Director of ServiceNow Operations

The Director of ServiceNow Operations will provide operational support to CRI's Solutions Division ServiceNow Developers and oversees ServiceNow Project Management Office (PMO) group. This position will also provide guidance related to the overall people management within the ServiceNow Division.

Responsibilities

1. Leadership & Culture

• Cultivate a culture of trust, collaboration, and open communication within the team and across departments.
• Lead by example reflecting CRI's company principles of respect, honesty, open communication, and professional excellence with clear, transparent communication and consistent follow-through.
• Model ethical leadership by taking ownership of decisions, crediting team members appropriately, and maintaining fairness and transparency in all interactions.
• Foster a positive, inclusive team culture that emphasizes respect, collaboration, and employee development.
• Demonstrate emotional intelligence and the ability to build relationships with diverse stakeholders, including employees, senior leadership, and external partners.
• Actively mediate and resolve conflicts within the team, creating a supportive environment where all employees feel heard and valued.

1. Communication & Alignment

• Set and maintain clear communication standards, including timely responses, regular updates on project progress, and follow-through on commitments.
• Act as a liaison between upper management and employees, ensuring alignment on goals by actively addressing feedback and fostering alignment on goals.
• Pass on information to and from upper management to employees.
• Monitor and communicate project progress, employee productivity, and operational outcomes, providing timely feedback and guidance (e.g., SOW reviews, financials, and budgeting).

1. Operational Efficiency

• Uphold and improve established workflows, ensuring all projects adhere to agreed-upon processes to drive operational efficiency.
• Organize workflow and ensure that employees understand their duties or delegated tasks.
• Collaborate with PMO and Lead Developers to ensure project management and ServiceNow methodologies and best practices are implemented consistently.
• Track customer outcomes and implement identified methods to improve delivery.
• Ensure adherence to legal and company policies and procedures and undertake disciplinary actions if the need arises.

1. Employee Development & Management

• Proactively engage with employees through regular one-on-ones, team meetings, and performance discussions.
• Establish regular feedback mechanisms, including weekly or biweekly one-on-ones and quarterly performance reviews, to support employee development and ensure alignment.
• Hire and help guide new employees. Monitor employee productivity and provide constructive feedback and coaching.
• Perform employee management functions to include employee hiring, mentoring/growth, training, performance reviews, and employee oversight.
• Evaluate rewards and promotions based on performance for direct reports.

1. Change Management

• Effectively lead teams through change by providing clarity, communicating updates, and ensuring alignment on new processes or organizational priorities.
• Ensure that changes to delivery processes are properly vetted with other stakeholders in the organization (e.g., Solution Delivery Team Leads, Sales, Back Office Operations, and other Solution groups).
• Effectively implement changes and process improvements in a strategic, well thought out manner through proper communication channels.

Requirements

• Bachelor's degree in operations management or related field, or an equivalent combination of education and experience.
• Proven experience as supervisor or relevant role
• Familiarity with company policies and legal guidelines of the field
• Excellent communication and interpersonal skills
• Outstanding organizational and leadership skills
• Experience in management, operations, and leadership
• Understanding of general finance, budgeting, and resource management
• Ability to build consensus and relationships among Solution Delivery managers, partners, organization stakeholders, and customers.
• Excellent communication skills
• Solid understanding of finance and resource management
• U.S. Citizen

Preferred Experience/Requirements

• Project Management Professional (PMP) Certification is desired
• Experience with ServiceNow Platform is desired.
• Experience with ServiceNow ITSM product suite is desired.
• Experience with ServiceNow ITOM product suite is desired.
• Experience with ServiceNow SPM product suite is desired.
• Experience with ServiceNow CSM product suite is desired.
• Experience with Integrated Risk Management/GRC product suite is desired.

• Preferred experience with enterprise projects and in leading ServiceNow delivery teams
• ServiceNow Certified System Administrator or other relevant certifications.
• Additional Project Management Institute certifications such as: PgMP, PfMP,etc.