Head of ServiceNow Platform Engineering

About the role

At Orange Business, Digital Technologys purpose is To be a trusted technology business partner, delivering outstanding digital experiences that amaze our customers, partners and employees

The ServiceNow Platform Owner is a senior leadership role responsible for the strategic direction, governance, and operational excellence of the ServiceNow platform across the enterprise. This individual will serve as the primary steward of the platform, ensuring it delivers measurable business value, aligns with enterprise architecture, and supports scalable, secure, and sustainable digital workflows.

Develop a trust relationship with the internal stakeholders and customers based on common objectives and plan, build the partnership from the current support model and drive business based on future proof technology and effective cost structure.

Drive standardization and effective solution implementation, review the current capabilities and define the upskilling (e.g. product certification, devops, automation, security) and development plan, attract talent from the market and people who can drive the transformation and standardization, the relationship with business and customers. Inspire, organize and develop the team to become self-organized and operate smoothly in the SAFE setup.

Work in partnership with the selected System Integrator and Product vendors to build a strong reliable ecosystem for the internal stakeholders and customers, collaboration for the roadmap delivery, transforming the teams and addressing the difficulties that will appear on the way.

Being part of Digital Technology and working collaboratively with stakeholders, this role/migration plays a strategic role in OBs Digital transformation journey. This will enable OB to simplify, modernize, automate change implementation and provide digital services to B2B customers, further supporting the revenues growth and IT services development, co-driving Marketing and GDO digital roadmap.

About you

Key Responsibilities

Strategic Ownership

• Define and maintain the long-term vision and roadmap for the ServiceNow platform in alignment with business and IT strategy.
• Lead the evaluation and adoption of new ServiceNow modules and capabilities (e.g., ITSM, ITOM, HRSD, SecOps, GRC, CSM, App Engine etc.,).
• Drive platform innovation and continuous improvement initiatives to enhance user experience and business outcomes.

Platform Governance & Architecture

• Establish and enforce platform governance, development standards, and best practices.
• Oversee platform architecture, data models, and integrations with enterprise systems
• Ensure compliance with security, privacy, and regulatory requirements

Operational Excellence

• Manage platform lifecycle activities including upgrades, patching, release management, and performance optimization.
• Monitor platform health, usage analytics, and user satisfaction metrics to drive improvements.
• Lead incident response and root cause analysis for platform-related issues.

Stakeholder Engagement & Leadership

• Act as the primary liaison between business stakeholders, ServiceNow developers, product owners, and IT leadership.
• Translate business needs into platform capabilities and ensure timely delivery of enhancements.
• Facilitate governance forums, steering committees, and change advisory boards (CABs).

Vendor & License Management

• Manage relationships with ServiceNow and third-party vendors, including contract negotiations, renewals, and licensing compliance.
• Stay current with ServiceNow product releases, roadmap updates, and community best practices.

Required Qualifications

• 15+ years of experience in IT, with 5+ years in ServiceNow platform ownership, architecture, or administration.
• Proven experience leading enterprise-scale ServiceNow implementations and managing cross-functional teams.
• Strong understanding of ITIL, Agile, and DevOps methodologies.
• Demonstrated ability to manage complex stakeholder relationships and drive consensus.
• Excellent communication, leadership, and organizational skills.

Preferred Qualifications

• ServiceNow certifications: Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD).
• Experience with scripting (JavaScript, Glide), Flow Designer, IntegrationHub, and REST/SOAP APIs.
• Familiarity with cloud infrastructure (Azure, AWS), cybersecurity frameworks, and enterprise architecture standards.
• Background in vendor management, operational workflows, and digital transformation initiatives.

Success Metrics

• Increased platform adoption and user satisfaction.
• Reduction in manual processes and operational inefficiencies.
• Improved compliance and audit readiness.
• Timely delivery of platform enhancements and upgrades.
• Strong alignment between platform capabilities and business objectives.