ServiceNow Platform Ops Lead

The ServiceNow Platform Ops Lead is accountable for the stability, security and performance of the ServiceNow platform, including the quality and governance of the CMDB and the integrity of platform access management. The role owns instance health, incident and problem management, upgrades, security patching and release management, ensuring the platform meets Chubb's operational resilience and ITSM process standards. The role is also accountable for CMDB management, including data quality and accuracy, Discovery configuration, service mapping and CI lifecycle governance, as well as for ServiceNow access management, including access roles, access control and the certification process required for audit and SOX compliance. As Deputy to the ServiceNow Hub Lead, the role provides both operational and people leadership for the Hub, leading and developing the Platform Ops team and deputising on operational and stakeholder matters as required.

Key Responsibilities:

- Provide leadership and line management for the Platform Ops team, including performance management, coaching and development of team members.
- Act as Deputy to the ServiceNow Hub Lead, providing operational leadership and stakeholder continuity in the Hub Lead's absence.
- Own overall instance health, monitoring platform performance, availability and stability across production and non-production environments.
- Lead incident, problem and change management for the ServiceNow platform, ensuring timely resolution and root-cause analysis of platform issues.
- Plan and execute ServiceNow upgrades, patches and security updates, minimising disruption to business operations.
- Own release and change management processes for the platform, including release scheduling, risk assessment and change approval governance.
- Ensure ServiceNow ITSM process adherence across the Hub, working with Platform Administrators and CMDB/Discovery teams to maintain data quality and process compliance.
- Own CMDB management for the Hub, including data quality and accuracy, Discovery configuration, service mapping and CI lifecycle governance.
- Contribute to the CMDB roadmap, in collaboration with the ServiceNow Hub Lead, ensuring platform operations priorities are reflected in future CMDB development.
- Own ServiceNow access management for the Hub, including access roles, access control and the certification process required for audit and SOX compliance.
- Report CMDB governance and wider ITSM/ITIL process KPIs to IT management stakeholders, tracking progress against agreed targets.
- Collaborate with security and compliance teams to ensure the platform meets relevant regulatory and internal policy requirements.
- Support disaster recovery and business continuity planning for the ServiceNow platform, including regular testing of failover and recovery procedures.
- Partner with the Development Delivery pillar to ensure operational readiness of new capabilities before release to production.
- Support periodic governance meetings with the managed service partner (e.g. EY), tracking outstanding service delivery issues and driving them to resolution.
- Provide operational metrics and reporting to the ServiceNow Hub Lead and wider stakeholders on platform health, incidents and release performance.

Requirements:

The ServiceNow Platform Ops Lead should have a bachelor's or master's degree in Computer Science, Information Technology or a related field.

- Proven people leadership experience (10+ years), with the ability to lead and develop a team, deputise for senior stakeholders and manage escalations independently.
- Proven experience (10+ years) in ServiceNow platform administration and operations, including incident, problem, change and release management.
- Strong understanding of ITSM processes and ServiceNow ITIL-aligned modules.
- Experience managing platform upgrades, security patching and instance health in an enterprise environment.
- Experience with CMDB management, including data quality/accuracy, Discovery configuration, service mapping and CI lifecycle governance, is highly desirable.
- Experience with ServiceNow access management, including access roles, access control and audit/SOX certification processes, is highly desirable.
- Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
- Good communication skills, able to work effectively with distributed teams across India, LATAM and NA.
- ServiceNow certification (e.g. Certified System Administrator) and/or ITIL certification preferred.
- Fluent in English.