ServiceNow Lead

Location: Singapore

Role Overview

We are looking for an experienced ServiceNow Lead to provide technical leadership, platform governance, solution design, and product direction for an enterprise ServiceNow environment.

The successful candidate will act as a key technical and functional advisor, working closely with business stakeholders, technology teams, implementation partners, and service providers to ensure the platform remains scalable, secure, reliable, and aligned with business objectives.

This role will oversee both project delivery and BAU operations, while driving continuous improvement, automation, and adoption of new ServiceNow capabilities.

Key Responsibilities

• Technical Leadership: Provide technical direction across ServiceNow initiatives and ensure solutions are delivered in line with enterprise standards and best practices.
• Solution Design: Translate business requirements into scalable ServiceNow solutions and define appropriate technical architectures.
• Platform Strategy & Governance: Own platform strategy, technical governance, CMDB/data management, security controls, and overall platform health.
• Product Management: Define the ServiceNow product roadmap, priorities, release strategy, and backlog while engaging key business stakeholders.
• Service Delivery & Operations: Oversee BAU operations and external service providers, ensuring effective delivery, SLA performance, and platform reliability.
• AI & Automation: Identify opportunities to leverage ServiceNow AI, workflow automation, and other platform capabilities to improve efficiency and user experience.
• Integration Management: Oversee integrations between ServiceNow and other enterprise applications to ensure reliable data flow and interoperability.
• Stakeholder & Vendor Management: Partner with business, technology teams, and external vendors to understand requirements and deliver effective solutions.
• Team Leadership: Guide, mentor, and support ServiceNow technical teams while promoting continuous learning and improvement.
• Operational Excellence: Drive continuous service improvement, proactive issue prevention, platform performance, and overall operational efficiency.

Required Skills & Experience

• Strong knowledge of ServiceNow architecture, applications, and modules, particularly areas such as ITSM, ITOM, ITAM, and SPM.
• Proven experience managing ServiceNow integrations with other enterprise systems.
• Strong technical leadership experience across multiple ServiceNow projects or engagements.
• Experience with ServiceNow product ownership, including roadmap planning, backlog management, and release planning.
• Knowledge of ServiceNow AI and automation capabilities.
• Strong understanding of CMDB governance, data integrity, platform security, and operational excellence.
• Excellent stakeholder and vendor management skills, with the ability to translate business requirements into scalable technical solutions.
• Strong analytical, organisational, and problem-solving capabilities.
• Flexibility to provide support outside standard working hours when required.

Experience

• Minimum 7 years of ServiceNow implementation experience, preferably within complex enterprise environments.
• Experience leading technical teams and managing multiple initiatives simultaneously.

Qualifications & Certifications

• Bachelor's degree in Computer Science, Information Systems, or a related discipline.
• ServiceNow Certified System Administrator (CSA) – Mandatory
• CIS certifications such as ITSM, Discovery, or Service Mapping – Preferred
• ITIL Foundation – Mandatory
• Cloud certification or practitioner-level knowledge – Desirable
• Agile/Scrum certification – Desirable