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Group Leader, ServiceNow Platform

McKinsey & Company

McKinsey & Company

Bengaluru, Karnataka, India · Gurugram, Haryana, India
Posted on Monday, December 18, 2023
The McKinsey recruiting team will be celebrating the holidays and there will be no online application support available starting December 22nd, regular support would resume by January 8th. Please refer to this site https://www.mckinsey.com/careers/application-faq for frequently asked questions. Thank you and wishing you happy holidays!
Technology & Digital

Group Leader, ServiceNow Platform

Who You'll Work With

You will be based in our Gurgaon or Bangalore office as part of our Tech Ecosystem team.
You will work with our leadership, product managers, software engineers, architects, and various platform teams. You’ll be leading one of the user-facing groups, with the mission of making our colleagues more productive by putting firm services at their fingertips and supporting a set of world class IT Service Management processes. This group’s objective is to reduce the cognitive load on all colleagues in accessing services they need whilst improving the efficiency and effectiveness of the organizations that serve them.

What You'll Do

With your leadership expertise, you’ll develop the firm’s strategy towards using ServiceNow, advocating for and influencing senior leaders in pursuing that strategy. You will create the vision for Service Management journeys that cross the firm’s functional siloes and drive the cross functional prioritization of work for the group. In this role you’ll bring continuous innovation in our products and architecture e.g., migration to cloud, a security-first mindset, use of AI/ML in our capabilities, etc. You will build a Product Roadmap that moves the firm from basic ticket management to advanced service management.
You will nurture a healthy relationship with the firm leadership team like partners and other sponsors, ensure team and group goals support/deliver against McKinsey goals. You will advise and influence functional leaders on the philosophy, policy, operating model and process changes they will need to make to land the impact of Service Management.
With your expertise you will shape the group's vision with product managers, technical leads, design leads and other group/SME roles and you will ensure teams have missions that aggregate coherently, aligning team OKRs with group level OKRs.


  • 15+ years of IT experience with bachelor's/master's degree from college/university in technology related field
  • Understanding of Shared Services/ServiceNow along with extensive work experience in product and service operations
  • Extensive knowledge and experience in product and service operations
  • Experience in applying strategic mindset with understanding of inter-dependencies within organization
  • Data-driven decision maker with expertise in fact-based decision making (both in day-to-day management and in contributing to strategic planning)
  • Strong user-centric development/design expertise; experience in applying techniques such as journey-maps and value-stream maps
  • Ability to navigate and manage different stakeholders with competing priorities
  • Extremely strong problem solving and structured thinking
  • Storytelling to inspire a set of partners/function leaders and the group members at the same time
  • Catalyst and empathetic people leadership style
  • Passionate about maximizing user value; continuously seek and improve upon user engagement models and feedback loops
  • Deep curiosity about industry trends and innovation opportunities
Apply Now

FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.

FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites.

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Job Skill Code - DOPM - Director of Product Management
Function - Technology
Industry - High Tech
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