Wells Fargo ServiceNow ITSM Delivery Director 

United States, Texas, Irving 

376879710

About this role:

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In this Role you will:

• Build and manage a team of 50+ developers, responsible for delivery on the ServiceNow Platform while adhering to best standards and practices

• Establish and maintain standards and practices for ServiceNow development, within the overall platform model

• Participate in the technical evaluation of demands against ServiceNow module features, platform capabilities, best practices, and the roadmap.

• Direct team on prototyping and accelerating time from design to deployment.

• Actively partner with enterprise architecture and other internal stakeholders to align standards, frameworks, and policies.

• Provide expertise and consultation relating to the platform roadmap for features and capabilities to maximize platform value and build a sustainable platform.

• Manage ITSM processes, IT service management, demand intake, prioritization, and delivery with respect to ServiceNow.

• Partner with stakeholders including ES service owners and BU teams to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification.

• Ensure that all solutions developed are fit for purpose, in alignment with best practices using Agile principles., prioritizing use of out-of-the-box functionality and are built with enterprise scale in mind.

• Drive proactive upgrades, maintenance and enhancements to platform and ensure availability for employees accessing information and using the case management functionality

• Influence key stakeholders (CIOs and customer service) on key platform changes and enhancements.

• Provide creative solutions to improve quality and efficiency of ServiceNow platform and harmonize processes while balancing customization with standardized solutions.

• Keep the business informed of upgrade opportunities from ServiceNow as they become available from the vendor, effectively translating technical functionality into business solutions.

• Integrate emerging ServiceNow capabilities into the platform roadmap in a way that drives benefits for Well Fargo.

Required Qualifications:

• 8+ years of Technology Strategic Leadership experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 4+ years of management or leadership experience

Desired Qualifications:

• Experience driving ServiceNow platform roadmap with specific experience related to ITSM, CMDB, Service Catalogs, Knowledge Management or other SaaS products supporting CRM

• 5 or more years of experience in managing processes, applications, or systems in a Financial Services environment or relevant related industries.

• 3 or more years of leadership experience with ServiceNow or similar enterprise SaaS platform oversight.

• 7 or more years of experience in managing processes, applications, or systems in an integrated financial services delivery system or relevant related industries

• Understanding and experience implementing and supporting the IT Operations Management capabilities of ServiceNow, including integrations, workflows, and service catalogs.

• Communicate regularly with senior leadership within Enterprise Services, the BUs and functional stakeholders

• Influence key stakeholders (CIOs and customer service) on key platform changes and enhancements.

Job Expectations:

• Be Humble: You're smart yet always interested in learning from others

• Work Transparently : You always deal in an honest, direct, and transparent way.

• Take Ownership : You embrace responsibility and find joy in having the answers

• Learn More: You regularly self-educate and improve your skill set.

• Show Gratitude: You show appreciation and respect to those you work with.

The pay range for this role is between $207,900 to $431,900.00 depending on experience and expertise.

27 Apr 2025

Wells Fargo Recruitment and Hiring Requirements:

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.