Job Title: ServiceNow Platform and Product Lead
Location: Singapore
Key Responsibilities
- Provide technical leadership and guidance across multiple engagements, ensuring the successful implementation of ServiceNow solutions.
- Translate business requirements into technical solutions, creating architectural blueprints that align with best practices and long-term goals.
- Develop and maintain a robust instance strategy, technical governance, and core data management to ensure the health and performance of the ServiceNow platform.
- Define, maintain, and communicate the ServiceNow product vision, value proposition, and release strategy. Serve as the primary point of contact for business stakeholders advocating for digital workflow enablement.
- Oversee the Manage Service partner on day-to-day operations and management of ServiceNow, including delegation of project work to external partners via structured projects in International SOS.
- Identify opportunities to apply AI and automation within ServiceNow to improve efficiency and user experience. Oversee adoption and governance of ServiceNow AI capabilities, ensuring secure and responsible use.
- Drive operational excellence by improving BAU performance and SLAs, ensuring strong vendor delivery, and proactively maintaining platform reliability through monitoring and issue prevention.
- Oversee integrations between ServiceNow and other systems, ensuring seamless data flow and interoperability.
- Work closely with internal teams to understand their needs and deliver tailored solutions that drive digital transformation. Adopt a collaborative approach towards vendor management.
- Mentor and train team members, fostering a culture of continuous learning and improvement.
- Establish and enforce technical governance processes, standards, and practices to maintain the integrity and security of the platform.
Job Profile
Required Skills And Knowledge
- Strong understanding of ServiceNow platform architecture, applications, and modules (e.g., ITSM, ITOM, ITAM, SPM).
- Proven experience with integrations between ServiceNow and other tools/systems.
- Demonstrated ability to lead technical teams and manage multiple projects simultaneously.
- Product ownership skills: road mapping, backlog management, release planning.
- Strong understanding of ServiceNow AI and automation capabilities.
- Ability to enforce platform standards and security controls, with strong understanding of CMDB governance, data integrity, and operational excellence.
- Excellent communication and interpersonal skills with strong stakeholder engagement at all levels including vendor and ability to translate business needs into scalable solutions.
- Strong analytical, organizational, and problem-solving skills, with a proactive approach to identifying and addressing challenges in a prioritized manner.
- Able to demonstrate a high degree of flexibility including out of office hours to support.
- Passion for Operational Excellence and Service Improvement.
Required Work Experience
- Minimum of 7 years of experience in ServiceNow implementation in complex environments.
Required Qualifications
- Bachelor's degree in computer science, information systems, or related field.
- ServiceNow certifications including CSA (mandatory) and preferably CIS ITSM, Discovery, or Service Mapping.
- ITIL Foundation (Mandatory).
- Cloud practitioners (Desirable).
- Agile or Scrum Certified.
