Senior ServiceNow leader driving AI‑enabled ITSM, governance, and digital workplace automation to improve service efficiency, compliance, and employee experience across large enterprise environments.
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This role owns the ServiceNow AI and process governance agenda, leading the adoption, scaling, and control of AI‑enabled ITSM and digital workplace capabilities. The focus is on ServiceNow Now Assist, AI‑driven workflows, ITIL process governance, and Digital Employee Experience (DEX) within a large, regulated enterprise environment.
Key Responsibilities
ServiceNow AI & Automation Leadership
- Lead enterprise adoption of ServiceNow AI capabilities including Now Assist, agentic workflows, intelligent routing, and self‑service automation
- Identify, prioritise, and scale AI and automation use cases across Incident, Request, Problem, Change, Knowledge, and Service Operations
- Drive measurable improvements in ticket deflection, MTTR, first‑contact resolution, and automation coverage
ServiceNow Governance & Responsible AI
- Establish and run AI governance frameworks within ServiceNow, covering intake, risk assessment, approvals, lifecycle controls, and auditability
- Embed Responsible AI guardrails (security, privacy, explainability, human‑in‑the‑loop) into ServiceNow workflows and operating processes
- Monitor AI performance, outcomes, and operational risk across ITSM processes
ITSM & ITIL Process Governance (ServiceNow‑Led)
- Own ITIL process governance for Incident, Request, Problem, Change, Knowledge, CMDB, and SLM within ServiceNow
- Define process standards, policies, RACI, and controls embedded directly into ServiceNow workflows
- Analyse ITSM KPIs and drive continuous process and automation improvements
Digital Employee Experience (DEX)
- Drive ServiceNow‑aligned DEX strategy, governance, and reporting
- Use service and experience data to inform proactive service improvements
Stakeholder & Change Leadership
- Partner with CIO/CDO/CTO, Risk, Security, and Compliance stakeholders on ServiceNow AI initiatives
- Lead ServiceNow discovery workshops, solution design, and change management for AI adoption
- Collaborate with platform, architecture, and delivery teams to standardise ServiceNow AI patterns and avoid shadow IT
Required Experience & Qualifications
- Bachelor's degree in Information Systems, Computer Science, or equivalent
- 10+ years experience in IT, digital, or service management with 5+ years in leadership roles
- Strong hands‑on and governance experience with ServiceNow, including Now Assist and AI‑enabled ITSM automation
- Must have 5+ years experience in ServiceNow Administration.
- Deep background in ITSM / ITIL process design and governance
- Practical understanding of AI/ML, GenAI, data platforms, and model lifecycle management
- Proven ability to influence senior stakeholders and lead cross‑functional teams
Interest & Application
Prepare your updated resume and apply to this role. We'd love to hear from you!
We regret that only shortlisted candidates will be notified.
Aditi Jain | Personnel Registration No. R25129887
Adecco Personnel Pte Ltd | EA License No. 91C2918
Name: Aditi Jain
Direct Line: +65 6593 7693
EA License No: 91C2918
Personnel Registration Number: R25129887
