ServiceNow Transformation Leader

Key Job Responsibilities

A visionary leader is needed to spearhead the ServiceNow journey for MIT Lincoln Laboratory. This position offers a unique opportunity to take charge of a transformative initiative, building on the success of our Information Technology Service Management (ITSM) module implementation.

The ideal candidate will drive innovation and create exceptional employee experiences by leading and guiding cross-functional teams, engaging stakeholders at all levels, and ensuring the successful delivery of results—on time, within scope, and with measurable impact. Primary Duties

• Lead, manage and contribute to building a team of ServiceNow Professionals ensuring clear role expectations, performance standards, and professional growth. Foster continuous improvement by facilitating regular team retrospectives and providing actionable feedback.
• Oversee all aspects of scoping, design, implementation, user training, and value realization for ServiceNow platform initiatives and projects. Ensure that project delivery aligns with defined goals, quality standards, and timelines.
• Act as a key liaison between technical teams, business stakeholders, and leadership. Effectively communicate project status, risks, and outcomes to stakeholders.
• Develop, enhance, and oversee an effective platform governance framework, including processes for demand management, roadmap planning, and prioritization. Ensure alignment with business goals while continuously assessing and improving the quality of platform delivery and outcomes.
• Evaluate and assess new platform features and their benefits, ensuring alignment with business objectives. Translate these features into actionable initiatives by managing roadmap priorities and delivering corresponding technical, process, and Organizational Change Management (OCM) outcomes.
• Collaborate with process Owners/Managers to prioritize requirements and manage the product backlog. Translate business needs into actionable tasks for development teams. Additional Key Responsibilities
• Manage team/project resources, monitor utilization, and ensure optimal team alignment.
• Proactively identify project risks and develop mitigation strategies. Apply problem-solving techniques to resolve project/personnel issues swiftly.
• Drive retrospectives and continuously refine delivery processes to ensure efficiency and effectiveness.
• Have extensive knowledge of the ServiceNow platform and advocate for best practices in ITSM, CMDB, HRSD, and related modules.

This position reports directly to the Enterprise Technology and Tools Sector Manager.

Excellent communication and leadership skills are required to influence across all levels. The ideal candidate will be able to inspire and guide cross-functional teams, engage stakeholders at all levels, and ensure the successful delivery of results—on time, within scope, and with measurable impact.