Director, ServiceNow Platform

Alternate Locations: Radnor, PA (Pennsylvania); Charlotte, NC (North Carolina); Fort Wayne, IN (Indiana); Greensboro, NC (North Carolina) Work Arrangement:Hybrid : Employee will work 3 days a week in a Lincoln officeRelocation assistance: is not available for this opportunity.Requisition #: 76669The Role at a GlanceThe Director, ServiceNow Platform provides operational leadership and direction for the organization's ServiceNow platform and related application support functions. This position is accountable for delivering on priorities, managing team performance, and ensuring results for the assigned area of responsibility. The Director leads the operational framework to support business objectives and digital transformation initiatives. This role collaborates with technology and business leaders to identify opportunities for platform optimization, automation, and service improvement while ensuring scalability, security, compliance, and operational performance. The Director leads a team of experienced technology professionals and/or first-level leaders and provides direction for complex implementation, application support, vendor management, and service delivery initiatives. What you'll be doingEstablishes and implements priorities, performance goals, and operating plans for the ServiceNow platform and application support function. Leads a team of experienced technology professionals and/or first-level leaders, with accountability for team performance, talent development, and results. Hires and retains talent and provides coaching, performance feedback, training, and stretch opportunities to build organizational capability. Performs project coordination and business analysis on key strategic initiatives; writes requirements for and coordinates with technical resources to deliver and test those requirements.Leads agile ceremonies and identifies maturity opportunities around ways of working.Executes the strategy, product roadmap, governance model, and standards for the ServiceNow platform and related application portfolio. Collaborates with technology and business leaders to identify, assess, and prioritize opportunities for digital transformation, automation, and enterprise service optimization. Directs the design, implementation, support, and optimization of ServiceNow capabilities, including IT Service Management (ITSM), IT Operations Management (ITOM), and other applicable modules. Ensures platform solutions meet complex business, technical, security, compliance, scalability, and operational requirements. Provides inputs regarding platform investments, architecture, vendor strategy, risk, and business outcomes. Directs the resolution of complex platform, application support, service delivery, and stakeholder escalation issues through completion. Evaluates risks related to time, cost, scope, quality, security, and delivery and ensures appropriate mitigation plans are developed and implemented. Provides inputs on the budget, licensing strategy, resource plan, vendor relationships, contracts, and expenses for the assigned area of responsibility. Establishes performance measures and monitors platform health, delivery outcomes, service performance, and progress toward established objectives and key results. Evaluates emerging ServiceNow capabilities, technologies, and industry practices and recommends opportunities to improve business value and operational efficiency. Leads cross-functional teams in the delivery of complex enterprise platform initiatives and transformation programs. Maintains knowledge of current and emerging trends, assesses their potential impact, and collaborates with management to incorporate relevant developments into current and future strategies. What we’re looking forMust-Haves:4 Year/Bachelor's degree or equivalent work experience in Computer Science, Information Technology, Engineering, Business, or a related field. 5+ years of experience in application architecture, enterprise platform management, application support, or technology leadership that directly aligns with the responsibilities of this position, including 3+ years of managerial, supervisory, and/or demonstrated leadership experience. Demonstrated experience with ServiceNow platform administration, development, architecture, implementation, support, and/or governance in a complex enterprise environment. Demonstrated experience executing technology strategies, architecture roadmaps, governance frameworks, and operating models. Experience leading ServiceNow implementations or optimization efforts involving ITSM, ITOM, Customer Service Management (CSM), Human Resources Service Delivery (HRSD), or other applicable modules. Experience managing technology vendors, licensing agreements, platform investments, budgets, contracts, and resource plans.At least one ServiceNow Certification: Certified System Administrator, ServiceNow Certified Application Developer, or comparable ServiceNow certification.ITIL Foundation certification or higher. Nice-to-Haves:Master's degree in Computer Science, Information Technology, Engineering, Business, or a related field. ServiceNow Certified Technical Architect (CTA). ITIL Managing Professional or Strategic Leader certification. Professional Scrum Product Owner (PSPO) certification. Project Management Professional (PMP) certification. Experience leading enterprise digital transformation, automation, or platform modernization initiatives within a large, complex organization. Experience establishing platform governance, operating models, and service management best practices at an enterprise scale. Application DeadlineApplications for this position will be accepted through March 1, 2027, subject to earlier closure due to applicant volume. What’s it like to work here?At Lincoln Financial, we love what we do. We make meaningful contributions each and every day to empower our customers to take charge of their lives. Working alongside dedicated and talented colleagues, we build fulfilling careers and stronger communities through a company that values our unique perspectives, insights and contributions and invests in programs that empower each of us to take charge of our own future. What’s in it for you:Clearly defined career tracks and job levels, along with associated behaviors for each of Lincoln's core values and leadership attributesLeadership development and virtual training opportunitiesPTO/parental leaveCompetitive 401K and employee benefitsFree financial counseling, health coaching and employee assistance programTuition assistance programWork arrangements that work for youEffective productivity/technology tools and trainingThe pay range for this position is $120,375 - $192,600 with anticipated pay for new hires between the minimum and midpoint of the range and could vary above and below the listed range as permitted by applicable law. Pay is based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency and qualifications required for the role. The base pay is just one component of Lincoln’s total rewards package for employees. In addition, the role may be eligible for the Annual Incentive Program, which is discretionary and based on the performance of the company, business unit and individual. Other rewards may include long-term incentives, sales incentives and Lincoln’s standard benefits package.About The CompanyLincoln Financial (NYSE: LNC) helps people to confidently plan for their version of a successful future. We focus on identifying a clear path to financial security, with products including annuities, life insurance, group protection, and retirement plan services. With our 120-year track record of expertise and integrity, millions of customers trust our solutions and service to help put their goals in reach. Lincoln Financial Distributors, a broker-dealer, is the wholesale distribution organization of Lincoln Financial. Lincoln Financial is the marketing name for Lincoln Financial Corporation and its affiliates including The Lincoln National Life Insurance Company, Fort Wayne, IN, and Lincoln Life & Annuity Company of New York, Syracuse, NY. Lincoln Financial affiliates, their distributors, and their respective employees, representatives and/or insurance agents do not provide tax, accounting or legal advice. Lincoln is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Follow us on Facebook, X, LinkedIn, Instagram, and YouTube. For the latest company news, visit our newsroom. Be Aware of Fraudulent Recruiting ActivitiesIf you are interested in a career at Lincoln, we encourage you to review our current openings and apply on our website. Lincoln values the privacy and security of every applicant and urges all applicants to diligently protect their sensitive personal information from scams targeting job seekers. These scams can take many forms including fake employment applications, bogus interviews and falsified offer letters.Lincoln will not ask applicants to provide their social security numbers, date of birth, bank account information or other sensitive information in job applications. Additionally, our recruiters do not communicate with applicants through free e-mail accounts (Gmail, Yahoo, Hotmail) or conduct interviews utilizing video chat rooms. We will never ask applicants to provide payment during the hiring process or extend an offer without conducting a phone, live video or in-person interview. Please contact Lincoln's fraud team at View email address on click.appcast.io if you encounter a recruiter or see a job opportunity that seems suspicious.Additional InformationThis position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.Any unsolicited resumes or candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial are considered property of Lincoln Financial and are not subject to payment of agency fees.Lincoln Financial ("Lincoln" or "the Company") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex, age, national origin or disability. Opportunities throughout Lincoln are available to employees and applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling View phone number on click.appcast.io.This Employer Participates in E-Verify. See the E-Verify notices.Este Empleador Participa en E-Verify. Ver el E-Verify avisos.