Director, ServiceNow Platform

The Opportunity

Reporting to the Executive Director, Enterprise Platform, as the Director, ServiceNow Platform you will be a leader responsible for the strategy, execution and operations support for the ServiceNow Platform at CSL. You will manage a team of FTE and SI Partners. You will set the overall direction and realize business value outcomes as it relates to the leverage and continuous maturing of CSL's platform environment. You will serve as a thought leader and solution partner across both the I&T and Business Domains that are leveraging ServiceNow to drive a unified service experience for I&T and our employees. You will lead through automation and focus on improvements to process and data quality. You will be able to engage across team members to achieve a common goal that is clear and concise for the enterprise. This is a hybrid role, which offers a combination of an onsite and remote work schedule. #LI-hybrid

• Accountability of strategy, execution and support of the ServiceNow platform and related processes supported: ITSM, ITAM, ITOM, HR, Procurement and future roadmap enhancements for the ServiceNow platform.
• Partner with key leaders across the I&T organization to establish governance, design, development and support practices to ensure continuous delivery of value.
• Thought leader in establishing best practices and automation in continued maturity of ITSM and related toolsets.
• Ensure visibility and accuracy of core metrics across service and CMDB data quality.
• Provide overall direction and resource management of designated SI partners supporting CSL in its usage of ServiceNow. This includes overall relationship management accountability with ServiceNow
• Serve as overall Platform Owner, setting overall roadmap and management of feature backlog.
• Talent Development: Hire, develop and retain critical talent, modernization our delivery and development methodologies to align to a platform delivery mindset. Provide mentorship and guidance for directs and the broader technology delivery organization.
• Financial Accountability - Ensure timely and accurate financial budgets are adhered to across your programs and cost centers. Serve as a model of strong financial stewardship for your team to mirror.
• Product and Agile Execution Shift - Define the product solution portfolio and bring business and technology stakeholders on the journey of change. Drive industry best practices and set a high bar of standards, establishing a quarterly cadence of change.
• Technology Expert - Stay up to date on current trends in industry as well as within the technology landscape which you are accountable for, adoption and leveraging to drive improvements and value for the enterprise.

• Bachelor's Degree required with a preferred focus in Computer Science or related field.
• 12+ years of IT service operations experience with a minimum of 5 years as a ServiceNow Platform leader.
• 7+ years experience designing and leading implementation of solutions within ITIL Frameworks and leveraging ITSM tools.
• 5+ years of experience managing people and SI partners.
• 5+ years of experience deploying solutions in a highly regulated industry at a global scale.
• 5+ years of experience executing through an Agile delivery framework.
• Demonstrated proficiency of ITSM, ITOM, ITAM, Customer Service Management, HR Service Delivery, GRC and other modules of ServiceNow.
• Preferred Qualifications of ServiceNow Certified Systems Administrator and/or Certified Implementation Specialist.
• Preferred Qualifications of ITIL v ¾ Foundations Certification.