About the role
This role exists to maximise the value of ServiceNow by providing the leadership, governance, operating model, and platform capability required to enable efficient service delivery, workflow automation, and digital transformation across the organisation. Operating at the centre of Latitude's service management ecosystem, the role works across business, technology, architecture, security, and delivery teams to ensure ServiceNow is easy to consume, well governed, and continuously delivering measurable business outcomes. Governance is embedded as an enabler, providing consistency, quality, and compliance while supporting innovation and agility. In this role, you’ll: Platform Strategy & Roadmap
• Define, own, and execute the ServiceNow platform strategy and roadmap aligned to business and technology objectives.
• Drive the evolution of ServiceNow capabilities across ITSM, ITAM, CMDB, Employee Centre, Service Catalogue, Knowledge Management, HR Workflows, and future platform expansions.
• Identify opportunities to improve employee experience, service delivery, automation, and workflow efficiency through platform enhancements.
• Partner with business and technology leaders to prioritise investments, manage trade-offs, and maximise platform value.
• Evaluate emerging ServiceNow capabilities, AI features, and industry trends to continuously improve platform outcomes. Platform Delivery & Enablement
• Establish clear and repeatable pathways for delivering platform enhancements, projects, upgrades, integrations, and continuous improvement initiatives.
• Provide hands-on leadership and guidance throughout the delivery lifecycle, ensuring solutions are scalable, supportable, and aligned to platform standards.
• Drive adoption of standardised workflows, reusable capabilities, and platform best practices across business and technology teams.
• Collaborate with delivery teams, architects, engineers, and business stakeholders to accelerate outcomes and maximise platform utilisation.
• Ensure platform delivery aligns with enterprise architecture, technology standards, and operational support requirements. Governance, Operations & Service Excellence
• Lead the administration, governance,



performance, security, and availability of the ServiceNow platform.
• Establish and maintain platform standards, development practices, release processes, and governance frameworks.
• Ensure the ongoing health, stability, resilience, and operational excellence of the platform.
• Lead platform incident, problem, change, release, and operational management activities.
• Monitor platform performance, utilisation, risks, issues, and technical debt, proactively driving remediation and continuous improvement.
• Ensure compliance with security, audit, risk, and regulatory requirements. CMDB, Asset Management & Data Quality
• Drive CMDB governance and data quality initiatives to improve service visibility, operational effectiveness, and decision-making.
• Ensure platform data integrity, compliance, and alignment with enterprise asset and configuration management practices.
• Collaborate with Technology teams to improve service mapping, asset visibility, and operational reporting.
• Support the ongoing maturity of Service Management and Asset Management capabilities across the organisation. Platform Growth, Innovation & Automation
• Identify and implement opportunities to leverage ServiceNow platform capabilities, workflow automation, and AI-driven features to improve business outcomes.
• Drive innovation and process optimisation across technology and business workflows.
· Partner with Architecture and Engineering teams to ensure ServiceNow remains scalable, sustainable, and aligned to future-state technology direction.
• Promote a culture of continuous improvement through automation, simplification, and operational excellence. Vendor, Commercial & Financial Management
• Manage strategic relationships with ServiceNow, implementation partners, managed service providers,



and other platform vendors.
• Oversee licensing, platform contracts, and commercial arrangements to maximise value and performance.
• Develop business cases and investment proposals supporting platform enhancements and growth initiatives.
• Manage platform budgets, forecasting, and financial planning activities. Leadership & Stakeholder Engagement
• Provide leadership, coaching, and direction to ServiceNow administrators, developers, analysts, and platform specialists.
• Build and develop a high-performing ServiceNow capability aligned to business priorities and future platform needs.
• Communicate platform strategy, performance, risks, and opportunities to senior stakeholders.
• Influence decisions to ensure ServiceNow investments align with enterprise objectives and deliver measurable value.
• Contribute to executive-level reporting on platform health, adoption, capability maturity, and value realisation. What you’ll bring:
• Proven experience leading and managing enterprise-scale ServiceNow platforms in complex environments.
• Strong understanding of IT Service Management (ITSM) and ITIL frameworks.
• Demonstrated experience leading technical teams and developing platform capabilities.
• Experience delivering ServiceNow upgrades, enhancements, integrations, and transformation initiatives.
• Strong knowledge of ServiceNow modules including ITSM, ITAM, CMDB, Employee Centre, Service Catalogue, Knowledge Management, and HR Workflows.
• Experience establishing platform governance, development standards, and operational support models.
• Robust stakeholder management, communication, and relationship-building skills.
• Commercial acumen with experience managing vendors, contracts, licensing, and technology investments.
• Strong analytical, problem-solving, and decision-making capabilities.
• Experience working in regulated environments and managing risk, audit, and compliance obligations.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Developer (CAD), or Certified Implementation Specialist qualifications highly regarded.

📌 ServiceNow Platform Lead (Melbourne)
🏢 FPT Software
📍 Melbourne