Director, IT ServiceNow Platform Delivery – Business Process

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Develop and manage the ServiceNow strategy, roadmap, governance framework, and investment priorities.

• Oversee enterprise demand management, portfolio prioritization, and release planning.

• Collaborate with senior leadership in business and technology to enhance operational efficiency, automate workflows, mitigate risks, and improve user experience.

• Guide the advancement of enterprise service management processes across various business functions.

• Spearhead cross-functional process transformation in areas such as ITSM, asset management, CMDB, service requests, change management, incident management, problem management, knowledge management, reporting, and workflow solutions.

• Manage the ServiceNow portfolio and delivery pipeline effectively.

• Set delivery governance standards, performance expectations, and accountability measures.

• Oversee vendor relationships and the performance of external delivery partners.

• Work closely with architecture, integration, and technology leadership to ensure enterprise alignment, data governance, and technology strategy.

• Prioritize platform capabilities, process enhancements, and data quality initiatives in collaboration with business stakeholders.

• Provide executive updates regarding platform strategy, roadmap progress, portfolio performance, risks, and business outcomes.

• Define, track, and report on KPIs, adoption metrics, operational effectiveness measures, and value realization outcomes.

• Ensure governance, operational procedures, organizational readiness, training strategies, and support for new capabilities.

• Promote continuous improvement and innovation within the organization.

• Foster alignment among business, technology, and operational stakeholders.

• Perform additional duties as assigned.

• Travel as necessary.

• Offer supervisory support, guidance, leadership, and motivation to team members.

• Implement personnel policies and adhere to staffing and training standards.

• Conduct interviews, hire staff, establish performance development plans, and lead performance discussions.

⛳️ Requirements

• A Bachelor's degree from an accredited college or university is preferred.

• CSA, ITIL 4, Scrum Master/Product Owner, ServiceNow ITSM or related CIS certification is preferred.

• A minimum of ten (10) years of relevant experience in technology delivery, product ownership, business process leadership, enterprise platforms, or ServiceNow delivery, or an equivalent combination of education and experience is required.

• Extensive knowledge of ServiceNow platform capabilities, enterprise service management practices, governance frameworks, and digital workflow solutions.

• Strong comprehension of ITSM, ITAM, CMDB, change management, incident management, service operations, and process transformation methodologies.

• Proven ability to develop and implement platform strategies, roadmaps, and investment plans that align with organizational goals.

• Excellent leadership, collaboration, and influencing skills to create alignment among senior business, technology, and operational stakeholders.

• Capability to manage complex portfolios, prioritize competing business needs, and balance strategic initiatives with operational and regulatory requirements.

• Skills in vendor management, negotiation, and performance oversight.

• Strong analytical, communication, and executive presentation skills.

• Ability to thrive in a team-oriented environment.

• Capacity to meet or exceed established Performance Competencies.

🏝️ Benefits

• Work-life balance.

• Supportive culture.

• Opportunities for career advancement.

• Reasonable accommodations provided when applicable and appropriate.

• Commitment to being an Equal Opportunity Employer and maintaining a Drug-Free Workplace.