Senior Director- ServiceNow Platform & Practice

Key Responsibilities

Platform Strategy & Leadership

• Define and own the enterprise ServiceNow AI Platform strategy and roadmap, aligned to business priorities, regulatory requirements, AI, and enterprise architecture standards.
• Serve as the senior executive point of accountability for the ServiceNow practice, including platform governance, investment planning, and value realization.
• Establish and enforce platform guardrails to balance agility with stability, security, and compliance in a regulated financial services environment.
• Act as a trusted advisor to senior technology and business leaders on ServiceNow capabilities, limitations, and tradeoffs.

Architecture & Technical Oversight

• Provide hands-on architectural leadership to ensure consistent, scalable, and secure platform design across all ServiceNow modules.
• Ensure alignment with enterprise architecture principles, integration patterns, and data standards.
• Oversee platform configuration, customization, and extension decisions to minimize technical debt and support long-term maintainability.
• Drive strong data access security, role design, and segregation-of-duties controls across the platform.
• Guide decisions related to integration, data flows, CMDB quality, and platform performance.

Now Assist (AI) Strategy & Adoption

• Define and lead the enterprise approach for adopting ServiceNow Now Assist, aligned with business priorities, risk posture, and regulatory requirements.
• Identify, prioritize, and drive high-value AI use cases, with an initial focus on ITSM and ITOM, such as incident management, event correlation, service operations efficiency, and operational insights.
• Establish governance, controls, and success metrics for AI adoption, including transparency, data usage, and model outputs.
• Drive organizational readiness, including operating model changes, training, and change management required to successfully adopt AI-enabled workflows.

Delivery & SDLC Execution

• Lead the end-to-end SDLC for ServiceNow initiatives, including intake, design, build, test, deployment, and post-implementation support.
• Leveraging Quality Clouds where appropriate, ensure delivery teams follow consistent engineering and quality practices, including documentation, testing, release management, and change control.
• Partner with product owners and stakeholders to prioritize enhancements, manage dependencies, and deliver measurable outcomes.
• Ensure alignment with organization-defined agile and project management patterns and principles.
• Oversee annual release planning and upgrade readiness, ensuring minimal business disruption and regulatory risk.

Operational Excellence & Support

• Ensure high availability, performance, and reliability of the ServiceNow platform.
• Establish KPIs and operational metrics to measure platform health, adoption, and business value.
• Drive continuous improvement across support processes, incident/problem management, and platform operations.
• Ensure platform support models are well-defined and scalable, leveraging internal teams and strategic partners as appropriate.

Security, Risk & Compliance

• Partner closely with Information Security and Technology Risk functions to ensure the platform meets internal controls, external regulatory requirements and to ensure responsible, secure, and compliant use of AI capabilities.
• Ensure SecOps and IRM Policy & Compliance modules are implemented and governed effectively.
• Lead audit readiness activities and remediation efforts related to the ServiceNow platform.
• Proactively identify and mitigate platform, data, and AI-related risks.

Talent, Vendor & Practice Management

• Build, lead, and mentor a high-performing ServiceNow organization, including architects, developers, administrators, and product owners.
• Define role clarity, skill expectations, and career paths within the practice.
• Manage strategic vendors and system integrators, ensuring accountability, quality, and cost effectiveness.
• Promote knowledge sharing, platform standards, and reusable patterns across teams.

Required Qualifications

• 15+ years of progressive experience in enterprise technology delivery, with significant leadership experience owning a major platform or ecosystem.
• 7+ years of hands-on experience with ServiceNow in large, complex, highly regulated environments.
• Demonstrated expertise across multiple ServiceNow modules, including: ITOM, ITSM, SecOps, HRSD, IRM / GRC.
• Strong understanding of SDLC methodologies (Agile, SAFe, hybrid, or waterfall) and experience leading large-scale platform delivery.
• Proven ability to engage at both executive and deep technical levels, translating business needs into platform solutions.
• Deep understanding of platform architecture, integrations, CMDB, and data security models.
• Strong leadership, communication, and stakeholder management skills.

Preferred Qualifications

• Experience implementing or driving adoption of ServiceNow Now Assist or enterprise AI capabilities, particularly within IT operations or service management contexts.
• ServiceNow Certified System Administrator and/or Certified Implementation Specialist (or equivalent experience).
• Experience establishing platform governance and/or AI governance operating models in partnership with other enterprise leadership teams.
• Prior ownership of platform modernization, consolidation, or large-scale upgrade initiatives.
• Familiarity with enterprise security frameworks and regulatory expectations relevant to financial services.

What Success Looks Like

• A secure, stable, and scalable ServiceNow platform aligned to enterprise architecture standards.
• Successful, compliant adoption of Now Assist delivering measurable operational and service outcomes.
• High confidence from executives, auditors, and regulators in platform, data and AI controls.
• Predictable, high-quality delivery of enhancements and projects.
• Clear platform roadmap with measurable business outcomes.
• A strong, engaged ServiceNow practice with clear standards and career paths.

In-Office Collaboration

• We are a client-centric, relationship-based business. Working together, in-person, is foundational to how we achieve results. By fostering a culture of face-to-face collaboration, idea sharing, productivity and personal connection, we deliver for our stakeholders — clients, advisors, employees and shareholders. Our employees work in the office at least three (3) days per week, with flexibility to work from home two (2) days per week. Some roles may require additional in-office time or different in-office expectations, and specific requirements will be discussed during the hiring process.

Full-Time/Part-Time

Full time

Timings

(2:00p-10:30p)

India Business Unit

AWMPO AWMP&S President's Office

Job Family Group

Technology

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, military status, veteran status, marital status, pregnancy, family status or any other basis prohibited by law.

We are committed to fostering an inclusive and accessible recruitment process for individuals with disabilities. If you require a reasonable accommodation to participate in the application or interview process, speak to your recruiter to discuss how we can support you.