ServiceNow Director

Responsibilities

• Service Delivery Leadership: Oversee the delivery of ServiceNow managed services, ensuring timely resolution of incidents, service requests, and change requests while maintaining SLAs
• Team Management: Lead, mentor, and manage a team of 40+ professionals, including ServiceNow consultants, developers, administrators, and support engineers, fostering a high-performance culture and ensuring skill development
• Operational Oversight: Manage daily operations, including incident and problem management, service request fulfillment, knowledge base maintenance, and performance monitoring, ensuring operational efficiency and client satisfaction
• Platform Maintenance and Upgrades: Direct monthly cloning activities, patch management, and bi-annual ServiceNow platform upgrades, ensuring minimal disruption and compatibility with integrations (e.g., SAP, Active Directory, QMIS)
• Stakeholder Engagement: Act as the primary point of contact for leadership and stakeholders, conducting executive reviews, presenting performance metrics, and aligning service delivery with strategic goals
• Financial and Resource Management: Manage budgets, resource allocation, and vendor relationships, optimizing costs while ensuring adequate staffing for support and enhancement projects
• Continuous Improvement: Drive adoption of ServiceNow advancements (e.g., Now Assist GenAI, Predictive Intelligence) and implement best practices to enhance service quality, automation, and client experience
• Risk and Quality Assurance: Identify and mitigate delivery risks, ensure quality control through code reviews and testing, and maintain comprehensive documentation for all managed services activities
• Training and Knowledge Transfer: Ensure ongoing training for team members and end-users, promoting adoption and proficiency in ServiceNow modules

• 15+ years of experience in IT service delivery, with at least 5 years in a leadership role managing ServiceNow or similar enterprise platforms
• Proven track record of leading teams of 40+ members in managed services, including support, enhancements, and platform maintenance
• Extensive experience with ServiceNow modules: ITxM (ITSM, ITOM, ITBM), CSM, HRSD, IRM, SecOps, and SPM, in large enterprise environments
• Demonstrated success in managing complex integrations (e.g., SAP, Active Directory) and ensuring compliance with regulatory standards (e.g., GDPR, AML)
• Deep understanding of ServiceNow architecture and modules (ITxM, CSM, HRSD, IRM, SecOps, SPM), including configuration, scripting (JavaScript, Glide API), and automation (Flow Designer, Workflow Editor)
• Expertise in managing integrations using REST, SOAP, and ServiceNow Integration Hub
• Knowledge of security and compliance features (e.g., encryption, SSO, audit trails) in ServiceNow deployments
• Familiarity with AI-driven features (e.g., Now Assist, Predictive Intelligence) for operational insights and automation
• Strong understanding of ITIL processes (e.g., Incident, Problem, Change, Service Request Management) and their application in ServiceNow

• ServiceNow Certified System Administrator (mandatory)
• At least one of the following ServiceNow certifications (highly preferred):
• Certified Implementation Specialist – ITSM
• Certified Implementation Specialist – Customer Service Management
• Certified Implementation Specialist – Human Resources
• Certified Implementation Specialist – Risk and Compliance
• Certified Implementation Specialist – Security Operations
• Certified Implementation Specialist – Strategic Portfolio Management

ITIL Expert or higher (preferred).

PMP or Project Management Professional or equivalent (preferred).

• Shift: Morning shift
• Setup: Hybrid
• Location: Makati, PH

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