ServiceNow Platform Owner (COEI Lead)

Job SummaryWe are seeking a strategic leader to build, establish, and operate a ServiceNow Center of Excellence and Innovation (CoEI) for our client organization. This role will be responsible for developing the organizational blueprint, establishing governance and delivery frameworks, leading cross-functional teams, and driving the strategic vision for ServiceNow as an enterprise platform for digital transformation. The successful candidate will combine deep ServiceNow expertise with enterprise leadership capability, stakeholder management, and change leadership to scale ServiceNow value across the client's organization.Key ResponsibilitiesStrategic Leadership & VisionDefine and articulate the client's vision and business case for ServiceNow as an enterprise platform for digital transformation; connect this vision to measurable business outcomes and secure executive sponsorshipOwn and oversee all ServiceNow instances across the enterprise; serve as the single point of accountability for platform oversightEstablish and preside over strategic governance functions (steering committees, demand boards, design boards); ensure effective decision-making across stakeholder groupsDrive organizational change management in support of ServiceNow adoption; partner with organizational leadership to overcome resistance and build championshipCoEI Structure & Team BuildingDesign and implement the CoEI organizational structure across four core functions: strategy, business engagement and delivery, platform architecture and support, and innovationBuild and mentor high-performing teams capable of delivering on strategy, governance, and delivery; define career paths and talent developmentEstablish clear roles, responsibilities, and accountabilities (RACI) between the CoEI and business partners, service owners, process owners, and development teamsDelivery & Value RealizationDefine ServiceNow as a Service (SaaS) offerings to business stakeholders (e.g., new capabilities, upgrades, workflow optimization, training); establish SLAs and engagement commitmentsEstablish demand management and prioritization processes that balance business demands with strategic roadmap prioritiesOversee delivery of new ServiceNow capabilities on time, on budget, and to quality standards; manage the demand-to-release cycleDrive platform hygiene and upgrade planning; ensure regular upgrades and platform management to stay ahead of demandManage application escalations and complex cross-functional issues at the enterprise levelGovernance, Standards & Risk ManagementEstablish technical governance policies and standards for configuration, customization, development, security, data management, and integrationDefine and oversee compliance and security frameworks for the ServiceNow platformGuard against technical and business risk (e.g., ungoverned customization, platform performance degradation, security vulnerabilities)Implement measurement and reporting frameworks that track platform health, adoption, value realization, and innovation captureInnovation & Enterprise TransformationPosition ServiceNow as an enterprise strategic platform, not just an IT tool; identify and scale opportunities for digital workflow innovation across the organization (IT, HR, finance, customer service, etc.)Lead innovation opportunity identification and spotting across business lines; coach and mentor business partners in digital transformation thinkingBuild and nurture communities of practice across service owners, process owners, and development teams to share learnings and promote best practicesStakeholder ManagementServe as the primary advocate for ServiceNow at the executive and business leadership levelBuild and maintain strong relationships with C-suite sponsors, business unit leaders, service owners, process owners, and IT leadershipCommunicate progress, value, and risks consistently to executive sponsors and stakeholdersIdentify and recruit business champions to drive adoption and support scaling of new capabilitiesRequired Experience & Skills:10+ years in enterprise IT service management, IT operations, or IT strategy roles, with 5+ years in a leadership or management capacity5+ years of hands-on ServiceNow experience, including: ServiceNow platform administration and configurationImplementation experience (preferably multiple implementations or upgrades)Experience with ServiceNow modules (ITSM, HR, Customer Service, or similar)Exposure to ServiceNow governance and CoE best practicesDemonstrated experience building, scaling, or leading teams in an operational or delivery contextProven success in IT financial management, including budgeting, cost management, and ROI calculationTrack record of leading enterprise-level change initiatives and organizational transformationExperience in a delivery or consulting role is a plusTechnical Knowledge & CertificationsServiceNow certifications (preferred: Certified System Administrator, Certified Application Developer, or equivalent)Strong understanding of enterprise service management (ITSM) frameworks (ITIL, etc.)Familiarity with IT governance, risk, and compliance (GRC) conceptsKnowledge of integration, API, and data management patterns in enterprise systemsUnderstanding of low-code/no-code development paradigms and their role in scaling deliveryLeadership & Soft SkillsExecutive presence and credibility with C-level stakeholders and business leadersStrategic thinking: Ability to connect operational activities to business outcomes; see across organizational silosChange leadership: Demonstrated ability to drive adoption, overcome resistance, and build organizational alignmentStakeholder engagement: Strong relationship-building and influence skills across diverse audiencesCommunication: Ability to articulate complex technical concepts to non-technical audiences and vice versaBusiness acumen: Understanding of financial metrics, organizational structure, and business strategyProblem-solving: Ability to navigate ambiguity and make decisions with incomplete informationCoaching and mentoring: Demonstrated ability to develop talent and build high-performing teamsAdaptability: Comfort working in a fast-moving, evolving environment; flexibility to adjust approach as needs changeEducational BackgroundBachelor’s degree in computer science, Information Technology, Business Administration, or related field (Master's degree preferred)Or equivalent work experience demonstrating these competenciesPreferred QualificationsExperience in a Platform Owner or CoE Lead role for a strategic enterprise technologyBackground in business process consulting or optimizationExperience with enterprise architecture and portfolio managementKnowledge of organizational change management (OCM) methodologies (e.g., Prosci, Kotter, etc.)Experience in IT financial management or similar strategic planning rolesFamiliarity with Agile delivery models and scaled Agile frameworksExperience working with managed services providers or partner ecosystemsBackground in a customer-facing or client delivery role