. Serve as the primary point of contact for business stakeholders advocating for digital workflow enablement.
• Service Delivery & Operations Management: Oversight on the Manage Service partner on day-to-day operations and management of Service Now including delegation of project work to external partners via structured projects in International SOS.
• AI & Automation Enablement: Identify opportunities to apply AI and automation within ServiceNow to improve efficiency and user experience. Oversee adoption and governance of ServiceNow AI capabilities, ensuring secure and responsible use.
• Operational Excellence: Drive operational excellence by improving BAU performance and SLAs, ensuring strong vendor delivery, and proactively maintaining platform reliability through monitoring and issue prevention.
• Integration Management: Oversee integrations between ServiceNow and other systems, ensuring seamless data flow and interoperability.
• Customer and Vendor Engagement: Work closely with internal teams to understand their needs and deliver tailored solutions that drive digital transformation. Adopt a collaborative approach towards vendor management.
• Mentorship and Training: Mentor and train team members, fostering a culture of continuous learning and improvement.
• Governance and Compliance: Establish and enforce technical governance processes, standards, and practices to maintain the integrity and security of the platform.

About you

• Bachelor's degree in computer science, information systems, or related field
• Minimum of 7 years of experience in ServiceNow implementation in complex environments.
• ServiceNow certifications including CSA (mandatory) and preferably CIS‑ITSM, Discovery, or Service Mapping
• ITIL Foundation (Mandatory)
• Cloud practitioners (Desirable)
• Agile or Scrum Certified
• Strong understanding of ServiceNow platform architecture, applications, and modules ((e.g., ITSM, ITOM, ITAM, SPM)
• Proven experience with integrations between ServiceNow and other tools/systems.
• Demonstrated ability to lead technical teams and manage multiple projects simultaneously.
• Product ownership skills: road mapping, backlog management, release planning.
• Strong understanding of ServiceNow AI and automation capabilities
• Ability to enforce platform standards and security controls, with strong understanding of CMDB governance, data integrity, and operational excellence.
• Excellent communication and interpersonal skills with strong stakeholder engagement at all levels including vendor and ability to translate business needs into scalable solutions.
• Strong analytical, organizational, and problem-solving skills, with a proactive approach to identifying and addressing challenges in a prioritized manner.
• Able to demonstrate a high degree of flexibility including out ofoffice hours to support
• Passion for Operational Excellence and Service Improvement
• 5%-10% travel requirements