Balance Innovations, a Brink's Division
COE IT Director - Service Now
Balance Innovations, a Brink's Division, Coppell, Texas, United States, 75019
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TheIT Director COE, ServiceNowwill lead the global Center of Excellence responsible forServiceNow strategy, governance, and deliveryacross the enterprise. The Director will oversee the platform roadmap, architecture, governance, and delivery, ensuring ServiceNow is leveraged to modernize service delivery, enhance employee and customer experiences, and deliver measurable business value.
Key Responsibilities
Establish and lead the ServiceNow Center of Excellence (COE) as the governing body for ServiceNow strategy, roadmap, and standards.
Define the multi-year ServiceNow platform strategy, aligned with global transformation programs across IT, HR, Finance, Procurement, and other towers.
Serve as a strategic advisor to IT leadership and business stakeholders on ServiceNow capabilities and innovations.
Own the ServiceNow platform including ITSM, HR Service Delivery, Sourcing & Procurement Professional, Finance workflows, and Employee Self Service.
Oversee platform architecture, configuration, integrations, upgrades, and new module adoption.
Ensure standardization, security, and compliance across global regions.
Define governance processes for demand intake, prioritization, change management, and release management on the ServiceNow platform.
Oversee global implementations and expansions, ensuring alignment with corporate objectives and ServiceNow best practices.
Drive operational excellence through ITIL/ITSM processes and KPI-driven performance management.
Partner with HR, Finance, Procurement, and IT Service leaders to enable digital workflows and improve service experiences.
Engage with system integrators, managed service providers, and ServiceNow directly to deliver platform enhancements.
Provide executive-level updates on roadmap execution, benefits realization, and platform adoption.
Build and lead a global team of ServiceNow architects, developers, functional leads, and support analysts.
Define COE operating model including L1–L3 support, knowledge management, and training.
Foster a culture of innovation and continuous improvement across the ServiceNow ecosystem.
Qualifications & Experience
Education: Bachelor’s degree in Computer Science, Information Systems, or related field; MBA or Master’s preferred.
Experience: 12–15+ years in IT leadership roles with deep enterprise applications and service management experience.
Proven experience leading ServiceNow platform strategy and delivery in global organizations.
Strong background in ITSM, HR Service Delivery, Finance workflows, Procurement systems, and Employee Self Service.
Demonstrated success in global deployments, integrations with ERP/HR systems (SAP, Oracle, Workday), and vendor management.
Familiarity with ServiceNow upgrade cycles, n-1 release adoption, and COE operating models.
Skills:
Strategic planning, governance, and roadmap execution.
Strong stakeholder management and executive communication skills.
Hands‑on knowledge of ServiceNow modules (ITSM, HRSD, Procurement, Finance, ESS).
Vendor and SI management experience.
Key Competencies
Strategic & Innovative Thinking
ServiceNow Platform & Workflow Expertise
Governance & Compliance Orientation
Cross‑Functional Collaboration (HR, Finance, IT, Procurement)
Change & Program Management
Leadership & Team Development
Seniority level Director
Employment type Full‑time
Job function Information Technology
Industries Software Development
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TheIT Director COE, ServiceNowwill lead the global Center of Excellence responsible forServiceNow strategy, governance, and deliveryacross the enterprise. The Director will oversee the platform roadmap, architecture, governance, and delivery, ensuring ServiceNow is leveraged to modernize service delivery, enhance employee and customer experiences, and deliver measurable business value.
Key Responsibilities
Establish and lead the ServiceNow Center of Excellence (COE) as the governing body for ServiceNow strategy, roadmap, and standards.
Define the multi-year ServiceNow platform strategy, aligned with global transformation programs across IT, HR, Finance, Procurement, and other towers.
Serve as a strategic advisor to IT leadership and business stakeholders on ServiceNow capabilities and innovations.
Own the ServiceNow platform including ITSM, HR Service Delivery, Sourcing & Procurement Professional, Finance workflows, and Employee Self Service.
Oversee platform architecture, configuration, integrations, upgrades, and new module adoption.
Ensure standardization, security, and compliance across global regions.
Define governance processes for demand intake, prioritization, change management, and release management on the ServiceNow platform.
Oversee global implementations and expansions, ensuring alignment with corporate objectives and ServiceNow best practices.
Drive operational excellence through ITIL/ITSM processes and KPI-driven performance management.
Partner with HR, Finance, Procurement, and IT Service leaders to enable digital workflows and improve service experiences.
Engage with system integrators, managed service providers, and ServiceNow directly to deliver platform enhancements.
Provide executive-level updates on roadmap execution, benefits realization, and platform adoption.
Build and lead a global team of ServiceNow architects, developers, functional leads, and support analysts.
Define COE operating model including L1–L3 support, knowledge management, and training.
Foster a culture of innovation and continuous improvement across the ServiceNow ecosystem.
Qualifications & Experience
Education: Bachelor’s degree in Computer Science, Information Systems, or related field; MBA or Master’s preferred.
Experience: 12–15+ years in IT leadership roles with deep enterprise applications and service management experience.
Proven experience leading ServiceNow platform strategy and delivery in global organizations.
Strong background in ITSM, HR Service Delivery, Finance workflows, Procurement systems, and Employee Self Service.
Demonstrated success in global deployments, integrations with ERP/HR systems (SAP, Oracle, Workday), and vendor management.
Familiarity with ServiceNow upgrade cycles, n-1 release adoption, and COE operating models.
Skills:
Strategic planning, governance, and roadmap execution.
Strong stakeholder management and executive communication skills.
Hands‑on knowledge of ServiceNow modules (ITSM, HRSD, Procurement, Finance, ESS).
Vendor and SI management experience.
Key Competencies
Strategic & Innovative Thinking
ServiceNow Platform & Workflow Expertise
Governance & Compliance Orientation
Cross‑Functional Collaboration (HR, Finance, IT, Procurement)
Change & Program Management
Leadership & Team Development
Seniority level Director
Employment type Full‑time
Job function Information Technology
Industries Software Development
#J-18808-Ljbffr