ServiceNow Director - Director Digital Solutions I
Ecolab Global Services is designed to help Ecolab achieve its goal to make the world cleaner, safer and healthier – protecting people and vital resources – by developing new digital capabilities to leverage across its global operations. Teams at the Ecolab Global Services will work collaboratively with Ecolab IT & Commercial Digital Solutions associates around the world on cutting edge digital innovation to accelerate growth around key initiatives in analytics, application development and digital development.
Job Overview
The Director of ServiceNow Architecture, Engineering & Delivery is responsible for maturing the enterprise ServiceNow platform across technology delivery, technical foundation, experience, and AI. This role provides leadership for a global ServiceNow organization supporting enterprise workflows and experiences and is accountable for advancing platform governance, engineering standards, delivery predictability, technical quality, platform health, and AI-enabled development in alignment with business, risk, security, and compliance requirements.
The role combines strategic direction, technology delivery accountability, organizational leadership, and program execution. The Director will lead and develop a globally distributed engineering and delivery organization while driving transformation initiatives such as SDLC modernization, architecture and integration governance, automated testing, CI/CD, technical-debt reduction, Employee Center Pro delivery, Now Assist and AI-agent adoption, platform reliability, and partner delivery performance.
Requirements:
Job Title: Director Digital Solutions I
Location: Bangalore
Key Responsibilities
Lead architecture and engineering
- Establish and enforce ServiceNow architecture and engineering standards within enterprise architecture, security, data, integration and UX frameworks.
- Set clear direction for workflow design, integration patterns, configuration versus customization, reusable components and technical-debt reduction.
- Own platform engineering health, including performance, scalability, security, observability, resilience, upgrade readiness and instance hygiene.
- Chair the Platform Architecture Review Board and represent ServiceNow in cross-platform architecture forums.
Own technology delivery
- Lead the global architecture, engineering, integration, quality and delivery organization, with scaled execution anchored in India.
- Own delivery performance across ServiceNow programs and product teams, including planning, estimation, dependencies, risk, quality and release readiness.
- Create a predictable SDLC across intake, development, testing, security, deployment, change control and rollback readiness.
- Advance enterprise-aligned engineering practices, including Azure DevOps, CI/CD, automated testing and shift-left security.
Apply AI across the platform and SDLC
- Translate platform and enterprise AI direction into practical ServiceNow architecture, engineering patterns and delivery plans.
- Lead the implementation of Now Assist, AI agents and integrations with the enterprise AI Agent Fabric.
- Use AI to improve story development, code generation and review, automated testing, documentation, upgrade analysis and release execution.
- Build real AI capability across the team rather than treating AI as a separate initiative.
Deliver an experience-led platform
- Own the engineering and delivery of the company intranet built on Employee Center Pro.
- Ensuring content, knowledge, workflows and services come together as a consistent and effective employee experience.
- Partner with central UX teams and the Associate Experience UX Council to meet established design, accessibility and usability standards.
Build a high-performing global team
- Develop the team we have, strengthen engineering-management depth and create clear growth and succession opportunities.
- Build a culture of accountability, collaboration, technical excellence, and continuous improvement.
- Own workforce and capacity planning across architecture, engineering, integration, QA, DevOps and delivery management.
- Determine the right mix of employees, contingent resources, and strategic partners as the platform scales.
Govern partners and measure outcomes
- Hold implementation partners and contingent teams accountable for architecture, engineering, UX, security, quality and release standards.
- Evaluate partner performance, productivity, knowledge transfer and adherence to agreed outcomes.
- Establish an engineering scorecard covering delivery predictability, lead time, test automation, escaped defects, release quality, platform reliability, technical debt and productivity.
- Connect engineering improvements to automation, adoption, user experience, cycle-time reduction and cost-to-serve.
Qualifications
- 15+ years of progressive experience in enterprise technology, software engineering, platform delivery or architecture.
- 8+ years of deep ServiceNow experience across architecture, development, platform engineering and governance. Candidates with broader enterprise-platform leadership and at least 6 years of strong ServiceNow experience may also be considered.
- 7+ years of people-leadership experience, including leading engineering managers, architects and globally distributed teams.
- 5+ years leading large-scale engineering or delivery transformation, with measurable improvement in SDLC maturity, release automation, quality and delivery predictability.
- Demonstrated success leading a sizable global engineering and delivery organization, including teams operating through global delivery centers.
- Strong experience establishing architecture and engineering standards and ensuring internal teams and partners consistently follow them.
- Strong knowledge of ServiceNow ITSM, CSM, HRSD, Employee Center Pro, Service Portal and enterprise workflow applications.
- Hands-on experience with Now Assist, AI-agent design and the practical use of AI across engineering, testing, documentation and release processes.
- 5+ years of integration architecture experience across APIs, webhooks, event-driven patterns, ERP systems, cloud platforms, monitoring and telemetry.
- Experience leading architecture, change and release-governance forums and partnering with enterprise architecture, cybersecurity, UX and peer platform teams.
- Experience governing systems-integrator and staff-augmentation partners across quality, productivity, standards of compliance and knowledge transfer.
- Strong understanding of governance, risk, compliance, and operational controls in an enterprise environment.
- Proven ability to develop talent, build successors, strengthen leadership depth, and retain high-performing teams.
Nice to Have
- Experience with ServiceNow workflow applications such as Accounts Payable Operations, Manufacturing Commercial Operations and Source-to-Pay Operations.
- Experience integrating ServiceNow with SAP or other enterprise ERP platforms.
- Experience leading multiple ServiceNow product and program teams within a shared enterprise platform model.
- ServiceNow certifications are strongly preferred; ITIL, cloud, architecture or automation certifications are a plus.
