About Vantage Data Centers

Vantage is committed to being a workplace of inclusion, equity, respect and acceptance. We celebrate diversity and intentionally seek out opportunities to learn from one another’s experience.

Vantage Data Centers powers, cools, protects and connects the technology of the world’s well-known hyperscalers, cloud providers and large enterprises. Developing and operating across North America, EMEA and Asia Pacific, Vantage has evolved data center design in innovative ways to deliver dramatic gains in reliability, efficiency and sustainability in flexible environments that can scale as quickly as the market demands.

Operations Department

The Operations Department is responsible for the overall health and wellbeing of all mechanical and electrical systems, building maintenance, customer service and performance of all data modules at each campus. The teams are staffed 24 x 7 on site with Critical Facilities Engineers (CFEs) on each shift. These teams are the face of Vantage to our customers and the first line of defense regarding the uptime of our campus as well as the general health of our customer installations. Using a Critical Maintenance Management System (CMMS) to plan and track needed work, each campus Site Operations department handles all preventative and corrective maintenance on-site for our campuses located throughout North America. Our culture expects and rewards operations teams that engage directly with the customers and the facility infrastructure. These teams do most of the work themselves versus calling out constantly to vendors. As a result, we deliver superior service that is faster and more cost effective. We validate that service through clear reporting on all key performance metrics giving the customers the ability to focus on their operations without having to handle the performance of the facilities.

Position Overview

This position can be remote based.

Vantage Data Centers is seeking a Director of ServiceNow who will play a pivotal role in leading IT transformational initiatives across multiple business functions. This leadership role involves defining the product vision, roadmap, and growth opportunities for ServiceNow within the organization. The Director will oversee the development and enhancement of key IT service management (ITSM) processes such as incident management, service catalog, and problem management based on ITIL standard methodologies. This position requires a solid foundation in Agile methodologies, data management, and a commitment to leadership in driving data-driven strategies and operations.

Essential Job Functions

• Lead and complete central initiatives to enhance IT service management processes using ServiceNow.

• Develop and implement a strategic roadmap for ServiceNow, aligning it with organizational goals and objectives.

• Establish and monitor key performance indicators (KPIs) and operational reports for effective decision-making.

• Optimize and streamline service request fulfillment processes to minimize failures and improve efficiency.

• Facilitate workshops and design sessions to gather requirements and develop implementation plans.

• Collaborate with various groups to ensure comprehensive and effective ServiceNow solutions.

• Oversee user acceptance testing (UAT), providing necessary training and support to stakeholders.

• Maintain a prioritized product backlog, ensuring the timely delivery of features and functionalities.

• Develop and communicate a structured demand management process across the organization.

• Plan and lead ServiceNow upgrades, proof of concepts (POCs), and new functionalities.

• Communicate successfully with leadership and collaborators, ensuring alignment and clarity.

• Develop and maintain comprehensive documentation and training materials for end users.

• Additional duties as assigned by management

Job Requirements

• Bachelor’s degree or equivalent experience in Business Administration, Computer Science, Data Science, Information Systems, or a related field. A Master's degree is preferred.

• Minimum of 10 years of experience in IT service management, business intelligence, or a related field, with at least 4 years in a managerial or leadership role.

• PMP, ITIL, and CSM Certifications are required.

• Experience with Smart Core App Certification is highly desired.

• At least three years’ experience working in multi-functional teams and collaborating with business partners on data management and analytics initiatives.

• Significant experience with ServiceNow, BI tools, and programming languages.

• Superb communication, collaboration, problem-so