Director, Enterprise ServiceNow Platform

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About the role

AECOM Information Technology is seeking a Director, Enterprise ServiceNow Platform, to lead, own, and evolve our global ServiceNow ecosystem that supports enterprise workflow automation, digital operations, and employee services at scale. This leader will serve as the global platform owner for ServiceNow, responsible for platform strategy, governance, roadmap execution, demand management, and continuous improvement. This role is focused on advancing ServiceNow as a strategic enterprise capability, not simply managing operational support or teams that use the tool. The ideal candidate has experience owning a large-scale ServiceNow environment, partnering with business leaders, leading delivery teams and vendors, and creating scalable solutions that improve automation, user experience, and business outcomes. This position will offer flexibility for hybrid work schedules to include both in-office presence and telecommute/virtual work, to be based from either Houston or Dallas, TX.

Responsibilities

• Enterprise Platform Ownership & Strategy: Own the global ServiceNow platform roadmap, governance model, standards, and long-term maturity strategy, and continuously evolve the ServiceNow operating model to ensure scalable governance, delivery consistency, and operational transparency. Define how ServiceNow capabilities are prioritized, delivered, adopted, and continuously improved across the enterprise.
• Partner with IT, HR, Finance, Security, Operations, and other business groups to translate business needs into scalable platform solutions and facilitate governance forums that align priorities and proactively manage risk.
• Governance, Delivery & Continuous Improvement: Lead the ServiceNow demand intake process, backlog prioritization, enhancement delivery, release planning, and platform lifecycle management, ensuring predictable delivery outcomes through disciplined Agile planning, capacity management, and execution, with accountability for enforcing governance standards and intake discipline.
• Establish scalable processes around development standards, SDLC practices, integrations, upgrades, and platform health, ensuring only approved and prioritized work enters execution pipelines.
• Drive adoption of ServiceNow best practices to maximize out-of-the-box capabilities while reducing unnecessary customization and technical debt.
• Team & Partner Leadership: Lead and develop ServiceNow platform teams, including internal resources and external implementation/MSP partners. Manage vendor accountability across delivery quality, timelines, technical standards, business outcomes, and predictable execution. Build a culture focused on ownership, operational excellence, and continuous improvement.
• Automation & Innovation: Identify opportunities to expand ServiceNow capabilities through workflow automation, self-service, AI, and improved user experiences. Lead initiatives leveraging modern ServiceNow capabilities, including Now Assist, AI-enabled workflows, and enterprise automation.

Requirements

• Bachelor's Degree plus at least 12 years of ServiceNow experience, including 4 years of leadership experience, or demonstrated equivalency of experience and/or education.
• Experience owning, managing, or leading ServiceNow platforms within large, complex enterprise environments.
• Experience driving ServiceNow platform strategy, governance, roadmap planning, demand intake, backlog prioritization, and delivery execution to support enterprise business needs.
• Experience partnering with business stakeholders, technology teams, and external vendors/MSPs to deliver scalable ServiceNow solutions, enhancements, integrations, and platform improvements.
• Experience across ServiceNow capabilities such as ITSM, ITOM, ITAM, HRSD, CSM, SPM, CMDB, Knowledge Management, Employee Center, or Service Portals.
• Strong communication and leadership skills with the ability to influence technical teams, business partners, and senior stakeholders.
• Due to the nature of this position, US Citizenship is required.

Qualifications

• 5+ years of leadership experience managing ServiceNow platform, enterprise application, or digital workflow teams.
• Experience leading ServiceNow transformation, modernization, or platform maturity initiatives.
• ServiceNow certifications such as CSA, CAD, CTA, or CMA.
• Agile certifications such as CSM, CSPO, SAFe, or equivalent experience.
• Experience with ServiceNow AI capabilities, Now Assist, MoveWorks, automation, or workflow optimization.
• Background in enterprise applications, platform engineering, software delivery, or solution architecture.
• Experience working within large global or matrixed organizations.

Additional Information

Relocation assistance is not available for this position. Sponsorship for US work authorization is not available for this position, now or in the future. At AECOM, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.

Pay

Offered rate of compensation will be based on individual education, qualifications, and experience, and work location. The range for this position is $170,000 to $220,000.

Benefits

AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include:

• Medical, dental, vision, life, AD&D, disability benefits
• Paid time off, leaves of absence
• Voluntary benefits, perks, flexible work options, well-being resources
• Employee assistance program, business travel insurance, service recognition awards
• Retirement savings plan, and employee stock purchase plan