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Director IT ServiceNow Platform Delivery & Business Process (REMOTE)

PRIMARY PURPOSE: Provides strategic leadership and governance for the ServiceNow platform, ensuring technology investments align with business objectives, operational priorities, and enterprise process transformation initiatives. Serves as the primary business leader for the platform, establishing the roadmap, governance model, delivery priorities, and performance measures that drive business value. Partners with business executives, technology leadership, process owners, and strategic delivery partners to optimize platform capabilities, improve operational effectiveness, and support long-term organizational objectives.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Establishes and oversees the ServiceNow strategy, roadmap, governance framework, and investment priorities to support business and technology objectives.
• Leads enterprise demand management, portfolio prioritization, and release planning processes to ensure platform initiatives deliver measurable business value.
• Partners with senior business and technology leaders to identify opportunities to improve operational effectiveness, automate processes, reduce risk, and enhance user experience through ServiceNow capabilities.
• Provides leadership for the ongoing evolution of enterprise service management processes, ensuring alignment across business functions, governance requirements, and strategic priorities.
• Drives cross-functional process transformation initiatives spanning IT service management, asset management, CMDB, service request management, change management, incident management, problem management, knowledge management, reporting, and future workflow solutions.
• Governs the ServiceNow portfolio and delivery pipeline, balancing strategic initiatives, regulatory requirements, operational support needs, and continuous improvement efforts.
• Establishes delivery governance standards, performance expectations, and accountability measures for internal teams and external delivery partners.
• Directs vendor relationships and delivery partner performance, ensuring quality, efficiency, risk management, and achievement of business objectives.
• Collaborates with platform architecture, integration, and technology leadership to ensure platform investments align with enterprise architecture standards, data governance requirements, and long-term technology strategy.
• Partners with business leaders and functional stakeholders to prioritize platform capabilities, process improvements, and data quality initiatives that support enterprise objectives.
• Provides executive-level communication regarding platform strategy, roadmap progress, portfolio performance, risks, and business outcomes.
• Defines, monitors, and reports on key performance indicators, adoption metrics, operational effectiveness measures, and value realization outcomes to guide strategic decision-making.
• Ensures new capabilities are supported by appropriate governance, operating procedures, organizational readiness plans, training strategies, and operational support models.
• Champions continuous improvement and innovation efforts, identifying opportunities to expand platform value and improve the efficiency and effectiveness of business operations.
• Builds alignment among business, technology, and operational stakeholders to ensure successful execution of strategic platform initiatives and achievement of organizational goals.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Travels as required.

SUPERVISORY RESPONSIBILITIES

• Provides support, guidance, leadership and motivation to promote maximum performance.
• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred. CSA, ITIL 4, Scrum Master/Product Owner, ServiceNow ITSM or related CIS certification preferred.

Experience

Ten (10) years of related experience in technology delivery, product ownership, business process leadership, enterprise platforms, or ServiceNow delivery or equivalent combination of education and experience required.

Skills & Knowledge

• Advanced knowledge of ServiceNow platform capabilities, enterprise service management practices, governance frameworks, and digital workflow solutions
• Strong understanding of ITSM, ITAM, CMDB, change management, incident management, service operations, and process transformation methodologies
• Demonstrated ability to develop and execute platform strategies, roadmaps, and investment plans that align with organizational objectives and drive business value
• Exceptional leadership, collaboration, and influencing skills, with the ability to build alignment among senior business, technology, and operational stakeholders
• Proven ability to govern complex portfolios, prioritize competing business demands, and balance strategic initiatives with operational and regulatory requirements
• Strong vendor management, negotiation, and performance oversight skills, including the ability to lead external delivery partners and hold them accountable for results
• Excellent analytical, communication, and executive presentation skills, with the ability to translate complex technical concepts into actionable business insights and recommendations
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

Sedgwickis an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.