Global Operations Engineering Director - ServiceNow

At Ford, IT Service Management and Operations is the cornerstone of our business operations and is responsible for defining, developing, and maintaining critical capabilities enabling all information technology and business teams to deliver outstanding services to Ford employees and customers

Role Description: As the platform owner of the service management platform team you will spearhead the design of scalable, effective, and resilient service management processes defining the platform roadmap and directing the day to day operations. You will engage with customers and partners with various teams to deliver multi-functional projects and drive adoption of the ServiceNow platform . You will inspire the team to innovate and deliver a seamless intuitive user experience that will unlock productivity and ensure service resilience and business continuity.

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 10+ years of experience working with ServiceNow.
• Proven experience in leading and managing a ServiceNow platform for a global company and/or client.
• Proven track record in leading large, global software administrator teams.
• Strong understanding of IT Service Management (ITSM) and ITIL frameworks.
• Experience with ServiceNow scripting, customizations, CMDB and integrations.
• Exceptional communication and interpersonal skills.
• Ability to work effectively with many diverse cross-functional teams and manage multiple priorities.
• ServiceNow certifications like Certified System Administrator, Certified Implementation Specialist, or equivalent are preferred.

Required Skills:

• ServiceNow Platform
• IT Service Management
• ITIL
• CMDB
• JavaScript
• REST/SOAP APIs
• SaaS Cloud-based models
• HTML/CSS
• ServiceNow Scripting
• Agile Methodologies
• Project Management

• Work closely with the Sr. Director, to develop the right strategies, roadmap and investments required to optimize ServiceNow platform for employees, while finding ways to reduce cost and drive productivity.
• Has ownership and oversight of the ServiceNow instances, the core platform team, and any escalations
• Collaborate with stakeholders, service teams, product project managers to gather requirements and design effective, easy to use solutions.
• Ensures platform team alignment with the business strategy, roadmap, and platform governance policies
• Drive the configuration and customization of ServiceNow modules inclusive of existing and new capabilities needed by Ford employees
• Ensure seamless integration with other IT systems and tools used to support fundamental ITSM, ITOM capabilities.
• Lead and mentor a global Ford team of developers and administrators responsible for the advancement and transformation of the ServiceNow platform.
• Maximizes value by identifying additional business outcomes the platform allows - Presides over the technical governance board and is involved in all governance components
• Stay updated with current and emerging ServiceNow features and functionalities.
• Provide technical guidance and support during critical incidents and outages.
• Prepare and present reports on platform usage, performance, and cost savings.