01Key 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.
15+ years of proven experience in ServiceNow platform leadership, IT operations and delivery management, including experience managing distributed and offshore teams.
Demonstrable track record of P&L or budget ownership within a technology function.
Strong leadership skills, with experience building and scaling teams across multiple locations and time zones.
Excellent stakeholder management and communication skills, able to engage effectively with senior management, regional business leaders and global technology functions.
Deep technical understanding of the ServiceNow platform, including ITSM, CMDB/Discovery, and
