Director: DevOps ServiceNow Product Owner at NTT Ltd.

• The Director acts as the Platform owner—accountable for maximizing ROI, maintaining robust controls, and enabling scalable innovation through ServiceNow.

Responsibilities

Strategy, Portfolio & Stakeholder Leadership

• Define ServiceNow vision, target architecture, and capability roadmap aligned to enterprise strategy, TMO programs, and business unit objectives.
• Lead annual planning, investment cases, and portfolio prioritization; ensure clear demand intake and benefits realization.
• Influence senior stakeholders (CIO, CHRO, COO, CISO, CSO) and champion change management and adoption across functions.

Practice Ownership

• Build and lead the ServiceNow practice: hiring, coaching, capability building, and succession planning.
• Establish standards for solution design, data quality, integrations, and UX; curate reusable patterns/components.
• Govern citizen development via App Engine guardrails, reviews, and enablement.

Architecture, Delivery & Quality

• Chair the ServiceNow Architecture Review process; enforce design principles, security/privacy controls, and reference architectures.
• Oversee Agile delivery (Scrum/Kanban), DevOps toolchain, automated testing, CI/CD, and environment management.
• Direct complex implementations (e.g., ITOM visibility/service mapping, IRM/GRC control testing, SecOps integrations, HRSD employee journeys, CSM case resolution).

Run Operations & Reliability

• Ensure platform reliability, performance, and scalability; define SLOs and error budgets with platform engineering/SRE.
• Own upgrade strategy and regression testing; drive change success rates and limiting customization.
• Manage CMDB health (completeness, correctness), discovery sources, and cross-domain integration (APM, observability, identity), also the platform health
• Manage the ServiceNow CoE.

Risk, Compliance & Security

• Partner with InfoSec, Internal Audit, and Compliance to enforce controls (access, segregation of duties, data protection, logging/monitoring).
• Embed IRM/GRC processes into workflows; maintain evidence for audits and regulatory requirements.

Financials, Vendors & Contracts

• Own budget (Run & Change), licensing strategy, and cost optimization; measure unit economics and TCO.
• Govern partner ecosystem (implementation partners, MSPs) with clear SLAs, SOWs, and value-based outcomes.

Change Management & Adoption

• Drive user-centric rollout plans; define readiness, communications, and training.
• Monitor adoption KPIs; iterate experiences to reduce friction and increase self-service.

Required Qualifications & Experience

Education: 

• Bachelor’s degree in Information Systems/Computer Science/Engineering; MBA or relevant Master’s preferred.

Experience:

• 12–15+ years in enterprise IT with 8+ years leading ServiceNow/enterprise platforms at scale.
• Proven track record as platform owner/practice leader covering multiple ServiceNow products (ITSM, ITOM, CMDB, IRM/GRC, SecOps, HRSD, CSM, SPM, ESG, ESC and App Engine).
• Experience running a CoE, governing Architecture Review Boards, and executing large-scale transformations.
• Deep familiarity with integrations (IntegrationHub, APIs), identity/access, observability, and data architecture.
• Strong vendor management and commercial optimization (licensing, contracts, rate cards)

​Certifications (nice-to-have / preferred):

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist (any of ITSM, ITOM, IRM, SecOps, HRSD, CSM, SPM)
• ServiceNow Certified Application Developer (CAD)
• ITIL v4 Managing Professional, SAFe/Agile certifications, COBIT/ISO 27001 familiarity

Core Competencies

• Strategic Leadership: Converts enterprise strategy into actionable platform roadmaps with measurable outcomes.
• Architecture & Governance: Balances innovation with standards, controls, and sustainable design.
• Product & Portfolio Management: Owns backlog, value hypotheses, KPIs, and benefits tracking.
• Operational Excellence: Drives reliability engineering, CMDB health, and upgrade discipline.
• Financial Acumen: Manages budgets, licensing, TCO, and vendor performance to maximize ROI.
• Stakeholder Influence: Communicates crisply to executive audiences; fosters cross-functional alignment.
• People Leadership: Builds a high-performing practice; coaches, mentors, and scales talent.
• Change & Adoption: Orchestrates training, communications, and experience design for adoption.