Responsibilities
- Oversee the long-term strategic direction, governance framework, and operational model for the global ServiceNow platform, ensuring scalability and consistent delivery.
- Set enterprise-wide priorities for capability development, deployment, user adoption, and ongoing optimization of ServiceNow functionalities.
- Collaborate with IT, HR, Finance, Security, and operational teams to convert business requirements into scalable technical solutions and support decision-making forums.
- Manage the end-to-end demand process, including backlog management, release planning, and lifecycle oversight, using Agile methodologies to ensure reliable execution.
- Enforce governance standards by controlling what work enters development, ensuring alignment with capacity and strategic priorities.
- Define and maintain development practices, integration protocols, upgrade procedures, and performance monitoring to sustain platform integrity.
- Promote use of native ServiceNow features to minimize custom code and reduce long-term maintenance costs.
- Supervise internal and external teams responsible for platform development and implementation, including managed service providers.
- Ensure vendor partners meet quality, timeline, technical, and business outcome expectations through performance oversight.
- Foster a team culture rooted in accountability, high operational standards, and iterative improvement.
- Identify and implement enhancements using automation, self-service tools, artificial intelligence, and improved interface design.
Work Arrangement
Hybrid — Houston, TX, Dallas, TX
Other
This role supports flexible hybrid scheduling with a mix of on-site and remote work, based in either Houston or Dallas, Texas.
