ServiceNow CoEI/Head

Role: Head of Transversal Tooling Team

Location: Pune- Hybrid 3 Days WFO

Exp: 15+ Years

Immediate Joiners

Summary of the role

We are looking for a highly skilled Lead Transversal Tooling team to operate, evolve, and scale the ServiceNow platform across the enterprise—delivering consistent, high‑quality digital workflows, enabling business value, and enforcing platform standards under the AIO Center of Excellence & Innovation (CoEI) governance model..

KEY METRICS OF THE ENVIRONMENT

Two Cloud providers: AWS and Azure

Network services based on Juniper, Palo Alto, Fortigate, Cisco

2000+ assets monitored (target -> 5000+)

600+ SDWAN sites deployed, new onboarding in progress (target -> 2000+)

28 Network & Cloud Services in Service Catalog

65 Projects Managed in 2024

90,000 users

5.000 Service Requests and 28.551 Incidents closed in 2024

Europe, NORAM, LATAM, ANZ regions served

KEY RESPONSIBILITIES

1) People Leadership & Partner Management

Build and mentor a high‑performing, cross‑functional team (architecture, UX/release, process, QA/test, SACM/data, front‑end, POs/BAs).

Stabilize, retain and manage the team.

Manage partners/vendors and ensure compliance with Client standards and security

2) Strategy & Roadmap

Define, communicate and quarterly update the multi‑year ServiceNow roadmap (product vision) aligned to Enterprise Service Management strategy, corporate Objectives and Key Results, and value measures;

Goals and deliverables

Client has leading positions in Europe, which is the result of the history of energy construction in these countries, and strong presences in North and South America and in Oceania. With nearly 90,000 highly skilled employees, Client has a strong geographic footprint, anchored by historic local brands. Client provides its customers with excellent technical expertise in the design, installation, maintenance and operation of multi-technical facilities. This know-how is based on key skills. First of all, in electrical and thermal engineering - two strong points that help accelerate the reduction of our clients carbon footprint - but also in ventilation, refrigeration, mechanics and robotics, fire protection, energy renovation, digital solutions, IT, cyber security and telecommunications. The combination of this expertise allows us to offer efficient and optimised solutions at all stages of the energy chain, from production, storage and transport to usage. (*) Turnover 2024 consolidated SLS DWP

The OneITeam is global IT organization, designed to deliver consistent, high-quality services across all MBUs. Within this structure, Shared Lines of Services (SLS) such as SLS Digital Workplace, design, build, and operate transversal IT services that support the Local IT teams. Our Mission as SLS DWP Enable Client to operate in a secure, cost-efficient digital workplace by providing qualitative services. Now and for long-term success.

HEAD OF TRANSVERSAL TOOLING TEAM (F/M)

SUMMARY OF THE ROLE

We are looking for a highly skilled Lead Client Transversal Tooling team to operate, evolve, and scale the ServiceNow platform across the enterprise—delivering consistent, high‑quality digital workflows, enabling business value, and enforcing platform standards under the AIO Center of Excellence & Innovation (CoEI) governance model.

KEY RESPONSIBILITIES

1. People Leadership & Partner Management

• Build and mentor a high‑performing, cross‑functional team (architecture, UX/release, process, QA/test, SACM/data, front‑end, POs/BAs).
• Stabilize, retain and manage the team.
• Manage partners/vendors and ensure compliance with Client standards and security

1. Strategy & Roadmap

• Define, communicate and quarterly update the multi‑year ServiceNow roadmap (product vision) aligned to Client Enterprise Service Management strategy, corporate Objectives and Key Results, and value measures; lead stakeholder alignment and budgeting.
• Drive organizational change management to maximize adoption and outcomes. 3) Platform Ownership & Standards (Technical Governance)
• Ensure platform stability and supportability; own instance strategy, upgrades, security/data standards, and integration policies; approve customizations by exception; • Prioritize backlog & maximize the value of Service Now within Client.
• Maintain reusable best‑practice standards for workflow design and development.

1. Delivery & Release (Build/Run)

Lead cross‑functional delivery (ITSM, HRSD, KM/Reporting, SPM/SecOps/AI as applicable), ensuring solutions are user‑centric, on time, and on budget; manage transitions to operations.

• Own the release management lifecycle and quality gates with QA & Test; address production defects promptly.

1. Innovation & Value

• Run innovation prototyping and next‑gen capabilities (chatbots, AI), identify where ServiceNow replaces legacy tools, and scale what proves value.
• Lead value management — quantify benefits (hours saved, CSAT/ESAT improvements) and report on outcomes.

1. Portfolio, Demand & Prioritization

• Govern demand intake, triage by effort/cost, value, and risk, and orchestrate prioritization within the CoEI release framework and board governance.
• Balance capacity vs. demand across internal/external delivery resources.

PROFILE Educational background & Experience

• Bachelor's degree in Information Technology, Business Administration, or related field.
• 15+ years in enterprise platforms or service management; 10+ years leading cross‑functional teams (+25HC).
• Certifications: ServiceNow CSA (must), CIS in one or more domains (e.g., ITSM, HRSD), ITIL 4, Agile/SAFe (nice to have).
• Track record running innovation pilots (e.g., chatbots/AI) through to scaled value delivery.
• Strong communication; able to lead Design Authority, QBRs, and Community sessions. Behavioral Capabilities
• Proven leadership of ServiceNow as Platform Owner or equivalent across multiple domains (e.g., ITSM, HRSD; SPM/SecOps a plus).
• Strong grasp of CoEI governance (strategy, technical, portfolio) and experience operating within board structures.
• Expertise in platform standards (instance strategy, upgrades, data/security, integrations) and demand‑to‑release delivery.
• Demonstrated value management — defining and tracking KPIs/OKRs (MTTR, self‑service, ESAT).
• People leadership across architecture, UX/release, QA, process, SACM/data, front‑end, POs/BAs.
• Excellent stakeholder management across SLS, BU/MBU IT, Security, Purchasing; vendor management experience.
• Why Join Us The CoEI defines standards, innovation, governance, and value management so ServiceNow truly enables ESM at Client. As Team Lead & Platform Owner, you turn this framework into execution — stable platform, meaningful innovation, and measurable outcomes for employees and customers Join a team that values Diversity, Collaboration, Accountability, Courage and Trust.