ServiceNow Platform Lead

Location: Abu Dhabi, United Arab Emirates

Company

Operating across finance and banking, the client delivers secure, controlled technology and service capabilities within a regulated enterprise environment.

What you will do

• Establish and lead a ServiceNow Centre of Excellence covering governance, standards, demand intake, continuous improvement, and internal capability development.
• Own the enterprise platform roadmap, backlog prioritisation, investment alignment, release governance, upgrades, and transition planning.
• Oversee platform access, configuration standards, technical debt, data quality, integrations, performance, and overall platform health.
• Provide senior stakeholders with reporting on delivery progress, capacity, risks, platform performance, service quality, and decision requirements.
• Manage suppliers, implementation partners, commercial dependencies, and blended delivery teams while coordinating with architecture, security, operations, risk, and compliance functions.
• Define BAU procedures, ownership models, service acceptance criteria, escalation routes, audit evidence, and governance documentation for new and changed capabilities.

Requirements

• At least 10 years of experience across technology, enterprise platforms, or IT service management, including a minimum of five years of substantial ServiceNow experience in complex enterprise environments.
• Experience leading ServiceNow implementations, operating models, governance frameworks, or platform transformation programmes.
• Strong command of demand management, portfolio prioritisation, backlog control, release governance, upgrade planning, and platform administration.
• Knowledge of access governance, configuration management, technical debt, performance monitoring, ServiceNow ITSM, CMDB, CSDM, integrations, and workflow automation.
• Experience overseeing vendors, implementation partners, and blended internal and external delivery teams.
• Experience in regulated banking, financial services, or another environment with demanding control requirements.
• Confident communication with executives, architects, technical specialists, process owners, suppliers, and operational teams, including the ability to assess solution designs with Enterprise Architecture.
• Understanding of ITOM and Governance, Risk and Compliance capabilities, reporting and governance measures, automated testing, source control, and disciplined development practices.
• ServiceNow Certified System Administrator, Certified Implementation Specialist, ITIL 4 Foundation, or advanced ServiceNow architecture certification held or in progress.
• Judgement to balance immediate operational needs with long-term platform resilience, security, and maintainability.

Culture & Benefits

• High-visibility ServiceNow agenda with direct influence over governance, operating maturity, and digital service improvement.
• Exposure to senior decision-makers and enterprise-wide priorities within a regulated banking and finance environment.
• Opportunity to shape the Centre of Excellence, including standards, roadmap, knowledge model, and internal capability strategy.
• Strategic ownership combined with delivery leadership and platform transformation in Abu Dhabi.
• Access to systems, delivery partners, and organisational support for sustainable improvements.
• Compensation package aligned with the seniority, scope, and specialist nature of the position.