About This Role
<p>ServiceNow Director - Director Digital Solutions I<br />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.</p><p></p><p><b>Job Overview</b></p><p></p><p>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.</p><p></p><p>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.</p><p></p><h2><b>Requirements:</b></h2><p>Job Title: Director Digital Solutions I</p><p>Location: Bangalore</p><p></p><p><b>Key Responsibilities</b></p><p></p><p><b>Lead architecture and engineering</b></p><ul><li>Establish and enforce ServiceNow architecture and engineering standards within enterprise architecture, security, data, integration and UX frameworks.</li><li>Set clear direction for workflow design, integration patterns, configuration versus customization, reusable components and technical-debt reduction.</li><li>Own platform engineering health, including performance, scalability, security, observability, resilience, upgrade readiness and instance hygiene.</li><li>Chair the Platform Architecture Review Board and represent ServiceNow in cross-platform architecture forums.</li></ul><p><b>Own technology delivery</b></p><ul><li>Lead the global architecture, engineering, integration, quality and delivery organization, with scaled execution anchored in India.</li><li>Own delivery performance across ServiceNow programs and product teams, including planning, estimation, dependencies, risk, quality and release readiness.</li><li>Create a predictable SDLC across intake, development, testing, security, deployment, change control and rollback readiness.</li><li>Advance enterprise-aligned engineering practices, including Azure DevOps, CI/CD, automated testing and shift-left security.</li></ul><p><b>Apply AI across the platform and SDLC</b></p><ul><li>Translate platform and enterprise AI direction into practical ServiceNow architecture, engineering patterns and delivery plans.</li><li>Lead the implementation of Now Assist, AI agents and integrations with the enterprise AI Agent Fabric.</li><li>Use AI to improve story development, code generation and review, automated testing, documentation, upgrade analysis and release execution.</li><li>Build real AI capability across the team rather than treating AI as a separate initiative.</li></ul><p><b>Deliver an experience-led platform</b></p><ul><li>Own the engineering and delivery of the company intranet built on Employee Center Pro.</li><li>Ensuring content, knowledge, workflows and services come together as a consistent and effective employee experience.</li><li>Partner with central UX teams and the Associate Experience UX Council to meet established design, accessibility and usability standards.</li></ul><p><b>Build a high-performing global team</b></p><ul><li>Develop the team we have, strengthen engineering-management depth and create clear growth and succession opportunities.</li><li>Build a culture of accountability, collaboration, technical excellence, and continuous improvement.</li><li>Own workforce and capacity planning across architecture, engineering, integration, QA, DevOps and delivery management.</li><li>Determine the right mix of employees, contingent resources, and strategic partners as the platform scales.</li></ul><p><b>Govern partners and measure outcomes</b></p><ul><li>Hold implementation partners and contingent teams accountable for architecture, engineering, UX, security, quality and release standards.</li><li>Evaluate partner performance, productivity, knowledge transfer and adherence to agreed outcomes.</li><li>Establish an engineering scorecard covering delivery predictability, lead time, test automation, escaped defects, release quality, platform reliability, technical debt and productivity.</li><li>Connect engineering improvements to automation, adoption, user experience, cycle-time reduction and cost-to-serve.</li></ul><p></p><p><b>Qualifications</b></p><p></p><ul><li>15+ years of progressive experience in enterprise technology, software engineering, platform delivery or architecture.</li><li>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.</li><li>7+ years of people-leadership experience, including leading engineering managers, architects and globally distributed teams.</li><li>5+ years leading large-scale engineering or delivery transformation, with measurable improvement in SDLC maturity, release automation, quality and delivery predictability.</li><li>Demonstrated success leading a sizable global engineering and delivery organization, including teams operating through global delivery centers.</li><li>Strong experience establishing architecture and engineering standards and ensuring internal teams and partners consistently follow them.</li><li>Strong knowledge of ServiceNow ITSM, CSM, HRSD, Employee Center Pro, Service Portal and enterprise workflow applications.</li><li>Hands-on experience with Now Assist, AI-agent design and the practical use of AI across engineering, testing, documentation and release processes.</li><li>5+ years of integration architecture experience across APIs, webhooks, event-driven patterns, ERP systems, cloud platforms, monitoring and telemetry.</li><li>Experience leading architecture, change and release-governance forums and partnering with enterprise architecture, cybersecurity, UX and peer platform teams.</li><li>Experience governing systems-integrator and staff-augmentation partners across quality, productivity, standards of compliance and knowledge transfer.</li><li>Strong understanding of governance, risk, compliance, and operational controls in an enterprise environment.</li><li>Proven ability to develop talent, build successors, strengthen leadership depth, and retain high-performing teams.</li></ul><p></p><p><b>Nice to Have</b></p><p></p><ul><li>Experience with ServiceNow workflow applications such as Accounts Payable Operations, Manufacturing Commercial Operations and Source-to-Pay Operations.</li><li>Experience integrating ServiceNow with SAP or other enterprise ERP platforms.</li><li>Experience leading multiple ServiceNow product and program teams within a shared enterprise platform model.</li><li>ServiceNow certifications are strongly preferred; ITIL, cloud, architecture or automation certifications are a plus.</li></ul>