Enterprise Product Lead – ServiceNow

About the role

The ServiceNow Product Lead will own the organization’s ServiceNow strategy, design and execution across multiple modules (ITSM, CSM, HAM/SAM, SPM, IRM). The role drives digital transformation, ensures platform reliability, and aligns technology with business objectives.

Key responsibilities

• Develop and implement a comprehensive ServiceNow strategy and roadmap.
• Lead digital transformation initiatives and oversee implementation of multiple platform modules.
• Mentor and develop a high‑performance ServiceNow team.
• Engage business leaders to align platform capabilities with value creation.
• Manage the ServiceNow portfolio, prioritize initiatives, and conduct buy‑build‑customize analyses.
• Ensure platform reliability, performance, and data integrity.
• Maintain vendor relationships and negotiate with ServiceNow and implementation partners.
• Oversee risk, compliance, and governance for the platform.
• Develop and manage the ServiceNow budget.

Required profile

• Minimum 10 years of IT experience, with at least 5 years in a leadership role managing enterprise applications.
• Proven track record of leading large‑scale digital transformation projects.
• Extensive experience with ServiceNow, including multiple modules (ITSM, CSM, HAM/SAM, SPM, IRM).
• Experience in higher education or healthcare environments is a plus.
• Authorized to work in the United States; no sponsorship available.

Required skills

• ServiceNow platform expertise (ITSM, CSM, HAM/SAM, SPM, IRM).
• ServiceNow portals, AI chat/virtual agent, workflow automation and orchestration.
• Vendor and stakeholder management.
• Strategic planning and portfolio management.
• Cloud computing and platform architecture.
• ServiceNow certifications (CSA, Implementation Specialist in relevant modules).