Senior Director of ServiceNow Platform
6 hours ago
As the Senior Director of ServiceNow Platform, you will be responsible for leading the transformation of the overall ServiceNow implementation at Marriott International. This includes product function and capability, governance and compliance, as well as related product teams, suppliers, and managed service providers.
You will drive a culture of continuous improvement, encouraging innovation and the adoption of best practices. This role is integral to enhancing the customer experience for associates, requiring a leader with strategic vision, exceptional operational excellence, deep business acumen, and a commitment to exceptional customer service in hospitality technology.
The Senior Director, ServiceNow platform, ensures the efficient delivery of overall IT services, focusing on ITIL and business processes, CMDB, internal and external integrations and automations, overall hygiene, and access management to meet predefined quality and availability standards.
This role will balance service reliability and cost, emphasizing continuous performance monitoring against established SLAs, and customer experience measures of usability, availability, and performance.
This role ensures IT services continually align with business objectives, enhancing customer satisfaction and compliance.
Key Responsibilities- Develop and implement a strategic vision with supporting tactical plans for the ServiceNow Platform, aligning with Marriott International's overall business goals
- Foster and demonstrate culture of innovation and continuous improvement within the team
- Establish and enforce effective policies and procedures to optimize ServiceNow Platform operations
- Lead change management initiatives, ensuring the team adapts to evolving business and technology environments
- Collaborate with other senior leaders to ensure ServiceNow Platform strategies support Global Technology objectives
- Undergraduate degree or equivalent combination of experience, education, and certification
- 10+ years' overall experience in a technology service operations leadership
- 5+ years of Information Technology leadership experience with at least 3 years as manager of people
- 7+ years' experience and expert understanding of enterprise technology support: ServiceNow Platform leader, architect, developer, or engineer
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