Service Now Hub Lead

Chubb Ltd.; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Chubb India is seeking a ServiceNow Hub Lead to guide and manage the global ServiceNow platform, based in India, overseeing platform strategy, development, operations and team leadership.

The role owns the platform vision and roadmap, transformation P&L, and builds a high-performing team spanning Platform Engineering, Development Delivery, Platform Operations and Engagement across India, LATAM and NA.

Responsibilities

• Own the ServiceNow platform vision, strategy and multi-year roadmap, aligning Hub delivery with Chubb's Global IT transformation objectives (DC 2.0, AI-driven automation, AIOps, digitalisation).
• Hold end-to-end accountability for the ServiceNow transformation P&L, including budget planning, cost control and OPEX optimisation targets.
• Lead and develop the global ServiceNow organisation across Platform Architecture/Engineering, Development Delivery, Platform Operations and Delivery & Engagement, fostering a high-performance, collaborative culture across India, LATAM and NA.
• Act as the primary point of contact for senior stakeholders, global and regional business and IT leaders and engineering centre leadership, ensuring transparent reporting on delivery, risk and progress.
• Manage relationships with external delivery partners and vendors supporting the ServiceNow transformation, ensuring contracted scope, quality and cost commitments are met.
• Drive the phased transition roadmap from current state to target operating model, ensuring continuity of service throughout migration, hiring and onboarding.
• Ensure platform governance, data integrity (including CMDB/Discovery) and ITSM process adherence across the platform, in line with Chubb's risk, security and compliance requirements.
• Champion the adoption of AIOps and AI capabilities (e.g. ServiceNow AIOps) across the platform, working with the AIOps Engineer and Platform Engineering pillar to identify and prioritise use cases.
• Establish OKRs, service levels and performance metrics for the Hub, conducting regular reviews with stakeholders and driving continuous improvement.

Job description

About Chubb

Chubb is a world leader in insurance. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is defined by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength and local operations globally. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb employs approximately 40,000 people worldwide. Additional information can be found at: http://www.chubb.com/

About Chubb India

At Chubb India, we are on an exciting journey of digital transformation driven by a commitment to engineering excellence and analytics. With a team of over 2500 talented professionals, we foster a startup mindset that promotes collaboration, diverse perspectives, and a solution driven attitude. We are dedicated to building expertise in engineering, analytics, and automation, empowering our teams to excel in a dynamic digital landscape. We offer an environment where you will be part of an organization that is dedicated to solving real-world challenges in the insurance industry. Together, we will work to shape the future through innovation and continuous learning.

Position Details:

Job Title: ServiceNow Hub Lead

Function/Department: Infrastructure

Location: Hyderabad/Bangalore

Employment Type: Full-time

Position Overview:

We are looking for a ServiceNow Hub Lead to lead and manage Chubb's global ServiceNow platform, based in India, overseeing platform strategy, development, operations and team leadership.

The ServiceNow Hub Lead is accountable for the overall leadership, delivery quality and financial performance of the ServiceNow Platform. The role owns the platform vision and roadmap, holds transformation P&L ownership, and builds and leads a high-performing, multi-location team spanning Platform Engineering, Development Delivery, Platform Operations and Business Engagement. The ServiceNow Hub Lead is the single point of accountability for ServiceNow globally, engaging with global, regional and local stakeholder, Infrastructure leadership, and external vendors to ensure the platform underpins Chubb's broader IT transformation, including AI-driven automation and AIOps adoption.

Key Responsibilities:

• Own the ServiceNow platform vision, strategy and multi-year roadmap, aligning Hub delivery with Chubb's Global IT transformation objectives (DC 2.0, AI-driven automation, AIOps, digitalisation).

• Hold end-to-end accountability for the ServiceNow transformation P&L, including budget planning, cost control and OPEX optimisation targets.

• Lead and develop the global ServiceNow organisation across Platform Architecture/Engineering, Development Delivery, Platform Operations and Delivery & Engagement, fostering a high-performance, collaborative culture across India, LATAM and NA.

• Act as the primary point of contact for senior stakeholders, global and regional business and IT leaders and engineering centre leadership, ensuring transparent reporting on delivery, risk and progress.

• Manage relationships with external delivery partners and vendors supporting the ServiceNow transformation, ensuring contracted scope, quality and cost commitments are met.

• Drive the phased transition roadmap from current state to target operating model, ensuring continuity of service throughout migration, hiring and onboarding.

• Ensure platform governance, data integrity (including CMDB/Discovery) and ITSM process adherence across the platform, in line with Chubb's risk, security and compliance requirements.

• Champion the adoption of AIOps and AI capabilities (e.g. ServiceNow AIOps) across the platform, working with the AIOps Engineer and Platform Engineering pillar to identify and prioritise use cases.

• Establish OKRs, service levels and performance metrics for the Hub, conducting regular reviews with stakeholders and driving continuous improvement.

Represent the ServiceNow function in Global Infrastructure leadership forums and contribute to wider technology strategy discussions.