ServiceNow Platform and Product Lead | Contract

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, good 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 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 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.

Required Skills and Knowledge

• Bachelor's degree in Computer Science, Information Systems, or a related discipline.
• Minimum 7 years of ServiceNow implementation experience in complex enterprise environments.
• Expertise in ServiceNow modules, including ITSM, ITOM, ITAM, SPM, and overall platform architecture.
• Proven experience integrating ServiceNow with external tools, platforms, and enterprise systems.
• Good understanding of ServiceNow AI, automation capabilities, and workflow optimization.
• Experience managing CMDB governance, data integrity, platform standards, security controls, and operational excellence.
• Demonstrated ability to lead technical teams, manage multiple projects, and drive successful delivery.
• Product ownership experience, including roadmap planning, backlog management, prioritization, and release planning.
• Excellent stakeholder management and communication skills, with the ability to translate business requirements into scalable technical solutions.
• Good analytical, problem-solving, and organizational skills with a proactive and solution-oriented mindset.
• Passion for service improvement, operational excellence, and continuous platform optimization.
• Mandatory certifications: ServiceNow Certified System Administrator (CSA) and ITIL Foundation.
• Certifications: CIS-ITSM, Discovery, Service Mapping, Cloud Practitioner, Agile, or Scrum certifications.
• Excellent written and verbal communication skills
• Flexible to provide support outside standard business hours when required.
• Willingness to travel 5-10% as required.