Director - ServiceNow Integrations

Stanley David and Associates provided pay range This range is provided by Stanley David and Associates. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $180,000.00/yr - $200,000.00/yr Overview We are seeking a Director – ServiceNow & Integration to lead a cross-functional team responsible for driving process simplification, automation, and seamless integration across business systems. This leader will champion the adoption of ServiceNow as a core platform for workflow automation, incident management, and customer experience, while ensuring tight alignment with business and IT teams. The role will also oversee integrations with other platforms to deliver unified, industry-standard solutions that optimize customer outcomes, operational efficiency, and cost. You will define the ServiceNow and integration strategy, build and prioritize the roadmap, and deliver measurable business impact by partnering with stakeholders and vendors across onshore and offshore locations—operating as one team with a single backlog and shared metrics. Responsibilities Translate business priorities into a clear ServiceNow and integration strategy, roadmap, and backlog. Own outcomes across customer experience, automation, reliability, and cost—not just activities. Act as an extension of the client org (not a remote vendor PMO); build trust with technology and business leaders. Configuration and workflow setup for ServiceNow and ensure business alignment with business requirements and industry standards. Make architecture decisions spanning ServiceNow modules (ITSM, CSM, FSM), workflow automation, and integrations with platforms like Zuora, AgentForce, and Sitracker. Deep expertise in middleware solutions (e.g., Node.js, Java Spring Boot, Oracle Fusion). Be a hands-on technical leader—able to review/critique architecture diagrams, integration flows, and configuration. Process Simplification & Automation Champion process simplification based on industry standards; automate workflows to reduce manual effort and improve service quality. Embed AI and contextual automation in ServiceNow delivery; measure impact on speed, quality, and cost. DevOps & Integration Operating Model Foster a DevOps mindset—reduce handoffs, automate deployments, testing, and operations for ServiceNow and integrations. Keep the structure lean—minimize layers, centralize expertise where it accelerates learning. Lead onshore/offshore as one system—single backlog, shared metrics, and seamless collaboration. Govern budgets, capacity, and vendor contributions; ensure SLAs and outcomes are met. Partner with client stakeholders to co-design solutions and agree measurable outcomes. Customer Experience & Service Tiers Design and deliver customer experiences across self-serve, assisted, and premium service tiers using ServiceNow and integrated platforms. Enable full autonomy for digital self-service, guided interactions, and proactive support with AI and automation. Build and grow a high-trust, high-performance culture. Hire, mentor, define career paths, and drive knowledge sharing across squads. Model modern ways of working: agile product thinking, small batches, fast feedback, continuous testing. Communicate with clarity—crisp storytelling for execs and transparent status/risk management. Leadership Principles for This Account Own outcomes - optimize for customer experience, revenue, stability, and cost. Be hands-on - possess the ability to write/understand code, and/or lead towards the best and most optimized solution. Drive true DevOps - Team works together closely, sharing responsibilities, cross collaboration from concept to production. Use AI as a delivery enhancer - Adopt tools and measure impact. Keep the structure lean - Minimize layers, centralize expertise where it speeds learning. Lead onshore/offshore as one - single backlog, shared metrics, seamless collaboration. Run on data and metrics - flow, reliability, quality, cost, and business KPIs. Model modern practices - Agile product thinking, small batches, fast feedback, continuous testing. Create high trust, high performance - Clear goals, accountability, psychological safety. Communicate with clarity - Executive storytelling, transparent status and risk. Required Skills and Qualifications Experience in enterprise platform engineering, workflow automation, or large tech programs, including 3–5 years in leadership. Demonstrated success running multi-squad, multi-vendor delivery with DevOps & agile ways of working. Strong technical literacy in ServiceNow (ITSM, CSM, FSM) and integration patterns. Experience leading distributed onshore/offshore teams with a single backlog and shared metrics. Excellent stakeholder management and executive communication (VP/C-level). Technical Skills Deep expertise in ServiceNow platform: ITSM, CSM, FSM, workflow automation, scripting, and configuration. Integration experience with platforms SaaS/enterprise systems. API design, data migration, and middleware (e.g., MuleSoft, Dell Boomi) experience. Observability: metrics, logs, tracing, alerting for integrated workflows. Security, compliance, and reliability for enterprise platforms and integrations. Leadership Skills Ability to manage cross-functional teams and deliver complex programs. Strong communication and stakeholder management Seniority level Director Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting, Software Development, and Business Consulting and Services Note: This description excludes boilerplate job postings and unrelated content. #J-18808-Ljbffr Stanley David and Associates