Director, ServiceNow Business Operations

California, United States
17 Dec 2020
End of advertisement period
15 Feb 2021
Contract Type
Full Time

University IT (UIT), part of the Business Affairs organization at Stanford University, is dedicated to delivering world-class service and technological solutions to advance research, teaching and learning, administration, and healthcare.

The Service Strategy organization within UIT seeks a talented leader to provide strategic leadership and direction for Stanford’s ServiceNow platform.

ServiceNow Business Ownership and Strategic Leadership

  • Lead ServiceNow governance group; collaborate campus-wide to understand the current and future needs of the Stanford community.
  • Develop and evolve the overall vision for Stanford’s ServiceNow platform, including a multi-year roadmap and integrations with other systems. 
  • Understand disparate business processes and systems, identify gaps or shortcomings in current automation of business processes, drive automation and workflow improvements.
  • Advise senior management on programmatic and policy development. May provide input to university leadership on institutional administrative policies and guideline.
  • Assess and create improvements to program effectiveness, including the vendor relationship; review trends, monitor and adapt proactively.

Operational Leadership

  • Direct a staff of 10 dedicated professionals, along with additional contracted resources, in the areas of ServiceNow Tier 2 production support, business analysis, service metrics and reporting.
  • Lead the development of project and resource plans to manage deliverables of business objectives, including timing, cost, and scope; prioritize requests to implement new requests and/or enhancements.
  • Opportunity to grow reliable, repeatable IT services by working closely with service and business owners to integrate service management practices supported by ServiceNow 
  • May act as project leader on large-scale projects.

People Management

  • Responsible for hiring and retaining staff, career coaching, professional development and accountable for the performance of direct reports.
  • Champion an environment that attracts, retains, and develops world-class staff.


  • To be successful in this position, we will be looking for:
  • A Bachelor’s degree and seven years of relevant experience or combination of education and relevant experience. Emphasis in computer science, management information systems, or related field of study preferred.
  • Forward thinker with leadership, supervisory, planning and change management skills.
  • Effective oral, written and presentation skills to communicate, establish constructive working relationships, persuade and influence decision-making, paired with active listening skills.
  • Advanced analytical and problem-solving skills.
  • Demonstrated commitment to customer service by solving problems quickly and effectively; making customer issues a priority.
  • Strong commitment to diversity and to serving the needs of a diverse population.

In addition, our preferred requirements include:

  • Experience managing and evolving ServiceNow or other enterprise-wide platform, including managing vendor relationships.
  • 10 years’ experience in an IT organization, with at least five years of experience as a senior program, product or service manager.
  • Experienced in in a complex, decentralized higher education or non-profit environment.
  • Strongly oriented toward collaboration with and through others, at all levels in the organization.
  • Understand the ITIL framework and how it aligns with and complements other frameworks such as Agile or other project management approaches.
  • Leads with an innovative and continuous improvement mindset; able to call on business sense and creativity to develop new ideas and solutions.

Certifications and Licenses:



  • Constantly perform desk-based computer tasks.
  • Frequently sitting.
  • Occasionally stand/walk, reach/work above shoulders, use a telephone, writing by hand, lift/carry/push/pull objects that weigh up to 10 pounds;
  • Rarely twist/bend/stoop/squat, sort/file paperwork or parts, lift/carry/push/pull objects that weigh 11-20 pounds.


  • Occasionally work evenings and weekends.


  • Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.
  • Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University’s Administrative Guide, 

Stanford University’s commitment to safely and effectively meet the public health challenge presented by COVID-19 extends to ensuring University employees may work from home, or another off-site location, where determined appropriate, whenever necessary through the end of June 2021. The department will give reasonable notice when employees are expected to return to work at the Redwood City campus.

Why Stanford is for You:

Stanford University has revolutionized the way we live and enrich the world. Supporting this mission is our diverse and dedicated 17,000 staff. We seek talent driven to impact the future of our legacy. Our culture and unique perks empower you with:

  • Freedom to grow. We offer career development programs, tuition reimbursement, or audit a course. Join a TedTalk, film screening, or listen to a renowned author or global leader speak.
  • A caring culture. We provide superb retirement plans, generous time-off, and family care resources.
  • A healthier you. Climb our rock wall, or choose from hundreds of health or fitness classes at our world-class exercise facilities. We also provide excellent health care benefits.
  • Discovery and fun. Stroll through historic sculptures, trails, and museums.
  • Enviable resources. Enjoy free commuter programs, ridesharing incentives, discounts and more.
  • Redwood City. Our new Stanford Redwood City campus, opened in 2019, will be the workplace for approximately 2,700 staff, including University IT, whose jobs are important to supporting the University’s mission. The campus will offer amenities such as onsite cafes and a dining pavilion, a high-end fitness facility with an outdoor pool, and a childcare center for Stanford families.

How to Apply:

We invite you to apply for this role by clicking on the “Apply for Job” button.

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

Additional Information

  • Schedule: Full-time
  • Job Code: 4143
  • Employee Status: Regular
  • Grade: M
  • Requisition ID: 88065

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