Roles & Responsibilities:

- Provide strategic leadership and operational oversight for offshore Service Now development and platform teams.
- Lead and mentor Service Now Technical Leads, Platform Leads, and senior engineering teams to ensure high-quality delivery and technical excellence.
- Drive enterprise-wide Service Now implementations, platform development, AI integration, and Generative AI transformation initiatives.
- Oversee Service Now modules including ITSM, ITOM, HRSD, CSM, SPM, App Engine, and Integration Hub.
- Define and execute Service Now technology roadmaps, platform strategies, and enterprise architecture initiatives.
- Establish platform governance, development standards, code quality practices, and release management processes.
- Oversee Service Now upgrades, deployments, setting management, MID Servers, platform performance, and operational support.
- Conduct governance reviews, Health Scan assessments, security compliance checks, and technical debt remediation.
- Drive AI-enabled transformation using Service Now Now Assist, AI Search, Predictive Intelligence, Virtual Agent,



and Intelligent Document Processing (IDP).
- Lead the adoption and integration of Generative AI solutions using Microsoft Copilot, Azure OpenAI, OpenAI services, and other enterprise AI platforms.
- Establish responsible AI governance, data security, risk management, and compliance frameworks.
- Collaborate with enterprise architects, business stakeholders, security teams, and platform owners to align technology initiatives with business objectives.
- Drive Agile delivery practices, resource planning, project governance, and performance measurement across distributed teams.
- Improve delivery predictability, development velocity, platform stability, engineering productivity, and customer satisfaction.
- Manage stakeholder expectations, resolve escalations, and communicate delivery progress, risks, and strategic initiatives to senior leadership.
- Drive continuous improvement, innovation, capability development, and technical upskilling across the Service Now organization.

📌 Servicenow - Platform Engineering and Support 170157 (India)
🏢 ADP Private
📍 India