Director - SN & Ent. Tools Operations Excellence

About the role

The ServiceNow Platform & Enterprise Tools Service Operations Lead is responsible for ensuring the stable, compliant, and reliable operation of core systems and platforms within the ServiceNow Platform & Enterprise Tools domain. The role oversees day-to-day platform operations and ensures that processes are followed, risks are managed, and changes are delivered safely.

What you'll do

• Provide operational leadership across core platforms, ensuring system stability, availability, and adherence to service levels
• Govern incident, problem, change, configuration, and release processes for domain platforms, ensuring operational compliance with ITSM policies and control frameworks
• Define and maintain service readiness and runbook quality standards (e.g. ServiceNow Knowledge), ensuring escalation paths, support tasks, data handling
• Create and oversee service plans for new and enhanced products, coordinating with Product Owners, third-party partners, and platform/service teams to define SLAs
• Monitor platform performance, proactively identifying risks, trends, and recurring issues, and implement improvement actions to strengthen stability and user experience

What you need

• Reporting
• Coordination
• Root cause analysis
• ServiceNow
• Process improvement
• IAM

Good to have

• ITIL
• Operational risk
• Incident response
• Vulnerability assessment