Assistant Vice President, Business Enablement Platform Services (ServiceNow Platform)

Overview

Provide executive technology leadership across the ServiceNow Platform. Develop and execute strategic plans and oversee the operations of the ServiceNow Platform product lifecycle, encompassing Stakeholder Management , Governance and Communications, Scope and Financials, Team Management, Technology and Delivery, and Operations Support. Lead Product Delivery that fosters cross-enterprise collaboration, development, engagement, and innovation via Agile Framework (i.e., SAFe).

Responsibilities

• Stakeholder Engagement and Communications:
  • Build and maintain relationships with internal stakeholders such as Enterprise Technology Services, Internal Audit, Enterprise Risk, Regulatory Liaison Office, Workplace Infrastructure and Logistics, Human Resources, Security, Member Strategy Office, etc. and external key stakeholders throughout the entire platform lifecycle, including managing client engagements, agreements and technology.
  • Create and Lead executive platform governance meetings with stakeholders across the business domains, Enterprise Technology Services; represent Enterprise Technology Services on cross-organizational and inter-departmental teams.
  • Manage technology relationships with vendors, define scope of vendor support and hold accountable.
  • Define, build and maintain ServiceNow Platform level health metrics, OKRs and KPIs to be leveraged in various stakeholder engagement and communication engagements.
• Scope and Financials:
  • Develops and accountable for the definition of technical scope and capabilities, partnering with Business Product Owners, Technology Product Owners, Technology Product Managers, Architecture and Cloud Engineering ensuring branch/region goals and objectives align with division/department strategy.
  • Responsible for planning ServiceNow Platform budgets across both Capex and Opex aligned to the Annual Financial Plan and ongoing activities.
  • Overall budget accountability - planning, actual, forecast and corrective action planning.
• Operations and Support:
  • Manages deployment of new capabilities and ongoing support based on production support operating model and defined SLAs.
  • Develop strong partnership with InfoSec, Security, Risk, Internal Audit and Compliance Teams to ensure understanding, accountability and adherence to policy, standards and processes across the ServiceNow Platform.
• Team Management:
  • Establishes performance goals and priorities and measurable team objectives and KPIs/OKRs that are aligned with business and organizational goals.
  • Oversee development, talent review/development, employee engagement, change management, broad internal communications, and branding for the division o Prepare, conduct and review performance appraisals and merit pay in accordance with specified objectives and guidelines.
  • Ensures staff has the resources and skills needs to support all work initiatives and consistently provide coaching, counseling and mentoring as we Do, Learn and Grow transition to new Ways of Working.
  • Effective management of statements of work, staff augmentation, systems integrators, service providers, etc. supporting delivery of capabilities.
• Technology and Delivery:
  • Lead end to end Product delivery via SAFe Framework; lead executive steering committee of enterprise wide stakeholders; communicate and resolve escalated stakeholder issues; surface recommendations; align to product roadmaps.
  • Responsible for delivering new ServiceNow capabilities within the agreed timeline leveraging an Agile Framework (i.e., SAFe).
  • Develop and define clear core work definitions and roles and responsibilities, process flows and aligned to operating models; demonstrate the complete product life cycle and capabilities of each ServiceNow Product as well as platform health dashboards and journeys.
  • Guide and analyze benchmarking, trend analysis, industry and other input to drive continuous improvement and acceleration of ServiceNow capabilities and elevate service performance communicated across ETS and Business Stakeholders and Product Owners.
  • Bring external perspective and ideas from relevant sources on how to gain value from the ServiceNow Platform, keep current with technology trends,, AI, and industry best practices.
  • Partner with Enterprise Architects, Cloud Engineers, AI Working Group, etc. to determine and define the technical architecture required to implement and support ensuring alignment to enterprise anchor platform strategy and value of ServiceNow Platform.
  • Evaluates the performance and trends of assigned services to stakeholders, including defined KPIs and SLAs and ensures service levels are achieved in line with SLAs.
  • Perform benchmarking and trend analysis to incorporate continuous improvement and acceleration in the delivery of capabilities or defined enhancements into the ServiceNow Modules leveraging AI and new Ways of Working.
  • Partner with Technology Product Owners, Technology Product Managers, Portfolio Product Managers and Vendors to ensure that the right resources (skills, competencies, team size) are onboard to support the delivery of Product capabilities and AI enablement aligned to ServiceNow roadmaps.
  • Provide constructive and actionable feedback to Technology Product Owners, Technology Product Managers, Vendors, Strategic Partners, team members, etc. to achieve expected outcomes.
  • Ensures compliance with Navy Federal's policy and standards, practices and processes.
• Perform other related duties as assigned

Qualifications

• Bachelor's or Master's degree in Information Technology, Computer Science, or related field, or the equivalent combination of education, training and experience.
• Executive level experience leading the delivery and on-going support of ServiceNow (SNOW) Platform working in a large-scale IT organization with diverse technologies, solution architectures while operating in a Product Delivery model leveraging Agile framework (i.e. SAFe) including Portfolio Management, ITSM, ITBM, CMDB, GRC, etc. modules.
• Advanced verbal and written communication as well as presentation skills targeted to the audience, including senior executive level leadership. Proven experience standing up and facilitating Executive Level Steering Committees.
• Ability to collaborate with Stakeholder and Partners to develop a ServiceNow (SNOW) Platform roadmap and vision aligned to business strategies and goals and implement action plans to achieve strategic goals and stated outcomes leveraging SAFe delivery model.
• Significant experience in demonstrating thought-leadership, initiative-taking, critical decision-making and creativity solving business problems, demonstrating the ability to accelerate the delivery of new capabilities and having a business value vs. cost critical mindset.
• Advanced knowledge leveraging Agile delivery frameworks (i.e., SAFe) and transforming delivery teams from traditional waterfall/hybrid delivery to agile delivery model.
• Demonstrated experience implementing AI strategies leveraging ServiceNow or Co Pilot / ServiceNow integration as well proficient in emerging technology landscape for the ServiceNow Platform.
• Significant experience in vendor management including leading discussions and negotiations resulting in contractual outcomes. Critical thinking with a business value vs cost mindset.
• Significant experience onboarding and maintaining relationships with Systems Integrators, Service Providers, etc. to support the delivery of capabilities aligned to ServiceNow (SNOW) Platform Roadmaps and hold accountable.
• Significant experience in resource allocation and management.
• Significant experience in budget management including planning, actuals and forecasting and corrective action.

• Significant experience in leading, guiding and coaching professional staff.

  
  
  

Desired Qualifications

• Advanced knowledge of Navy Federal's functions, philosophy, operations and organizational objectives.
• Master's degree in Information Technology, Engineering, Computer Science, or related field.
• Advanced technical knowledge of the ServiceNow (SNOW) platform and operating at the executive level leading the transformation and adoption across the enterprise including ITSM, ITBM, CMDB, GRC, etc. modules.

Hours: Monday - Friday, 8:00AM - 4:30PM
Location: 820 Follin Lane, Vienna, VA 22180 | 5510 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

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