Platform Lead - ServiceNow

Job Description

The Platform Lead - ServiceNow is responsible for the strategic leadership, governance, delivery and continual improvement of the ServiceNow platform across the Managed Services environment. This role leads a team of ServiceNow specialists and collaborates with Operations, Delivery, Sales, Customers and Technology stakeholders to ensure the platform delivers scalable, secure and innovative solutions that support business and customer outcomes. The successful candidate will combine strong people leadership, platform expertise and commercial awareness while driving automation, service excellence and AI-enabled capabilities within the ServiceNow ecosystem.

Lead the ServiceNow strategy, roadmap and platform governance, ensuring alignment with business objectives, customer requirements and Managed Services growth plans. Drive continuous improvement, innovation, automation and AI-enabled capabilities across the platform.

Provide leadership and direction to a team of ServiceNow administrators, developers and platform specialists. Foster a high-performance culture focused on accountability, collaboration, capability development and continuous learning.

This is not a hands-on role but is suitable for someone who has hands-on experience in the past. Oversee the design, implementation, integration and lifecycle management of ServiceNow solutions. Ensure platform capabilities are secure, scalable, compliant and aligned with architecture standards and operational best practices.

Partner with internal and external stakeholders to understand business requirements and translate them into effective ServiceNow solutions. Act as the escalation point for critical platform issues and ensure timely resolution of risks and service impacts.

Manage platform budgets, licensing, vendor relationships and optimisation initiatives. Support presales activities, customer engagements and solution development by providing ServiceNow expertise and strategic guidance. Establish and maintain governance frameworks, standards and processes to ensure platform stability, security, compliance and ongoing operational excellence.

Qualifications

• Significant years of experience in Service Management, Platform Engineering, Architecture or Managed Services environments.
• Proven experience leading technical teams and developing high-performing specialists.
• Strong knowledge of the ServiceNow platform, including ITSM and platform administration.
• Experience delivering platform strategy, governance and roadmap initiatives.
• Strong stakeholder engagement, vendor management and customer-facing experience.
• Experience driving automation and operational improvement initiatives.
• Excellent leadership, communication and decision-making skills.
• ServiceNow certifications (CSA, CIS or equivalent).
• Experience with ITOM, ITAM, CMDB, SecOps, HRSD or CSM modules.
• Exposure to cloud platforms, integration technologies and DevOps practices.
• Experience with AI, workflow automation and digital transformation programs.
• Knowledge of ITIL, governance, security and compliance frameworks.
• Managed Services experience within enterprise or regulated environments.

Educational requirements (optional): Degree in Information Technology, Engineering or equivalent industry experience. ServiceNow and/or ITIL certifications highly regarded.

Personal Attributes

• Strategic thinker with strong commercial awareness.
• Adaptable, collaborative and customer-focused.
• Passionate about innovation, automation and AI adoption.
• Strong coach and mentor with the ability to influence stakeholders at all levels.
• Comfortable balancing operational priorities, project delivery and continuous improvement initiatives.

Additional Information

We are committed to Equal Employment Opportunity and providing reasonable accommodations. If you require any assistance or modifications to navigate our careers site or complete your application, please contact our recruitment team.

Work rights for Australia and a willingness to undergo a comprehensive background checking process (probity and police checks) are required. This posting provides an illustration of the role; terms may vary with changing business needs.