Senior Director , Software Engineering

Job Description

We are seeking a Senior Director, ServiceNow Value Team Management to lead and optimize the strategic value and operational excellence of our ServiceNow platform. This critical role ensures that our investment in ServiceNow translates into tangible business outcomes, driving efficiency, innovation, and stakeholder satisfaction across the enterprise. The ideal candidate will leverage extensive ServiceNow experience to guide our strategy and execution

Key Responsibilities for this role are as follows:

• Financial Management: Responsible for the comprehensive financial planning, budgeting, and cost optimization strategies pertaining to our ServiceNow value team.  This includes business case development and supporting end to end the value story to justify investments in advancements of ServiceNow to further enable the business.

• Vendor Relationship Management: Management of strategic relationships with ServiceNow and other key technology vendors, partnering with procurement to negotiate contracts, overseeing service level agreements (SLAs), and fostering partnerships that support our long-term platform vision and contribute to our ability to deliver faster and more effectively for the business

• Capacity Management Develop and implement robust resource capacity planning strategies specifically for the ServiceNow value team in support of our technical center strategy. This involves determining the right resource plan and resource capacity to meet evolving business demands and project pipelines efficiently, ensuring the platform can scale to support our global operations within provided guardrails.

• Knowledge Management: Champion a comprehensive Knowledge Management strategy for our Company's ServiceNow ecosystem This includes ensuring continuous training and readiness of the team on deployed capabilities, fostering a culture of shared understanding to ensure depth of knowledge across the team reducing risk of dependency on a single internal or external resource. In addition, actively promoting ServiceNow success stories and effective communication to internal stakeholders to maximize platform adoption and impact.

• Innovation Management: Drive business innovation leveraging the ServiceNow platform, identifying and championing new features, applications, and solutions that leverage the platform reducing friction, consolidating capabilities, and expediting value realization.

• Value Management (with ServiceNow Focus): Define, measure, and communicate the realized business value of our ServiceNow investments across the organization. Develop OKRs and metrics visualized through reporting mechanisms to demonstrate the impact of the platform.

Required Experience and Skills

• Bachelor’s in Engineering, Data Science, Sciences, Computer Science

• 12+ years in service management platform management in pharma or life sciences

• Identification of opportunities for transformation projects as well as building and supporting business cases to secure funding

• Developing or enhancing resource strategies for multi-hub center capacity management including organizational design and job creation

• Management of end to end finances both for internal and external support, including vendor engagement to negotiate as well as secure appropriate support.

• Developing or enhancing value strategy to ensure realization of business case benefits 

Preferred Experience and Skills

• Management of ServiceNow Platform in a regulated environment and ensuring compliance.

• Leading delivery of ServiceNow Transformation projects 

Required Skills:

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

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The salary range for this role is

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits.  Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

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