Platform Lead – ServiceNow

At NCS Australia, we believe in doing technology services better. Our commitment to quality, focus on people, and willingness to challenge traditional thinking set us apart. Our team brings this belief to life by partnering with our clients and communities to make tomorrow together.

We are committed to creating an environment that prioritises innovation, collaboration, and purposeful work. Our diverse team is empowered to make a meaningful impact with curiosity, creativity and resilience to shape better outcomes. Join us and accept the challenge of creating a better tomorrow.

The Platform Lead – ServiceNow is responsible for the strategic leadership, governance, delivery and continual improvement of the ServiceNow platform across the Managed Services environment.

This role leads a team of ServiceNow specialists and works closely with Operations, Delivery, Sales, Customers and Technology stakeholders to ensure the platform delivers scalable, secure and innovative solutions that support business and customer outcomes. The successful candidate will combine strong people leadership, platform expertise and commercial awareness while driving automation, service excellence and AI-enabled capabilities within the ServiceNow ecosystem.

Lead the ServiceNow strategy, roadmap and platform governance, ensuring alignment with business objectives, customer requirements and Managed Services growth plans. Drive continuous improvement, innovation, automation and AI-enabled capabilities across the platform.

Provide leadership and direction to a team of ServiceNow administrators, developers and platform specialists. Foster a high-performance culture focused on accountability, collaboration, capability development and continuous learning.

Oversee the design, implementation, integration and lifecycle management of ServiceNow solutions. Ensure platform capabilities are secure, scalable, compliant and aligned with architecture standards and operational best practices.

Partner with internal and external stakeholders to understand business requirements and translate them into effective ServiceNow solutions. Act as the escalation point for critical platform issues and ensure timely resolution of risks and service impacts.

Manage platform budgets, licensing, vendor relationships and optimisation initiatives. Support presales activities, customer engagements and solution development by providing ServiceNow expertise and strategic guidance. Establish and maintain governance frameworks, standards and processes to ensure platform stability, security, compliance and ongoing operational excellence.

Essential

• Significant years’ experience in Service Management, Platform Engineering, Architecture or Managed Services environments.
• Proven experience leading technical teams and developing high-performing specialists.
• Strong knowledge of the ServiceNow platform, including ITSM and platform administration.
• Experience delivering platform strategy, governance and roadmap initiatives.
• Strong stakeholder engagement, vendor management and customer-facing experience.
• Experience driving automation and operational improvement initiatives.
• Excellent leadership, communication and decision-making skills.

Desirable

• ServiceNow certifications (CSA, CIS or equivalent).
• Experience with ITOM, ITAM, CMDB, SecOps, HRSD or CSM modules.
• Exposure to cloud platforms, integration technologies and DevOps practices.
• Experience with AI, workflow automation and digital transformation programs.
• Knowledge of ITIL, governance, security and compliance frameworks.
• Managed Services experience within enterprise or regulated environments.

Qualifications

• Degree in Information Technology, Engineering or equivalent industry experience.
• ServiceNow and/or ITIL certifications highly regarded.

Personal Attributes

• Strategic thinker with strong commercial awareness.
• Adaptable, collaborative and customer-focused.
• Passionate about innovation, automation and AI adoption.
• Strong coach and mentor with the ability to influence stakeholders at all levels.
• Comfortable balancing operational priorities, project delivery and continuous improvement initiatives.

Why join us:

At NCS Australia, you'll be part of a team that values your growth and development. Our comprehensive global learning and development program will equip you with the skills and knowledge needed to succeed. Plus, you'll be mentored by some of the industry's best, and have access to a worldwide network of career opportunities. Join us now and discover just how far your career can go!

We are in the process of refreshing our employee benefits, so don’t forget to ask our Talent Acquisition Team about what’s on offer. 

We take pride in our commitment to valuing and supporting our people and the communities we serve. Diversity, inclusivity, and being different are not just buzzwords for us - they are integral to our culture. We are dedicated to upholding Equal Employment Opportunity Principles and providing reasonable accommodations to all our applicants. If you require any assistance or modifications to navigate our careers site or complete your application, please don't hesitate to reach out to us at [email protected].

Other important stuff: 

To be eligible for a position with us, applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including probity and police checks.

As we navigate through our business integration process, we will continue to issue contracts under our existing entities of ARQ, Dialog, CatapultBI, ICEMEDIA, Eighty20, Riley or AccessHQ.

Visit our website https://www.ncs.co/en-au/ for more information.

Agencies: We’ve got this. We request that you do not contact NCS employees outside of the Talent Acquisition team. NCS exclusively accepts resumes from agencies on our preferred supplier panel through the NCS Agency Portal. Agencies that submit resumes must have a valid fee agreement and be assigned to the particular requisition by the Talent Acquisition team. Any resumes that are submitted outside of this process will become the sole property of NCS. If a candidate is hired outside of this process, no fee or payment will be given.

Why join us: 

NCS Australia is where you can feel at home, nurturing your talents and skills as we make tomorrow together, one day at a time. Our benefits include paid parental leave, initiatives focused on your well-being and discounted health insurance. You will also enjoy discounts on various products and services and be regularly recognised and rewarded for high performance. We are committed to your career development through our Capability Fingerprint, industry and partner training programs, special interest groups, and an AI-driven learning platform. No matter where you are in your career, we offer meaningful work and opportunities for growth.

NCS Australia is an equal-opportunity employer, and we take pride in our commitment to valuing and supporting our people and the communities we serve.We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Veterans, Aboriginal and/or Torres Strait Islander community.

At NCS Australia, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply. 

Agencies:

We’ve got this. We request that you do not contact NCS employees outside of the Talent Acquisition team. NCS exclusively accepts resumes from agencies on our preferred supplier panel through the NCS Agency Portal. Agencies that submit resumes must have a valid fee agreement and be assigned to the particular requisition by the Talent Acquisition team. Any resumes that are submitted outside of this process will become the sole property of NCS. If a candidate is hired outside of this process, no fee or payment will be given.

Work rights and background checks: 

To be eligible for a position with us, applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including probity and police checks