ServiceNow ITSM Delivery Director

About this role:

Wells Fargo is an impact-driven, Fortune Top 50 company that touches virtually every aspect of Financial Services. We are known for delivering insights, high quality products, and services that make Banking more accessible and understandable. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of Financial Services for our internal and external clients, our communities, and our people. If you want to be part of tomorrow's Financial Services today, we want to hear from you.

The Director of ServiceNow Platform & Strategy is responsible for the development, maintenance, and continuous improvement of the ServiceNow platform and environment. This leadership role is accountable for the delivery of Service Now transformation and related operations used to enable business capabilities and services across Wells Fargo's enterprise. Leveraging platform capabilities, business insights and strong stakeholder relationships, the ServiceNow Platform Leader will make recommendations to enhance the overall service delivery experience.

This Director brings current knowledge and future state vision for transforming the platform and environment including its strategy, processes, and workforce. This Leader will manage, coordinate and coach team members and partner with stakeholders at all levels of the organization to identify areas of opportunity within RTX, implementing a solution to drive enterprise synergies and company-wide simplification.

In this Role you will:

• Build and manage a team of 50+ developers, responsible for delivery on the ServiceNow Platform while adhering to best standards and practices
• Establish and maintain standards and practices for ServiceNow development, within the overall platform model
• Participate in the technical evaluation of demands against ServiceNow module features, platform capabilities, best practices, and the roadmap.
• Direct team on prototyping and accelerating time from design to deployment.
• Actively partner with enterprise architecture and other internal stakeholders to align standards, frameworks, and policies.
• Provide expertise and consultation relating to the platform roadmap for features and capabilities to maximize platform value and build a sustainable platform.
• Manage ITSM processes, IT service management, demand intake, prioritization, and delivery with respect to ServiceNow.
• Partner with stakeholders including ES service owners and BU teams to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification.
• Ensure that all solutions developed are fit for purpose, in alignment with best practices using Agile principles., prioritizing use of out-of-the-box functionality and are built with enterprise scale in mind.
• Drive proactive upgrades, maintenance and enhancements to platform and ensure availability for employees accessing information and using the case management functionality
• Influence key stakeholders (CIOs and customer service) on key platform changes and enhancements.
• Provide creative solutions to improve quality and efficiency of ServiceNow platform and harmonize processes while balancing customization with standardized solutions.
• Keep the business informed of upgrade opportunities from ServiceNow as they become available from the vendor, effectively translating technical functionality into business solutions.
• Integrate emerging ServiceNow capabilities into the platform roadmap in a way that drives benefits for Well Fargo.

Required Qualifications:

• 8+ years of Technology Strategic Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of management or leadership experience

Desired Qualifications:

• Experience driving ServiceNow platform roadmap with specific experience related to ITSM, CMDB, Service Catalogs, Knowledge Management or other SaaS products supporting CRM
• 5 or more years of experience in managing processes, applications, or systems in a Financial Services environment or relevant related industries.
• 3 or more years of leadership experience with ServiceNow or similar enterprise SaaS platform oversight.
• 7 or more years of experience in managing processes, applications, or systems in an integrated financial services delivery system or relevant related industries
• Understanding and experience implementing and supporting the IT Operations Management capabilities of ServiceNow, including integrations, workflows, and service catalogs.
• Communicate regularly with senior leadership within Enterprise Services, the BUs and functional stakeholders
• Influence key stakeholders (CIOs and customer service) on key platform changes and enhancements.

Job Expectations:

• Be Humble: You're smart yet always interested in learning from others
• Work Transparently: You always deal in an honest, direct, and transparent way.
• Take Ownership: You embrace responsibility and find joy in having the answers
• Learn More: You regularly self-educate and improve your skill set.
• Show Gratitude: You show appreciation and respect to those you work with.

The pay range for this role is between $207,900 to $431,900.00 depending on experience and expertise.

Posting End Date:

27 Apr 2025
*Job posting may come down early due to volume of applicants.

We Value Diversity

At Wells Fargo, we believe in diversity, equity and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in US: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.