Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Own the end-to-end strategy, governance, and value realization of the ServiceNow platform across the enterprise. This includes defining the platform vision and roadmap, establishing a high-performing practice overseeing architecture and delivery, optimizing run operations, and ensuring that ServiceNow outcomes directly advance business strategy, operational efficiency, risk/compliance, and employee/customer experience.
The Director acts as the Platform owner—accountable for maximizing ROI, maintaining robust controls, and enabling scalable innovation through ServiceNow.
Responsibilities
1) Strategy, Portfolio & Stakeholder Leadership
Define ServiceNow vision, target architecture, and capability roadmap aligned to enterprise strategy, TMO programs, and business unit objectives.
Lead annual planning, investment cases, and portfolio prioritization; ensure clear demand intake and benefits realization.
Influence senior stakeholders (CIO, CHRO, COO, CISO, CSO) and champion change management and adoption across functions.
2) Practice Ownership
Build and lead the ServiceNow practice: hiring, coaching, capability building, and succession planning.
Establish standards for solution design, data quality, integrations, and UX; curate reusable patterns/components.
Govern citizen development via App Engine guardrails, reviews, and enablement.
3) Architecture, Delivery & Quality
Chair the ServiceNow Architecture Review process; enforce design principles, security/privacy controls, and reference architectures.
Oversee Agile delivery (Scrum/Kanban), DevOps toolchain, automated testing, CI/CD, and environment management.
Direct complex implementations (e.g., ITOM visibility/service mapping, IRM/GRC control testing, SecOps integrations, HRSD employee journeys, CSM case resolution).
4) Run Operations & Reliability
Ensure platform reliability, performance, and scalability; define SLOs and error budgets with platform engineering/SRE.
Own upgrade strategy and regression testing; drive change success rates and limiting customization.
Manage CMDB health (completeness, correctness), discovery sources, and cross-domain integration (APM, observability, identity), also the platform health
Manage the ServiceNow CoE.
5) Risk, Compliance & Security
Partner with InfoSec, Internal Audit, and Compliance to enforce controls (access, segregation of duties, data protection, logging/monitoring).
Embed IRM/GRC processes into workflows; maintain evidence for audits and regulatory requirements.
6) Financials, Vendors & Contracts
Own budget (Run & Change), licensing strategy, and cost optimization; measure unit economics and TCO.
Govern partner ecosystem (implementation partners, MSPs) with clear SLAs, SOWs, and value-based outcomes.
7) Change Management & Adoption
Drive user-centric rollout plans; define readiness, communications, and training.
Monitor adoption KPIs; iterate experiences to reduce friction and increase self-service.
Required Qualifications & Experience
Education:
- Bachelor’s degree in Information Systems/Computer Science/Engineering; MBA or relevant Master’s preferred.
Experience:
- 12–15+ years in enterprise IT with 8+ years leading ServiceNow/enterprise platforms at scale.
- Proven track record as platform owner/practice leader covering multiple ServiceNow products (ITSM, ITOM, CMDB, IRM/GRC, SecOps, HRSD, CSM, SPM, ESG, ESC and App Engine).
- Experience running a CoE, governing Architecture Review Boards, and executing large-scale transformations.
- Deep familiarity with integrations (IntegrationHub, APIs), identity/access, observability, and data architecture.
- Strong vendor management and commercial optimization (licensing, contracts, rate cards)
Certifications (nice-to-have / preferred):
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (any of ITSM, ITOM, IRM, SecOps, HRSD, CSM, SPM)
- ServiceNow Certified Application Developer (CAD)
- ITIL v4 Managing Professional, SAFe/Agile certifications, COBIT/ISO 27001 familiarity
Core Competencies
Strategic Leadership: Converts enterprise strategy into actionable platform roadmaps with measurable outcomes.
Architecture & Governance: Balances innovation with standards, controls, and sustainable design.
Product & Portfolio Management: Owns backlog, value hypotheses, KPIs, and benefits tracking.
Operational Excellence: Drives reliability engineering, CMDB health, and upgrade discipline.
Financial Acumen: Manages budgets, licensing, TCO, and vendor performance to maximize ROI.
Stakeholder Influence: Communicates crisply to executive audiences; fosters cross-functional alignment.
People Leadership: Builds a high-performing practice; coaches, mentors, and scales talent.
Change & Adoption: Orchestrates training, communications, and experience design for adoption.
Workplace type:
Hybrid WorkingAbout NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.
