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Orange Business Services
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Head of ServiceNow Platform Engineering

Head of ServiceNow Platform Engineering

Orange Business Services

15 - 20 years

22 - 30 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

IT services Automation Enterprise architecture IT strategy CAD Javascript Agile Release management Analytics Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

At Orange Business, Digital Technology s 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 (eg 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 OB s 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

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 (eg, 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

Digital Technology

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Head of ServiceNow Platform Engineering