Director - SN Platform Manager

GSK; Bengaluru; On-site; INR 900,000 - 1,800,000; Full time

Job summary

GSK is seeking a ServiceNow Platform Manager to oversee the stability, security, and evolution of the ServiceNow platform across the organization. You will translate priorities into a platform roadmap, manage configurations, releases, and integrations, and lead cross-functional teams to ensure enterprise-aligned governance and risk management.

You will work with Domain Leads, Product Managers, and Architecture stakeholders to ensure platform capabilities support critical HR and enterprise

Qualifications

• Bachelor's or Master's in CS/IT/Engineering or equivalent experience.
• Industry certifications highly desirable (e.g. Agile Methodologies, CPM).
• 18+ years’ experience in ServiceNow technology, platform management, or enterprise systems.
• Experience managing vendor-led platforms, including roadmap planning, configuration governance, and release management.
• Experience overseeing complex ServiceNow systems in regulated environments with audit, compliance, and data protection requirements.

Responsibilities

• Own end-to-end platform lifecycle for ServiceNow including roadmap planning and release management.
• Translate domain strategy into a platform roadmap across configuration, integrations, and technical improvements.
• Provide guidance on configuration vs customization to align with vendor best practices.
• Act as primary technical authority ensuring compliance, security, and enterprise standards.
• Oversee vendor and SI relationships, ensuring delivery quality and alignment with roadmaps.
• Govern platform risk, controls, and compliance in partnership with Security, Risk, and Compliance SMEs.
• Coordinate platform changes across Product, Architecture, Data, and Change with go-live readiness.
• Escalate platform stability issues and drive root-cause remediation.
• Ensure effective integration management across ServiceNow, Identity, and downstream systems.
• Track KPIs on stability, releases, defects, audits, and vendor performance for continuous improvement.
• Provide financial oversight of the domain including budgets and resourcing.

Skills

Agile Methodology

Cross-Functional Teamwork

Data Analysis

Design Thinking

DevOps

Enterprise Architecture

Executive Communications

Information Governance

Leadership Planning

Prioritization

Product Roadmapping

Project Management

ROI

Service Delivery Platforms

Software Development

Strategy Deployment

UX/UI Design

Education

Bachelor's or Master's degree in Computer Science, Information Technology, or Engineering

Tools

ServiceNow Platform

Job description

Job Purpose

The ServiceNow (SN) Platform Manager is accountable for the stability, compliance, and evolution of the ServiceNow platform within the ServiceNow Platform and Enterprise Tools Domain. The role ensures that core ServiceNow platform is secure, resilient, compliant, and fit for purpose, supporting critical people processes across the organisation. Working closely with the ServiceNow Platform and Enterprise Tools Domain Lead, Product Managers, Solution Architects, and ServiceNow stakeholders, the Platform Manager translates functional priorities into a platform roadmap covering configuration, releases, integrations, data, and technical risk. The role provides technical leadership across platform operations, vendor management, and platform governance, ensuring ServiceNow solutions are operated and enhanced in line with enterprise standards, regulatory requirements, and long-term architectural direction.

Key Responsibilities

• Own the end-to-end platform lifecycle for ServiceNow systems, including roadmap planning, configuration governance, release management, and platform evolution.
• Translate ServiceNow domain strategy into a platform roadmap, prioritising configuration changes, vendor releases, integrations, and technical improvements across ServiceNow.
• Provide direction to Product Owners and Analysts on what is delivered through platform configuration versus customisation, ensuring alignment with vendor best practice and enterprise architecture guidance.
• Act as the primary technical authority for ServiceNow platforms, ensuring solutions are compliant, secure, supportable, and aligned to enterprise and regulatory standards.
• Oversee vendor and system integrator relationships, managing delivery quality, roadmap alignment, release planning, and contractual obligations.
• Govern platform risk, controls, and compliance, embedding required controls (e.g. security, data protection, audit, payroll regulations) in partnership with Security, Risk, and Compliance SMEs.
• Coordinate platform changes across Product, Architecture, Data, Service Operations, and Change, ensuring operational readiness, documentation, and support models are in place prior to go-live.
• Act as an escalation point for platform stability, release issues, integration failures, and vendor-related risks, driving timely resolution and root cause remediation.
• Ensure effective integration management across ServiceNow, Identity, and downstream systems, working closely with Solution and Data Architects.
• Track and report platform performance KPIs (e.g. stability, release success, defect trends, audit findings, vendor performance), driving continuous improvement across the platform estate.
• Provide financial oversight of the domain, including product budgets and internal/external team resourcing costs, to inform strategic decision‑making and ensure alignment with GSK’s financial objectives.

Education & Professional Qualifications

Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience.

Industry certifications highly desirable (e.g. Agile Methodologies, CPM).

Job Experience

• Typically 18+ years’ experience in ServiceNow technology, platform management, or enterprise systems.
• Experience with AI capabilities in marketplace and ServiceNow Offerings to support GSK Enterprise Automation/AI strategy.
• Proven experience managing vendor-led platforms, including roadmap planning, configuration governance, and release management.
• Demonstrated experience overseeing complex ServiceNow systems in regulated environments, including audit, compliance, and data protection requirements.
• Experience coordinating cross-functional teams across Product, Architecture, Security, Data, Service Operations, and Change.
• Strong ability to explain technical and platform constraints to non-technical ServiceNow and business stakeholders.
• Experience managing platform dependencies, integrations, and third-party suppliers.
• Proven leadership experience managing small to medium technology teams or platform delivery functions.

Desirable Requirements

• End-to-end ServiceNow platform architecture ownership – Broad understanding of the ServiceNow ecosystem, ensuring coherent architecture decisions across ITSM, ITOM, ITAM, CSM, HR, and custom apps.
• GxP and Sox experience with risk and compliance to support platform audits.
• Governance of platform architecture board and design standards – Proven ability to run an architecture board, define guardrails and patterns, and enforce reuse, data model consistency, and integration standards across engineering teams.
• Upgrade strategy and technical stewardship for a mature platform – Experience planning and executing annual upgrades, managing breaking changes, deprecated features, and regression risk while maintaining high availability and performance.
• Platform reliability, observability, and performance engineering – Skilled in monitoring and tuning the instance (logs, metrics, error budgets), proactively addressing stability issues, and driving remediation of architectural/technical debt.
• Licensing, entitlement, and cost optimisation for ServiceNow – Strong grasp of licensing models, roles, and entitlements, able to guide product teams on usage patterns that maximise value while controlling cost and compliance exposure.

Preferred Skills

• Strong platform and commercial acumen, including vendor management and contract awareness.
• Excellent communication and influencing skills, able to align ServiceNow, Finance, and Technology stakeholders.
• Strong analytical mindset, able to assess platform risks, dependencies, and trade-offs.
• Comfortable operating within structured governance, security, and regulatory environments.
• Ability to challenge requirements constructively to protect platform integrity and long-term viability.

#AGTech Skills

• Agile Methodology
• Cross-Functional Teamwork
• Data Analysis
• Design Thinking
• DevOps
• Enterprise Application Architecture
• Executive Communications
• Information Governance
• Leadership Planning
• Prioritization
• Product Development Research
• Product Roadmapping
• Project Management
• Return on Investment (ROI)
• Service Delivery Platforms
• Software Development
• Strategy Deployment
• User Experience (UX)
• User Interface (UI) Design

Why GSK?

Uniting science, technology and talent to get ahead of disease together. GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases – to impact health at scale. People and patients around the world count on the medicines and vaccines we make, so we’re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.

Inclusion at GSK: As an employer committed to Inclusion, we encourage you to reach out if you need any adjustments during the recruitment process. Please contact our Recruitment Team at [e-mail] to discuss your needs.

We are a global biopharma company with a special purpose – to unite science, technology and talent to get ahead of disease together – so we can positively impact the health of billions of people and deliver stronger, more sustainable shareholder returns – as an organisation where people can thrive. Getting ahead means preventing disease as well as treating it, and we aim to impact the health of 2.5 billion people around the world in the next 10 years. Our success absolutely depends on our people. While getting ahead of disease together is about our ambition for patients and shareholders, it’s also about making GSK a place where people can thrive. We want GSK to be a place where people feel inspired, encouraged and challenged to be the best they can be. A place where they can be themselves – feeling welcome, valued and included. Where they can keep growing and look after their wellbeing. So, if you share our ambition, join us at this exciting moment in our journey to get Ahead Together. Find out more on our career site.