Director, ServiceNow Platform

Your role at Dynatrace The Director, ServiceNow Platform is the founding leader of a new, AI-first IT organization built around a single design principle: scale without proportional headcount growth. This role owns the full lifecycle of our ServiceNow implementation from team formation and platform architecture through delivery and steady-state operation, with a mandate to build a self‑service‑first, AI‑augmented platform that deflects demand, automates resolution, and empowers employees and stakeholders to get work done without waiting on IT. This is not a role to maintain what exists. It is a role to build something new, a CoE where AI is a first‑class design consideration from day one, self‑service is the default interaction model, and the team's value is measured by outcomes enabled, not tickets closed. This is a remote eligible position. Candidates who live within a 45 mile radius of Boston, MA; Detroit, MI; and Denver, CO will be required to work hybrid (2 days per week) out of our Dyntrace office. Candidates are required to work EST hours for this position. Team & Organization Build‑Out ServiceNow CoE: Build a scalable Center of Excellence focused on ServiceNow automation and self‑service. AI Culture: Foster a team culture centered on continuous improvement and AI fluency. AI‑First Platform Strategy Foundational AI Roadmap: Define a ServiceNow roadmap that embeds AI as a core design layer. AI Capability Framework: Establish automation thresholds and governance for the ServiceNow platform. Data Readiness: Partner with data teams to ensure high‑quality CMDB and knowledge fabric. Strategic Sourcing: Lead build/buy evaluations for AI extensions with a focus on maintainability. Self‑Service as a Core Capability Default to Self‑Service: Design all modules for zero‑touch resolution and user independence. Experience Ownership: Own the full user journey, ensuring self‑service is the fastest path. Deflection KPIs: Track demand deflection and automation rates as primary success metrics. Delivery & Platform Governance Implementation Leadership: Lead the full ServiceNow lifecycle from initiation to steady‑state operations. Platform Standards: Establish ServiceNow governance for configuration and technical debt. Compliance Guardrails: Enforce security and privacy standards within ServiceNow for safe AI use. Stakeholder Alignment & Value Realization Strategic Interface: Serve as the primary leader for roadmap and program communication. Outcomes‑First Focus: Measure success via cost avoidance and cycle time, not feature velocity. ROI Reporting: Deliver regular platform value and ROI updates to senior leadership. Change Management: Drive adoption through onboarding and loops that shift behavior. What will help you succeed Minimum Requirements 10+ years of IT leadership experience, with at least 5 years leading enterprise ServiceNow programs including hands‑on experience with AI and automation capabilities such as Now Assist, Virtual Agent, Flow Designer, or Predictive Intelligence. Preferred Requirements A genuine conviction that AI and self‑service are the right architectural defaults not features to add later and a track record of building platforms that reflect that philosophy. Demonstrated success building and scaling IT teams, with an emphasis on designing organizations where automation and self‑service reduce demand growth rather than requiring headcount to absorb it. Deep knowledge of ServiceNow platform architecture across multiple modules (ITSM, HRSD, CSM, ITOM, or similar), with strong instincts for what drives long‑term platform health versus technical debt. Proven ability to define and deliver self‑service models at scale: Service Portal design, Virtual Agent conversation design, knowledge management strategy, and AI‑assisted search — with deflection metrics as a core accountability. Experience connecting ServiceNow to enterprise data platforms (data warehouses, integration layers, CMDB) to enable grounded AI experiences, and familiarity with what good data hygiene looks like as a prerequisite for reliable automation. Working knowledge of agentic AI concepts, including multi‑step automated workflows, AI‑assisted triaging, and human‑in‑the‑loop escalation design and the ability to translate these into practical platform requirements. Strong business partnership skills, comfortable leading discovery sessions with senior leaders across HR, Finance, Legal, and Operations, and translating operational pain points into self‑service and automation requirements. Track record defining and owning outcome‑based KPIs: deflection rates, automation coverage, MTTR, cycle time reduction, and cost avoidance and building the reporting infrastructure to track them. Experience leading organizational change management programs that successfully shifted employee behavior toward digital and self‑service channels. Familiarity with responsible AI principles, data privacy frameworks, and enterprise compliance requirements as they apply to AI‑powered platform design. Executive communication skills: able to translate platform complexity into business terms, build stakeholder confidence, and align investment decisions to measurable enterprise outcomes. Compensation and Rewards DOE, salary $190K - $230K, plus Health, Dental, Life, STD, LTD, 401K, PTO. Total compensation may vary depending on candidate experience/education and location. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. #J-18808-Ljbffr