ServiceNow Strategy Lead: Digital Transformation

NU USA Northeastern University; Boston (MA); Hybrid; USD 157,000 - 228,000; Full time

Benefits offered by this job

Medical

Vision

Dental

Paid time off

Tuition assistance

Wellness & life

Retirement

Commuting & transportation

Job summary

Northeastern University in Boston seeks a ServiceNow Product Lead to own strategy, design, and execution of ServiceNow across ITSM, CSM, HAM/SAM, SPM and IRM. You will drive digital transformation, manage vendor relationships, and lead cross‑functional teams to deliver measurable business value.

The role requires deep ServiceNow expertise, program management, and the ability to balance innovation with security and compliance.

Qualifications

• Minimum of 10 years in IT with at least five years in a leadership role managing enterprise applications.
• Proven track record leading digital transformation and large IT projects.
• Extensive experience with the ServiceNow platform and multiple modules (ITSM, CSM, HAM/SAM, SPM or IRM).
• Experience with ServiceNow portals, AI chat or virtual agent capabilities, and workflow automation.

Responsibilities

• Strategic leadership: Develop and implement a comprehensive ServiceNow strategy aligned with business goals and maintain roadmap awareness.
• Leadership of digital transformation: Oversee ongoing platform initiatives across ITSM, CSM, HAM/SAM, SPM and IRM.
• Team leadership: Guide and develop a high-performance IT team supporting ServiceNow.
• Business engagement: Build relationships with business leaders to extract value from the platform and measure satisfaction.
• Portfolio management: Oversee ServiceNow portfolio across multiple domains, prioritizing initiatives by ROI and risk.
• Operational excellence: Ensure reliability, security, and performance of the platform and its automation capabilities.

Skills

ServiceNow platform expertise

Digital transformation leadership

Vendor and stakeholder management

Project management

Cross-functional collaboration

Strong communication

Tools

ServiceNow

Job description

Northeastern University in Boston seeks a ServiceNow Product Lead to own strategy, design, and execution of ServiceNow across ITSM, CSM, HAM/SAM, SPM and IRM. You will drive digital transformation, manage vendor relationships, and lead cross‑functional teams to deliver measurable business value.

The role requires deep ServiceNow expertise, program management, and the ability to balance innovation with security and compliance.