ServiceNow Platform Lead

Client of Forsyth Barnes; Abu Dhabi; On-site; AED 420,000 - 640,000; Full time

Job summary

Client of Forsyth Barnes in Abu Dhabi is seeking a senior ServiceNow Platform Lead to define governance, strategy and operating models for the organisation. The role focuses on translating demand into a coherent roadmap, establishing delivery controls and driving measurable improvements across the platform and services it supports.

The successful candidate will lead the Centre of Excellence, collaborate with architecture, security, risk and business stakeholders, and guide vendors and partners

Qualifications

• 10+ years in technology, enterprise platforms or ITSM.
• 5+ years ServiceNow in complex enterprise environments.
• Leadership of ServiceNow implementations and governance.
• Experience with ITSM, CMDB, CSDM and workflow automation.
• Proven vendor and partner management in regulated settings.
• Executive communication with architects and stakeholders.

Responsibilities

• Establish and lead a Centre of Excellence for ServiceNow governance and standards.
• Shape enterprise platform roadmap and backlog management with investments alignment.
• Direct release planning, upgrades and transition to operational ownership.
• Provide senior stakeholders with concise platform performance insights and risk considerations.
• Maintain alignment with Enterprise Architecture, cybersecurity and governance functions.
• Oversee supplier performance, delivery partners and commercial dependencies.
• Develop BAU procedures, ownership models and escalation routes for new capabilities.
• Develop knowledge-transfer programs and internal capability building.
• Promote automation, standardisation and measurable platform improvements across the service.

Skills

ServiceNow leadership

Platform governance

Demand management

Release governance

Stakeholder management

ITSM

CMDB

Education

ITIL 4 Foundation

Tools

ServiceNow ITSM

CMDB

CSDM

Job description

Operating across finance and banking our client supports the secure controlled delivery of technology and service capabilities within a regulated enterprise environment Its focus on dependable operations governance and digital service improvement creates a strong setting for a ServiceNow leader to influence platform strategy and business outcomes The ServiceNow Platform Lead will define how the platform is governed developed and operated across the organisation This senior role will translate business demand into a coherent roadmap establish effective delivery controls and ensure that platform investments improve service quality operational visibility and risk management Success will require a balanced focus on strategy and execution You will lead the ServiceNow Centre of Excellence guide prioritisation and release decisions oversee partners and platform health and build the internal capability required to sustain a mature operating model in Abu Dhabi

Key Responsibilities

• Establish and lead a ServiceNow Centre of Excellence covering governance standards demand intake and continuous improvement
• Shape the enterprise platform roadmap by evaluating demand prioritising the backlog and aligning investment with business and technology objectives
• Direct release upgrade and transition planning ensuring changes are controlled documented and ready for operational ownership
• Provide senior stakeholders with concise insight into platform performance delivery progress capacity risks and decision requirements
• Maintain alignment with Enterprise Architecture cybersecurity information security process owners and governance functions
• Oversee platform access configuration standards technical debt data quality integrations and overall platform health
• Manage supplier performance delivery partners commercial dependencies and augmented resources against agreed outcomes
• Coordinate with Service Operations observability teams and risk and compliance stakeholders to strengthen end-to-end service management
• Define BAU procedures ownership models service acceptance criteria and escalation routes for new and changed capabilities
• Ensure documentation audit evidence risk treatment plans and governance decisions remain complete and traceable
• Develop structured knowledge-transfer activity including learning pathways and internal ServiceNow capability programmes
• Promote automation standardisation and measurable improvements across the platform and the services it supports

Benefits

• Work on a high-visibility ServiceNow agenda with direct influence over governance operating maturity and digital service improvement
• Gain exposure to senior decision-makers and enterprise-wide priorities within a regulated banking and finance environment
• Shape a Centre of Excellence including its standards roadmap knowledge model and internal capability strategy
• Operate in Abu Dhabi within a role that combines strategic ownership delivery leadership and meaningful platform transformation
• Access the systems delivery partners and organisational support required to implement sustainable improvements
• Receive a compensation package aligned with the seniority scope and specialist nature of the position
• Build a broader leadership profile through engagement with architecture security operations risk and business stakeholders
• Contribute to a professional environment where disciplined governance and measurable outcomes are valued

Based in Abu Dhabi United Arab Emirates this opportunity is suited to a senior ServiceNow professional who can combine platform depth with enterprise leadership The position carries broad accountability for direction control and capability development making it particularly relevant to candidates who have worked in banking financial services or similarly regulated settings Applicants should be prepared to operate across strategic planning delivery oversight and day-to-day governance The successful individual will bring clarity to competing priorities establish dependable controls and leave the organisation with stronger internal ownership of its ServiceNow estate

Bring at least 10 years of experience across technology, enterprise platforms or IT service management. Offer a minimum of five years of substantial ServiceNow experience in complex enterprise environments. Demonstrate leadership of ServiceNow implementations, operating models, governance frameworks or platform transformation programmes. Show strong command of demand management, portfolio prioritisation, backlog control, release governance and upgrade planning. Understand platform administration, access governance, configuration management, technical debt and performance monitoring. Have practical experience with ServiceNow ITSM, CMDB, CSDM, integrations and workflow automation. Bring experience overseeing vendors, implementation partners and blended internal and external delivery teams. Demonstrate success working in regulated banking, financial services or another environment with demanding control requirements. Communicate confidently with executives, architects, technical specialists, process owners, suppliers and operational teams. Know how to assess solution designs and work with Enterprise Architecture to maintain sustainable platform direction. Understand ITOM and Governance, Risk and Compliance capabilities, with direct experience considered advantageous. Use reporting and governance measures to evaluate value delivery, platform health, delivery risk and service performance. Recognise the importance of automated testing, source control and disciplined development practices in platform delivery. Hold or be working towards relevant credentials such as ServiceNow Certified System Administrator, Certified Implementation Specialist, ITIL 4 Foundation or advanced ServiceNow architecture certification. Demonstrate the judgement to balance immediate operational needs with long-term platform resilience, security and maintainability.