The Platform Owner is a senior leader with overall accountability for the ServiceNow platform. This role has direct responsibility for ensuring strategic alignment between platform capabilities, business objectives, and organizational governance. The Platform Owner is empowered with executive authority to make decisions impacting platform direction, architecture, and operations while serving as the executive champion for the platform operations team. The Platform Owner drives value realization by identifying new business outcomes the platform enables, presiding over technical and design governance decisions, and ensuring a seamless user experience aligned with enterprise platform strategy. Primary Responsibilities Strategic Platform Leadership Leads the platform operations team in establishing clear alignment with business strategy, technology roadmap, and enterprise governance frameworks. Articulates the vision and business value of building, supporting, and continuously developing the platform across the organization. Creates the overall platform roadmap and shapes demand for enterprise platform consumption in alignment with business priorities and resource constraints. Platform Operations & Accountability Maintains overall ownership and oversight of all ServiceNow instances across the enterprise, ensuring optimal performance, security posture, and business value delivery. Manages application escalations, monitors platform health, and oversees platform operations and maintenance activities. Serves as the final escalation point for critical platform issues. Governance & Demand Management Presides over the Program Governance & Steering Committee and technical governance board. Actively contributes to and shapes governance policies, ensuring platform decisions align with enterprise standards and risk management frameworks. Leads demand management and demand review board activities, prioritizing platform investments and ensuring resource allocation reflects business strategy. Presides over design configuration decisions to ensure a seamless, consistent user experience that aligns with platform design strategy and enterprise standards. Value Maximization Identifies and champions new business outcomes the platform enables, driving adoption of new capabilities and maximizing return on platform investment. Collaborates with business leaders to uncover use cases, measure value realization, and communicate platform impact across the organization. Required Skills & Competencies Technical & Platform Knowledge Expert-level understanding of ServiceNow platform capabilities, architecture, and configuration. Deep experience with Enterprise IT Service Management (ITSM), IT Financial Management, and IT Operations Management (ITOM) concepts and best practices. Product management experience in platform ecosystems and managing complex technology portfolios at scale. Leadership & Stakeholder Management Executive-level management experience with P&L accountability and strategic business planning. Exceptional communication skills, both written and verbal, with ability to translate technical concepts for executive audiences. Demonstrated ability to develop and forge strong relationships, build consensus among competing stakeholders, and lead through influence across organizational boundaries. Strong governance and risk management mindset with experience in compliance frameworks, audit, and control environments. Key Accountabilities Results Ownership Accountable for platform uptime, performance targets, and service level agreements. Responsible for business continuity and disaster recovery capabilities. Team Leadership & Development Leads and develops the platform operations team. Ensures clear accountability, performance management, and career development opportunities for team members. Decision Authority Makes final decisions on platform architecture, configuration standards, and technology investments within governance frameworks. Escalation Authority Serves as executive escalation point for critical platform issues, providing resolution and communication to senior leadership and business stakeholders. Governance & Committee Involvement The Platform Owner plays an active role in the following governance bodies: Program Governance & Steering Committee — Sets platform strategy and approves major initiatives Demand Management & Demand Review Board — Prioritizes and allocates platform development resources Technical Governance Board — Establishes and enforces platform standards, architecture decisions, and design principles Platform Operations & Management — Oversees day-to-day operations, performance, and service delivery Success Metrics Platform uptime and performance against established SLAs Business value realization and ROI from platform investments User adoption rates and satisfaction with platform capabilities On-time and on-budget delivery of strategic platform initiatives Effectiveness of governance processes and stakeholder alignment Platform team engagement, retention, and capability development