THE ROLE 

We are seeking an accomplished Executive Technical Leader with extensive functional and technical expertise in ServiceNow to lead our enterprise ServiceNow strategy, architecture, platform and implementation initiatives. This role will define and own delivery for the long-term platform vision, oversee governance, and ensure alignment of ServiceNow capabilities with business goals. The successful candidate will combine strategic thought leadership with deep technical proficiency, driving digital transformation through scalable and innovative ServiceNow solutions. 

Strategic Leadership (Visionary, Collaboration & Stakeholder Management) 

• Develop and own the enterprise-wide ServiceNow strategy and roadmap, aligning with organizational digital transformation objectives. 

• Serve as the executive sponsor for ServiceNow initiatives, driving adoption and value realization across business functions. 

• Establish platform governance, standards, and best practices for design, development, and operations. 

• Partner with business and IT leaders to identify automation, workflow optimization, and service management opportunities. 

Technical & Functional Expertise (Consumer grade UX design, AI integration & Promotion engineering, Data analysis and management, Process Knowledge, Architecture & future state innovation, Technology proficiency (SN products)) 

• Provide technical direction for architecture, integrations, and custom development on the ServiceNow platform (including ITSM, ITOM, HRSD, CSM, SecOps, GRC, and custom apps). 

• Translate business requirements into scalable ServiceNow solutions using a deep understanding of both out-of-the-box functionality and customization best practices. 

• Define the multi-year PepsiCo product roadmap for ServiceNow based on PepsiCo transformation requirements and timelines and ServiceNow product innovation and roadmaps. 

• Oversee complex implementations, ensuring performance, reliability, and maintainability. 

• Stay current on ServiceNow releases, new modules, and industry trends, guiding platform evolution. 

• Define gaps and influence the ServiceNow product roadmap for PepsiCo. 

• Partner across PepsiCo S&T teams – cloud, UX, data and analytics, enterprise architecture – in the delivery of services and product roadmaps 

Team Leadership & Mentorship 

• Build and lead high-performing ServiceNow teams—architects, developers, and functional consultants. 

• Foster a culture of continuous improvement, innovation, and excellence in delivery. 

• Collaborate with vendors, partners, and ServiceNow account teams to enhance capability and leverage emerging technologies. 

• Set direction and measure success across Demand & Governance, Architecture, Solution Delivery, Platform Governance & Operations, Horizontal Products & Innovations, Shared Services for Managing & Governing 

• Lead a diverse team of Agile leads, Architects, Developers, Engineers, Operations leads, Solution Delivery 

Operational Excellence 

• Ensure platform stability, compliance, and security through robust DevOps and governance practices. 

• Define and monitor KPIs and success metrics for platform performance and business impact. 

• Optimize licensing, cost, and platform usage across the enterprise. 

Key Skills/Experience Required: 

Technical Skills 

• 10–15+ years of IT experience, with at least 7+ years in ServiceNow architecture, development, and administration. 

• Proven expertise in ServiceNow modules such as ITSM, ITOM, HRSD, CSM, GRC, SecOps, and CMDB. 

• Deep understanding of ServiceNow architecture, integrations (REST/SOAP APIs, MID servers), and data modeling. 

• Strong background in JavaScript, AngularJS, Glide APIs, Flow Designer, and Service Portal development. 

• Experience with cloud infrastructure, ITIL processes, DevOps, and Agile delivery frameworks. 

• Demonstrated success leading large-scale ServiceNow transformations or enterprise deployments. 

Leadership & Strategic Skills 

• Exceptional executive communication and stakeholder management skills. 

• Proven ability to bridge business and technology, influencing at C-level and across departments. 

• Strong program management and change leadership experience. 

• Skilled at governance design, platform standardization, and driving organizational adoption. 

• Adept at budgeting, resource planning, and vendor management. 

Key Accountabilities  

• Define and Drive the Enterprise ServiceNow Strategy 

Lead the development and execution of the enterprise-wide ServiceNow roadmap aligned with business objectives, digital transformation priorities, and CPG operational needs (manufacturing, supply chain, and customer engagement). [Vision & Roadmap, Decision Body, Steering Committee Alignment, Product Relationship Management, Budgeting & Funding] 

• Establish and Govern ServiceNow Platform Standards and Architecture 

Design and maintain the ServiceNow architecture blueprint, ensuring consistency, scalability, performance, and compliance across the global organization. [Platform standards, Agile Delivery Methods, Business Continuity Management, License Management, Reporting, Communications Management, Talent Management, Vendor Management] 

• Lead ServiceNow Implementation and Enhancement Initiatives 

Oversee major ServiceNow deployments and module rollouts, ensuring on-time, on-budget delivery with measurable business impact. [Integrated Backlog Process, Solution Review, Technical Governance, Solution Delivery, Release management] 

• Enable CPG Business Transformation through ServiceNow Solutions 

Partner with business leaders to identify, design, and implement digital workflows that enhance supply chain efficiency, improve customer and retailer experience, and drive sustainability initiatives. 

• Oversee Platform Governance, Compliance, and Risk Management 

Implement governance models and ensure ServiceNow operations comply with global regulatory requirements (e.g., data privacy, quality, ESG reporting) and IT security standards. 

• Optimize Platform Performance, Licensing, and Cost Efficiency 

Monitor and manage platform utilization, license optimization, vendor contracts, and total cost of ownership, ensuring high ROI and performance. [System admin, Bug Fixes & Incident Support, Upgrade & Patch management, Performance Alerts & High Availability Management, Cloning and Instance Management, Audit Support, Foundational Data Management, Integration Management] 

• Lead and Develop a Global ServiceNow Center of Excellence (CoE) 

Build and mature a high-performing ServiceNow CoE to drive innovation, standardization, and knowledge sharing across business units and regions. 

• Ensure Continuous Platform Innovation and Adoption 

Evaluate new ServiceNow releases, features, and emerging technologies (AI, automation, predictive analytics) and drive their adoption to improve business processes. 

• Manage Stakeholder Communication and Change Leadership 

Lead effective communication with business stakeholders and executives to ensure alignment, manage expectations, and support organizational change initiatives. 

• Define and Track Platform Success Metrics and Outcomes 

Develop key performance indicators (KPIs) to measure ServiceNow platform performance, business adoption, and value realization across the enterprise. 

Education & Certifications 

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field. 

• ServiceNow Certified System Administrator (CSA) required. 

• Certified Implementation Specialist (CIS) in multiple modules preferred. 

• ServiceNow Certified Technical Architect (CTA) or Master Architect certification strongly desired. 

• ITIL v4 Certification preferred.