Senior Director - Servicenow Platform & Enterprise Tools

Job description

Job Purpose The Senior Director, ServiceNow Platform & Enterprise Tools defines and owns the vision, strategy, and multi-year roadmap for GSK’s enterprise productivity technology ecosystem, including ServiceNow, Atlassian, Automation Engineering, Workflow/Case Management, and enterprise service delivery platforms. The role ensures these platforms drive operational excellence, frictionless digital experiences, and scalable enterprise services across all business units. They oversee end-to-end product lifecycle management, leading Product Managers, Product Owners, Architects, and Analysts to deliver secure, resilient, and automated enterprise workflows. As the senior point of accountability for productivity platforms, the Senior Director governs platform demand, prioritization, service experience, financial stewardship, and vendor strategy. They drive enterprise-wide digital service transformation by enabling automation, standardization, and workflow orchestration across GSK. Operating at global scale, the role ensures ServiceNow Platform & Enterprise Tools are reliable, modern, user-centered, compliant, and capable of supporting efficient operations across HR, Supply Chain, Tech, Finance, and corporate functions. Key Responsibilities • Define and own the ServiceNow Platform & Enterprise Tools vision, strategy, and multi-year roadmap, aligning enterprise workflow optimization, service automation, and employee experience goals with business priorities and technology standards. • Apply product and platform management discipline, overseeing lifecycle management of ServiceNow, Atlassian, Automation platforms, and related productivity technologies. • Lead prioritisation and business case development, using value frameworks based on efficiency, automation ROI, experience uplift, service quality, operational resilience, and enterprise scalability. • Direct and support Product Managers and Product Owners, ensuring requirements are translated into secure, policy-compliant, re-usable, and experience-centred solutions across productivity platforms. • Own the ServiceNow Platform & Enterprise Tools budget and financial model, ensuring cost optimisation, FinOps alignment, licence optimisation, platform usage efficiency, and ROI from enterprise platforms and vendors. • Oversee delivery of major enterprise programmes, such as service digitisation, workflow automation, cross-functional service portal enhancements, case management redesign, ITSM/ITOM/ESM uplift, knowledge management, and employee experience transformation. • Govern enterprise platform and vendor strategy for ServiceNow, Atlassian, automation tooling, and orchestration technologies, including build/buy/partner choices, vendor SLAs, platform guardrails, and sourcing decisions. • Establish and track domain OKRs and platform KPIs, such as automation rate, request fulfilment cycle time, CSAT/NPS for digital services, workflow throughput, backlog health, service stability, and platform adoption. • Drive innovation by identifying opportunities for AI-enabled automation, generative assistant capabilities, process orchestration improvements, no-code/low-code enablement, and cross-platform integration. • Ensure strong governance, compliance, and security-by-design across productivity platforms, including adherence to ITSM/ITOM policies, data protection, access controls, regulatory obligations, and change approval processes. • Develop domain capabilities by building skills in areas such as workflow design, automation engineering, service experience, platform configuration, observability, catalogue/service modelling, and scaled agile delivery. • Collaborate with cross-functional teams to identify experience gaps, define integration needs, and continuously optimise the orchestration layer to support evolving people services and technologies. • Drive a seamless, end-to-end user experience by designing and managing the orchestration layer that connects people, processes, and technology across the workplace ecosystem. Experience and Skills Required: • Overall 18+ years of experience with typically 12+ years in digital platforms, enterprise service management, automation engineering, or product leadership roles. • Proven ability to define and execute enterprise platform strategies (ServiceNow, Atlassian, workflow, or automation platforms). • Demonstrated leadership overseeing Product Managers, Product Owners, platform architects, and operational teams in large global environments. • Experience delivering large-scale service automation, workflow digitization, ITSM/ITOM/ESM uplift, or platform modernization programmes. • Track record managing vendor and sourcing strategies involving SaaS platforms, implementation partners, and managed service providers. • Experience governing complex enterprise platforms with strong regulatory, security, and continuity requirements. • Strong financial acumen with experience managing large platform budgets, SaaS contracts, and value-realisation frameworks. • Experience building domain capabilities and maturing platform governance, standards, and operating models. • Strong service-experience mindset, focusing on simplification, ease of use, and user-centred workflows. • Ability to challenge and influence senior stakeholders to adopt standardised, automated, enterprise workflows. • Strong analytical skills to evaluate automation opportunities, workflow performance, and service experience metrics. • Skilled in operating within governance, risk, security, change management, and platform lifecycle controls. • Familiarity with systems observability, including monitoring, telemetry, and performance analytics. • Ability to translate operational pain points into