(Director of ServiceNow Product Delivery, ServiceNow Platform Team and Strategy & Innovation Department)

(HYBRID: Boston MA, Springfield MA, New York)

The Opportunity

The Director of ServiceNow Product Delivery will be responsible for driving the planning, delivery, management, administration, and budget maintenance of the MassMutual ServiceNow platform in support of our home office and field associates. The Delivery Leader is a people leader who has overall accountability of the ServiceNow platform. This individual provides leadership and oversight to the Platform Delivery Team, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. Overall, the Delivery leader (ServiceNow Platform Owner) is responsible and empowered with the authority to make decisions that impact the platform and does so in alignment to our business strategy and governance.

This role will have a heavy focus on developing and maturing the enterprise request management space and ensuring optimal user experience. The role requires strong communications skills and technical expertise as it requires frequent liaison with business and IT areas requesting services from the team.

The Team

The team is a global team comprising of solution architects, developers, BAs/Consultants, QA and operations resources. This is a highly collaborative team. Our core values are accountability, customer focused and agility. The growing demand on the platform has given rise to more agile methodologies and governance to ensure a well-oiled machine. We are motivated by the value ServiceNow provides the enterprise and the opportunities to enable our business and IT teams to exception digital service. We implement a player coach methodology to ensure seamless execution of work in the cell. This means the role will require the ability to flex between management and individual contributor duties.

The Impact:

Platform owner who has overall accountability for execution of the day-to-day operations and strategySupports creation of overall roadmap and shapes demand for enterprise platform consumption to achieve business outcomesCustomer centric and ensures platform team alignment to business strategy, roadmap and platform governance policiesOversight of escalations and works closely with platform architects and tech lead to anticipate and remove blockersMaximizes value of the platform by identifying additional business outcomes to be explore with justifiable ROIsPresides over technical governance board and involved in all governance componentsOwnership and oversight of ServiceNow instancesManage, coach and motivate global team; and work to build a strong pipeline of diverse talentManage vendor relationships and external partnerships

The Minimum Qualifications

Bachelor's degree10+ years of experience leading projects and/or people3+ years experience managing ServiceNow projects and /or project tracks3+ years experience with improvement models like Six Sigma Ability to travel globally; i.e. Romania, IndiaAuthorized to work in the US without sponsorship now or in the future.

The Ideal Qualifications

Certified ServiceNow Platform AdministratorITILv4 certifiedStrong technical foundation in the ServiceNow platform, either as a platform admin or developerTrack record of medium and large-scale delivery using Agile methodologiesExperience managing business engagements, starting with building strong relationships with the various business leads and balancing a wide variety of competing and sometimes conflicting prioritiesProven ability to promote ideas and proposals persuasively, shape stakeholders’ opinions, project a positive image, work through conflicts and negotiate win/win solutionsProven ability to apply financial insights and draw accurate conclusions from financial and other quantitative informationProven experience in driving process optimization and organizational changeExperience acting as an advisor and partner in the development and definition of business strategiesExcellent written and communication skillsExcellent presentation, influencing and reasoning skills.Ability to work with staff at all levels of the organizationAbility to multitask, solve problems resourcefully, and work well under pressureSelf-motivated with the ability to work independently toward established goalsExcellent facilitation skills and proven ability in promoting collaboration within and across teamsAbility to think innovatively in developing and executing changeAbility to work within a complex business environmentCloud application technology experienceProven ability to promote sharing of best practices and leverage learnings across teamsExperience with strategic planning, business development, or stakeholder management

What to Expect as Part of MassMutual and the Team

Regular meetings with the Strategy & Innovation leadership teamFocused one-on-one meetings with your managerAccess to mentorship opportunitiesNetworking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource GroupsAccess to learning content on Degreed and other informational platformsYour ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits

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MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

If you need an accommodation to complete the application process, please contact us and share the specifics of the assistance you need. EEO Statement (Opens in new window)

MassMutual will accept applications on an ongoing basis until such time as a candidate has been offered employment. The job description includes the main duties of this position, which may evolve over time. You may be required to perform other duties not listed.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.

Salary Range: $141,300.00-$185,400.00