Director of IT Systems - ServiceNow Platform at NWN Carousel · Exeter

Company Overview

NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Responsibilities

This role of Director of IT Sytems leads a team responsible for the NWN ServiceNow platform. The team is responsible for ServiceNow platform operations and support, and ongoing enhancements and new capability implementations for business optimization and workflow automation. This is a management role leveraging software development and implementation experience. The ServiceNow platform is used to deliver and manage customer-facing services while also supporting internal service operations across more than 15 teams. While the platform primarily supports internal team users responsible for managing services delivered to customers, it is also leveraged to provide customer users with access to platform capabilities which help them manage their services, view relevant information, and engage with supported service workflows.

• Manage ServiceNow platform operations, platform support, ongoing enhancements, and new capability implementations for business optimization and workflow automation.
• Collaborate with executive stakeholders to define platform strategy, including strategic visioning, roadmap planning, and prioritization.
• Translate platform strategy into actionable delivery plans that align with business goals and platform standards and manage the execution.
• Manage the implementation of new capabilities on ServiceNow, leveraging platform native solutions when feasible and building custom solutions when necessary.
• Manage and enforce platform governance frameworks, including design authority, change control, and development standards.
• Lead the team in following SDLC process using Agile methodology, and implement policies and procedures related to design, analysis, testing, and coding for implementations on the platform.
• Ensure adherence to security compliance, including data governance and role-based access controls
• Own and lead platform performance and service outcomes, defining and monitoring KPIs (e.g., availability, reliability, and service delivery) and driving continuous improvement.
• Build, lead and develop a high-performing team, including performance management and career development.
• Oversee resource planning and capacity management to balance operations with strategic platform initiatives
• Recommend technical and business process improvements
• Create sustainable systems and services through automation

Qualifications

• Bachelor’s degree (or equivalent) in computer science or related discipline
• 10+ years Experience in systems applications; programming and/or managing
• 5 years Experience building solutions using Agile methods
• Experience building enterprise solutions following a SDLC
• 8+ years supervisory experience required
• Experience managing a team of developers
• Ability to translate strategic vision into tactical plans to achieve desired outcomes
• Ability to plan and manage work backlog using Agile methods, including platform operations, platform support, ongoing enhancements, and new capability implementations.
• Ability to lead a team and drive business outcomes
• Ability to elicit requirements (user/stakeholder, business, functional) from business needs presented
• Proactive approach to identifying problems, performance bottlenecks, and areas for improvement
• Ability and desire to skill up on new technology and capabilities
• Excellent written and verbal communication skills
• Experience with ServiceNow and Power BI
• Ability to establish and enforce platform governance, including design authority, change control, development standards, security compliance, and role-based access controls
• Ability to manage team capacity, resource planning, performance expectations, career development, and continuous improvement across operational and strategic platform initiatives
• Demonstrated comfort with adopting emerging AI tools and technologies to optimize processes, improve collaboration, and drive operational effectiveness.

Remote: Job duties are performed from the employee’s home home or another approved remote location. Remote employees are expected to maintain productivity, communication, and availability during agreed-upon working hours, in alignment with company policies.

Requires Travel - Yes

At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.

NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.