ServiceNow Enterprise Lead

Location: Boston, Massachusetts, USA
Employment Type: Permanent
Function: ServiceNow / Enterprise Technology

About the Role

We are currently supporting a leading organisation in Boston seeking an experienced ServiceNow Enterprise Lead to take strategic ownership of its enterprise ServiceNow capability.

This is a senior leadership position responsible for defining and driving the ServiceNow strategy, roadmap, governance and operating model across the organisation.

The successful candidate will act as the key link between senior business stakeholders, technology leadership, ServiceNow delivery teams and external partners, ensuring the platform evolves in line with enterprise priorities and delivers measurable business value.

This is not a purely hands-on development position. The role requires someone who combines deep ServiceNow knowledge with platform leadership, enterprise architecture awareness, stakeholder management and transformation experience.

Key Responsibilities

• Own and drive the organisation’s enterprise ServiceNow strategy and roadmap
• Provide overall leadership and governance across the ServiceNow platform
• Define the long-term vision, operating model and standards for ServiceNow
• Partner with senior business and technology stakeholders to identify priorities and opportunities
• Translate enterprise requirements into ServiceNow capabilities and strategic initiatives
• Lead demand management and prioritisation across multiple ServiceNow workstreams
• Ensure ServiceNow solutions align with enterprise architecture, security and technology standards
• Provide governance across platform design, configuration, customisation and development
• Drive standardisation and adoption of ServiceNow best practices
• Oversee major ServiceNow implementations, enhancements and transformation programmes
• Lead platform optimisation and continuous improvement initiatives
• Establish governance around releases, upgrades and technical debt
• Ensure the scalability, performance, security and maintainability of the ServiceNow environment
• Provide oversight across integrations between ServiceNow and the wider enterprise technology landscape
• Work closely with ServiceNow architects, developers, administrators, product owners and functional specialists
• Manage relationships with implementation partners, managed service providers and other external vendors
• Establish appropriate KPIs and measures to demonstrate platform performance, adoption and business value
• Provide leadership and guidance to ServiceNow teams and senior technical resources
• Drive stakeholder engagement and adoption across business functions

Key Requirements

• Extensive professional experience working with ServiceNow
• Strong experience leading or owning an enterprise ServiceNow platform
• Demonstrable experience defining ServiceNow strategy, governance and roadmaps
• Experience operating at Platform Lead, Product Lead, Enterprise Lead, Platform Owner, ServiceNow Architect or equivalent level
• Broad understanding of the ServiceNow platform and its enterprise capabilities
• Experience delivering large-scale ServiceNow implementations or transformation programmes
• Strong understanding of ServiceNow architecture, integrations and platform governance
• Experience managing multiple ServiceNow workstreams, products or modules
• Strong knowledge of ITSM and enterprise service management principles
• Experience managing ServiceNow implementation partners, vendors or MSPs
• Strong demand management and prioritisation experience
• Ability to translate business strategy into technology and platform initiatives
• Strong understanding of platform lifecycle management, upgrades and releases
• Excellent senior stakeholder management and influencing skills
• Strong leadership and communication capabilities
• Experience working within complex, large-scale enterprise environments

ServiceNow Capability

Experience across several of the following would be highly advantageous:

• ITSM
• ITOM
• CMDB / CSDM
• IT Asset Management
• SAM / HAM
• SPM
• IRM / GRC
• SecOps
• CSM
• HRSD
• ServiceNow Discovery and Service Mapping
• IntegrationHub
• App Engine / custom applications
• ServiceNow AI and automation capabilities

Advantageous Experience

• Enterprise Service Management transformation
• ServiceNow platform consolidation or optimisation
• ServiceNow operating model design
• Enterprise architecture
• Product management / platform product ownership
• ServiceNow AI, automation and GenAI initiatives
• Complex ServiceNow integrations
• Cloud and enterprise infrastructure environments
• Agile / product-led delivery models
• ServiceNow CSA, CIS or CTA certification
• ITIL certification
• Experience leading geographically distributed ServiceNow teams

The Opportunity

This is a senior opportunity to take ownership of a strategically important enterprise ServiceNow capability within a major organisation.

You will have the opportunity to shape the platform’s long-term direction, influence enterprise technology strategy and lead the continued expansion of ServiceNow across the organisation.

The position is particularly suited to someone who has progressed beyond individual ServiceNow implementations and can demonstrate genuine enterprise platform ownership, governance, transformation and leadership.