Director, Servicenow, COE

Join #TeamBell!

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content - we advance how Canadians connect with each other and the world.

Join Bell’s Technology Services team and help us reimagine the future of customer, channel, and employee experiences through innovation. We are partnering with world-class technology leaders—including Google, ServiceNow, Salesforce, and Cohere—to unlock cutting-edge platform capabilities, embed AI across our operations, and boost our agility.

We are looking for a customer and technology obsessed leader, with deep experience in ServiceNow to build and scale our Center of Excellence.

As Director, ServiceNow, Center of Excellence, you will play a critical role in executing our technology vision through leadership of the following functions:

Key Responsibilities

• CoE Formation & Leadership
  • Stand-up a best-in-class Center of Excellence for ServiceNow
  • Build the CoE’s charter, operating model, talent engine, and financial governance
  • Develop and hire business-aligned, customer-obsessed, and tech savvy top talent
  • Define standards for all platform CoEs, and collaboration models across CoEs

• 
  Execution Excellence
  • Lead end-to-end delivery for platform scope, including design, development, and testing
  • Manage a team of developers building in no-, low-, and medium-code capacities
  • Coordinate with technical leaders on solution architecture, design, and system integrations
  • Proactively promote new and unused platform features to business teams
  • Partner with platform product leadership to understand and influence their roadmaps
  • Continuously measure and optimize output quality and efficiency

• Stakeholder Management & Team Leadership
  • Effectively communicate and collaborate with senior management, business unit leaders, and other stakeholders to ensure alignment on strategic priorities
  • Lead and support executive-level governance forums

What will you bring?

• Technology Expertise: You have deep experience in architecture, development, product management, and/or delivery specific to ServiceNow
• Customer Focus: You are passionate about delivering exceptional customer experiences.
• Problem-Solving: You excel at solving complex problems, crafting compelling narratives, and finding efficient automated solutions.
• Strong Communication: You possess excellent written and verbal communication skills, with a meticulous attention to detail and ability to drive consensus on proposed solutions.
• Analytical Mindset: You thrive on identifying areas for improvement, possess strong analytical skills, and are comfortable working with large datasets.
• Team Player: You are a collaborative team player, able to effectively collaborate with colleagues, senior leadership, and cross-functional teams.
• Adaptability: You embrace ambiguity and can confidently present recommendations for next steps.
• Organization & Time Management: You are highly organized, adept at prioritizing tasks, managing multiple projects, and meeting deadlines with accuracy.

Critical Qualifications

• Bachelors or Masters degree in engineering, computer sciences, or a related field
• 8+ years of experience in technology strategy, management consulting, or a related field
• 5+ years of experience in ServiceNow (TSM, FSM, ITSM, and SPM preferred)
• Relevant platform certifications preferred (for example, Certified Administrator or ServiceNow Certified Implementation Specialist)
• Experience with generative AI solutions, including platform-specific tooling (e.g. AgentForce, NowAssist)
• Proven experience managing development teams for ServiceNow strongly preferred
• Proven experience developing and implementing successful technology strategies

• Experience leading workshops, whiteboard discussions, technology roadmaps, and customer consultations
• Bilingualism is an asset (English and French)