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Team:

ServiceNow DT Digital Core Services team is a team of talented and energetic individuals. The team operates 24x7 in a globally distributed setup delivering Core infrastructure services to the organization in partnership with various stakeholders in DT, InfoSec, and product BUs. In addition to designing, building and operating the core infrastructure, the team also has a design partnership with the Product organization to develop innovative solutions to solve complex technology and business problems.

We are looking for a technology-centric inspirational leader for the Core Services team in the I&O org of DT. The suitable individual will be responsible for accelerating and delivering critical operations across our Core Infrastructure services footprint.

• Drive Digital Technology Operational Excellence to stay nimble and scalable.

• Deliver and manage critical facets of ServiceNow's global business infrastructure.

• Enable ServiceNow to scale healthily and sustainably and continue accelerating operational value and complex organizational initiatives.

• Influence ServiceNow's digital strategies.

• Inspire customers with world-class operational experiences.

• The ServiceNow Director, Digital Core Services Operations, will be critical in facilitating the India-based Core Services teams.

• Digital Core Services function operates in follow the sun model delivering design, build & operational support for all digital infrastructure (both frontend and backend)

• Partner with the on-site leader for managing departmental escalations, facilities plan, Human Resource initiatives & people issues.

• Act as a major incident manager & escalation point for priority issues and crisis bridges during India's working hours.

What you get to do in this role:

• Engage with innovative Digital Technology Operations culture through engineering. Research, development, experimentation, and strategic thinking.

• Participate in deep technical design discussions within your team and partner teams to ensure that we deliver exceptional, highly available and Scalable infrastructure services.

• Assist and manage strategic implementation roadmaps and architecture blueprint definition.

• Ensure that all business applications and services exceed our customer's expectations in terms of performance, scale, reliability, and functionality.

• Influence ServiceNow's sales pipeline and product adoption by customers through the showcase of our state-of-the-art implementation & our own transformation journey powered by the Now Platform.

• Drive rapid, informed decision-making processes to keep all services and programs on track in achieving operational goals and exceeding our customer's needs.

• Partner with executives across Product Engineering, CFO, CHRO, and CIO organizations in India on scaling ServiceNow's business and enabling new business models through innovation and technology.

• Ensure the team(s) success by defining and using all available tools and resources.

• Mentor & Inspire individuals in the team to bring their best self to work every day and go above & beyond to serve our internal & external customers

• Assist as the time zone leader for closing complex technical issues via collaboration with cross-functional teams using advanced predictive modeling while delivering the highest customer satisfaction.

• Enforce technical governance processes for the teams.

• Assist in the technical evaluation of demands for new deployments and changes to existing footprint, translating demands into an architectural blueprint.

• Manage escalations and crisis bridge calls in India during working hours while managing a global rotation.

To be successful in this role you have:

• A minimum of 12+ years of related experience at a SaaS, PaaS, or Enterprise Software Development Company with a bachelor's degree

• A minimum of 5 years of leadership and management experience Working knowledge of ITIL Methodologies and the ITIL Framework Solid understanding of building & operating business-critical services for a global corporation.

• Experience in Supplier lifecycle management.

• Excellent understanding of IaC, CI/CD & DevOps solutions & bests practices

• Excellent understanding of J2EE applications, Relational Database technologies, and Scripting Languages Operational understanding of the architectural principles for Hyperscaler Cloud, Networks, IAM, Microservices, SaaS & Data Cloud.

• Ability to document roadmaps with functional design elements to achieve desired offerings, solutions, applications, or other outcomes.

• Excellent interpersonal, communication, and presentation skill. Preferred experience with the ServiceNow Platform and ServiceNow certifications

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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