Director ServiceNow Platform

About the Role

The Director, ServiceNow is responsible for the strategy, governance, maturity, operations, and value realization of the enterprise ServiceNow platform. This role leads the ServiceNow team, drives platform adoption and optimization, and ensures the platform delivers measurable business, operational, and financial outcomes. The role partners with IT, Security, Enterprise Architecture, Finance, Procurement, Operations, and business stakeholders to deliver scalable, secure, cost-effective ServiceNow solutions across ITSM, CMDB, Discovery, ITOM, ITAM, SPM/APM, GRC, and related capabilities.

Responsibilities

• Define and manage ServiceNow platform OKRs aligned to enterprise priorities, operational goals, and business outcomes.
• Lead the ServiceNow platform roadmap, governance, maturity, and execution.
• Oversee platform upgrades, releases, configuration, integrations, performance, and stability.
• Provide direction for ServiceNow SPM and other platform capabilities.
• Leads Technology Enablement initiatives, ServiceNow capabilities, automation, AI enablement, integrations, and digital service capabilities across Digital & Technology Services and expand technology enablement opportunities outside IT teams.
• Own financial accountability for the ServiceNow platform, including budget, license utilization, vendor costs, and platform spend.
• Partner with Finance and Procurement on renewals, contracts, vendor performance, and investment decisions.
• Track value metrics including ROI, cost avoidance, automation benefits, adoption, efficiency, and productivity improvements.
• Lead ServiceNow administrators, developers, engineers, analysts, and product resources.
• Communicate OKRs, priorities, risks, progress, financial impact, and outcomes clearly.
• Drive adoption, alignment, and continuous improvement across ServiceNow capabilities.
• Establish and mature ServiceNow governance, standards, and best practices.
• Stay current with ServiceNow releases, trends, capabilities, and best practices.
• Proactively identify opportunities to improve automation, efficiency, reporting, compliance, cost management, and platform value.

Requirements

• B.S./B.A. or combination of education and experience with a focus on business and technology operations.
• 5 years of leadership experience with increasing levels of accountability.
• Experience leading ServiceNow platform, roadmap, governance, configuration, and adoption.
• Proven management experience leading ServiceNow platform, product, administrator, developer, or analyst teams.
• Strong leadership, coaching, and mentoring skills.
• Excellent oral, written, and interpersonal communication and presentation skills.
• Ability to partner with IT, Security, Enterprise Architecture, Operations, and business stakeholders to deliver ServiceNow solutions.
• Ability to facilitate problem solving among groups with varying needs and priorities.
• Excellent analytical skills.

Preferred Qualifications

• M.A./M.S. in Business Administration or related field.
• Experience delivering ServiceNow capabilities with measurable outcomes in quality, cost, adoption, and service performance.
• Experience within the Healthcare Industry.
• Experience in a large, complex organization.
• Experience with ServiceNow ITSM, CMDB, Discovery, ITOM, ITAM.

Benefits

Fairview offers a generous benefit package including:

• Medical, dental, and vision plans.
• Life insurance, short-term and long-term disability insurance.
• Paid time off (PTO) and Sick and Safe Time.
• Tuition reimbursement.
• Retirement plans.
• Early access to earned wages.

Additional information: https://www.fairview.org/careers/benefits/noncontract

Pay

The posted pay range is for a 40-hour workweek (1.0 FTE). The actual rate of pay offered within this range may depend on several factors, such as FTE, skills, knowledge, relevant education, experience, and market conditions. Additionally, the organization values pay equity and considers the internal equity of the team when making any offer. Hiring at the maximum of the range is not typical. If eligible, a sign-on bonus may be offered based on the approved program at the time of the offer.