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Senior Director, ServiceNow Platform

TechHuman

San Antonio, TX

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JOB DETAILS
SKILLS
Automation, Best Practices, Business Administration, Communication Skills, Computer Science, Continuous Improvement, Cross-Functional, Documentation, Healthcare, Human Resources, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Leadership, Lean Manufacturing, Lean Six Sigma, Maintain Compliance, Metrics, Microsoft Visio, Performance Metrics, Process Improvement, Product Engineering, Service Delivery, ServiceNow, Team Lead/Manager
LOCATION
San Antonio, TX
POSTED
30+ days ago
We are seeking a Director of ServiceNow Platform to lead the strategy, delivery, and business alignment of enterprise ServiceNow capabilities. This role requires a business-focused leader who can build executive trust, drive platform adoption, and ensure a seamless end-to-end ServiceNow experience across the organization. The ideal candidate combines prior hands-on platform expertise with strong leadership, stakeholder management, and operational oversight.

Responsibilities
  • Own the overall ServiceNow platform strategy, ensuring alignment with business goals and enterprise priorities.
  • Act as the primary liaison between business stakeholders and technical teams, building confidence with executive leadership.
  • Lead and oversee delivery across core modules, including HRSD, ITSM, and SPM.
  • Drive improvements to HR Service Delivery (HRSD) capabilities and overall platform experience.
  • Oversee internally developed solutions on ServiceNow, including referral workflow automation platforms supporting healthcare-related services.
  • Guide workflow orchestration efforts and ensure clear documentation of processes using tools such as Microsoft Visio.
  • Establish KPIs, OKRs, and other insightful metrics to enhance operational efficiency.
  • Establish governance, standards, and best practices for platform development and operations.
  • Lead cross-functional teams, ensuring alignment across product, engineering, and business units.
  • Drive continuous improvement initiatives using Lean Six Sigma principles.
  • Ensure adherence to ITIL-based service management practices.

Must-Haves
  • Proven leadership experience managing enterprise ServiceNow platforms with a strong business-facing focus.
  • Deep functional experience with ServiceNow modules, including HRSD, ITSM, and SPM.
  • Prior hands-on experience as a ServiceNow Architect and Developer.
  • Strong executive presence and ability to communicate effectively with senior stakeholders.
  • Demonstrated ability to lead platform strategy and drive adoption across business units.
  • Knowledge of Lean Six Sigma methodologies.
  • Strong understanding of ITIL frameworks and service management practices.
  • Experience with workflow orchestration and process documentation.
  • Bachelor’s degree in Computer Science, Business Administration, or related fields.

Nice-to-Haves
  • Experience with additional ServiceNow modules such as SecOps or GRC.
  • Background in healthcare or related industries.
  • Current or past ServiceNow certifications (architect, administrator, etc.)
  • Experience leading internally developed platforms built on ServiceNow.

About the Company

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