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Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

About the Role

Position Title: . ServiceNow Implementation and Operations         

Corporate Title: Vice President- ServiceNow Architecture  

Reporting to : Director

Location: Pune                     

Job Profile

Position details

Vice President- ServiceNow Architecture     

Roles and Responsibilities

Role Overview

The Vice President – ServiceNow Architecture & Transformation is a senior technology leadership role responsible for defining and executing the enterprise ServiceNow strategy, architecture and governance. The role provides strategic and technical leadership across the ServiceNow ecosystem, ensuring the platform delivers measurable business value, scalable architecture, operational efficiency, strong governance, and a consistent enterprise experience.

Key Responsibilities

Enterprise ServiceNow Strategy

Align ServiceNow capabilities with business, technology, operational, security, and compliance objectives.

Establish ServiceNow as an enterprise strategic platform rather than a collection of individual implementations.

Drive platform adoption, standardization, automation, and continuous improvement.

Architecture & Technology Leadership

·       Provide executive oversight of ServiceNow enterprise architecture and solution design.

·       Define architecture principles, standards, design patterns, integration strategies, and technology guardrails.

·       Lead architecture decisions across ITSM, ITOM, ITAM, CMDB, SAM, HAM, TPRM, IRM, CSM, HRSD, and other ServiceNow capabilities.

·       Establish scalable CMDB, Discovery, Service Mapping, Configuration Management, and asset-management architecture.

·       Ensure solutions are resilient, secure, maintainable, upgradeable, and aligned with enterprise architecture standards.

Integration & Platform Ecosystem

Define enterprise integration architecture between ServiceNow and systems such as:

·       Azure / Microsoft Entra ID

·       Intune

·       SCCM

·       CyberArk

·       Qualys

·       Zabbix

·       VMware / vCenter

·       HR and ERP platforms

·       Data lakes and analytics platforms

·       Identity and security platforms

Establish API, event-driven, integration, authentication, and data-governance standards.

Ensure integrations are secure, scalable, observable, and resilient.

CMDB / ITOM / ITAM Leadership

·       Establish enterprise CMDB strategy and governance.

·       Drive Discovery, Service Mapping, Event Management, Operational Intelligence, Cloud Discovery, and infrastructure visibility.

·       Define asset lifecycle and ITAM strategy across hardware and software.

·       Improve CMDB data quality, reconciliation, identification, normalization, ownership, and governance.

·       Establish measurable CMDB health and data-quality KPIs.

Governance & Operating Model

·       Establish a ServiceNow Center of Excellence / Platform Governance function.

·       Define platform ownership, architectural review, development standards, release management, upgrade strategy, and technical governance.

·       Establish demand-management and prioritization processes.

·       Define standards for update sets, application development, integrations, customizations, and technical-debt management.

·       Ensure platform governance across internal teams, system integrators, and managed-service providers.

AI & Automation

·       Define the enterprise strategy for ServiceNow AI, GenAI, Now Assist, intelligent automation, Virtual Agent, Predictive Intelligence, and workflow automation.

·       Identify high-value AI and automation opportunities.

·       Establish responsible AI, security, data, and governance principles.

·       Measure automation adoption and business value.

Leadership & Stakeholder Management

Partner with business executives, enterprise architects, and technology leaders.

Communicate ServiceNow strategy, architecture, investment priorities, risks, and value realization to executive leadership.

Key Performance Indicators

·       ServiceNow platform adoption and business value

·       Reduction in legacy tools and technical debt

·       CMDB health and data-quality improvement

·       Automation and workflow adoption

·       Reduction in manual operational activities

·       IT service availability and operational efficiency

·       Incident/request resolution improvements

·       IT asset lifecycle optimization

·       Software license optimization

·       Integration reliability

·       Platform stability and upgrade readiness

·       Customer and employee experience

·       ServiceNow investment / ROI realization

Required Experience

·       15+ years of experience in technology, enterprise architecture, IT transformation, or platform leadership.

·       Significant experience leading large-scale ServiceNow implementations and transformations.

·       Deep experience across multiple ServiceNow product families.

·       Strong enterprise architecture and integration experience.

·       Experience managing global teams, strategic partners, and complex transformation programs.

·       Strong understanding of ITIL, CMDB, ITOM, ITAM, security, governance, and enterprise technology operating models.

·       Experience working directly with C-level executives and senior business stakeholders.

·       Demonstrated experience managing large budgets and multi-year technology roadmaps.

Preferred ServiceNow Expertise

·       ServiceNow Certified System Administrator

·       ServiceNow Certified Implementation Specialist

·       ServiceNow Certified Application Developer

·       ServiceNow Certified Technical Architect / Certified Master Architect

·       Experience with ServiceNow AI / Now Assist

·       Experience establishing a ServiceNow Center of Excellence

·       Experience with enterprise-scale CMDB and Discovery

·       Experience with ServiceNow HAM/SAM, TPRM, IRM, and other strategic workflows

Leadership Competencies

·       Enterprise strategic thinking

·       Architecture leadership

·       Digital transformation

·       Executive communication

·       Business and technology alignment

·       Organizational leadership

·       Financial and investment management

·       Vendor and partner management

·       Risk and governance management

·       Change management

·       Innovation and continuous improvement

Mitsubishi UFJ Financial Group (MUFG) is an equal opportunity employer. We view our employees as our key assets as they are fundamental to our long-term growth and success. MUFG is committed to hiring based on merit and organsational fit, regardless of race, religion or gender.