ServiceNow Platform Owner

About the OpportunityJob Type: Permanent

Application Deadline: 19 April 2025

Job Description

Title                 ServiceNow Platform Owner

Department      Enterprise Infrastructure Services

Location          India

Reports To       Director Enterprise Service Management

Level                Grade 7 - Associate Director

We’re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this? By working together - and supporting each other - all over the world. So, join our ServiceNow team and feel like you’re part of something bigger.

About your team

The Technology function provides IT services to the Fidelity International business globally.  These include the development and support of business applications that underpin our revenue, operational, compliance, finance and customer service functions.  The broader organisation incorporates Infrastructure services that the firm relies on to operate on a day to day basis including data centre, networks, proximity services, security, voice, incident management and remediation. 

Enterprise Infrastructure Services (TIS) is responsible for maintaining the Operating Environment which includes all infrastructure components, Technology Platforms and Technology-wide operational resilience capabilities.  

ServiceNow is a strategic cloud platform for managing digital workflows in enterprise operations based on service management principles. In Fidelity it is used for Service Management, IT operations management, human resources management, security operations, and risk leveraging purpose built industry solutions and allowing work to seamlessly flow across the organisation.

About your role
As the ServiceNow platform owner you will be responsible for the strategy of the platform and leading the ServiceNow platform team.

You will lead activities that will ensure the effective delivery of the ServiceNow platform, with a focus on building a 3-year roadmap for the platform and influencing roadmaps of the ServiceNow capabilities/Products. You will shape demand for enterprise platform consumption, alongside product backlog refinement and prioritisation through demand governance.

Work in partnership with the Business Service Lines (Enterprise Service Management, Global Cyber and Information Security, HR Delivery, Enterprise Technology Services), External Partners and wider organization (Enterprise and Technology Portfolios) to develop a fit for purpose delivery model to deliver the capabilities on the Service Now platform that aligns with organization goals and strategy.

Inspiring the “art of the possible”, driving innovation and continuous improvement, responsible to deliver high-quality technical and business solution for ServiceNow with best practices using Agile principles and Devops delivery.

Maintaining an Enterprise and holistic view of challenges across customer segments to promote scalable, long-term solutions in favor of “quick fixes” – in some cases requiring hard tradeoffs according to the value, cost, and speed of delivery

Define the Architecture, standards, policies, framework and best practices for automation in line with Enterprise Architecture, Infrastructure and Security policies, whilst supporting wider consumption of the platform to drive process automation.

You will be responsible to ensure maximum value is derived from the contract, working closely with ServiceNow Impact team to leverage the power of the platform effectively, build knowledge and champion ServiceNow across the enterprise by communicating and chairing the strategic governance forum’s as well as QBR’s with the vendor.

By engaging with stakeholders and users of the platform products to gather feedback and validate product direction, you will drive customer-centric enhancements to create intuitive and user-friendly product experiences.

About you

You will have extensive knowledge of the ServiceNow platform and its capabilities, that would have been acquired in a similar role or as a ServiceNow Platform Architect. You will have seasoned experience of delivering new ServiceNow capabilities into the Enterprise as well as building a strong high-performing engineering team.

You will have also have experience in working within a service management environment or digital operations function, and understand the value of efficient processes and quality user experience.

As you will be working with global stakeholders, you will be comfortable working with a broad range of individuals and senior leadership on the discovery and business cases for the further development of the platform.  You would have built an external partner strategy and have experience managing change through them, and transitioning the new capabilities into the ServiceNow platform team effectively.

You will understand how to position ServiceNow as a strategic platform in a financial services organisation, be able to build strategic relationships across the organisation, and be passionate about keeping up to date with the product roadmap to meet business strategy.

Key Responsibilities

• You will be responsible to ensure the Product Roadmaps are in place from the Product Owners and Accountable for the prioritsation of demand, ensuring it is in line with platform stratagy and that value is defined, understood and tracked. 
• The platform owner is accountable to ensure the delivery activities are coordinated in line with team capacity and capabilities, ensuring the resourcing and charging model of the platform is optimal to meet business demand. 
• You will ensure the end-to-end design of new or modified capabilities in line with project and business needs, ensuring that these services are implemented with minimal technical debt or customisations through strong technical governance processes.
• You will ensure a great employee experience through customer centric design practices.
• You will ensure platform team and partner strategy has alignment with the business strategy, roadmap, and platform governance policies.
• You will have ownership and oversight of the platform design, instances and release methodology. 
• The Platform owner presides over the technical governance board and is involved in all governance components including configuration decisions to ensure a seamless user experience that aligns with the platform design strategy.

Experience

• 8 years + experience as a ServiceNow platform Architect and proven experience implementing servicenow capabilities in a financial services organization
• Evidence of influencing strategic change in an organisation to improve efficiency, adhere to regulatory landscape or save costs.
• 5 years’+ experience leading engineering teams across multiple locations
• Experience implementing architecture guardrails, and aligning ServiceNow platform architecture to Enterprise Architecture standards.
• Experience managing demand in an Agile environment.
• Strong stakeholder management skills, and the ability to influence at senior levels.
• Strong communication and presentation skills

Feel rewarded

For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

As an international financial services organisation, we are in-scope of international regulations in the way that we carry out our work. This position is involved in work that is regulated by the FCA and/or the PRA and their Individual Conduct Rules (COCON) apply to it, along with any other regulation. We provide training on COCON and how it affects our employees. More information about COCON can be found in the Employment Handbook.