Our Company

Established in 1996 in Amsterdam, Booking.com has grown from a small Dutch start-up to one of the largest ecommerce companies in the world. Booking.com is the largest business within Booking Holdings (NASDAQ: BKNG) and accounts for the vast majority of Booking Holdings’ total revenue. Booking Holdings is a leading Fortune 500 e-commerce conglomerate with a market cap of approximately $115 billion.

With a mission to make it easier for everyone to experience the world, Booking.com invests in digital technology that helps take the friction out of travel. Booking.com connects travellers with the world’s largest selection of incredible places to stay, including everything from apartments, vacation homes, and family-run B&Bs to 5-star luxury resorts and even tree houses. The Booking.com website and mobile apps are available in over 43 languages, offer more than 29.5 million listings, including over 6.6 million homes, apartments, and other unique places to stay. So whether travelling for business or leisure, customers can instantly book their ideal accommodation quickly and easily, without booking fees and backed up by its promise to price match. Via the customer experience team, customers can reach Booking.com 24/7 for assistance and support in over 43 languages, any time of the day or night.

At Booking.com, we are all involved in making hundreds of decisions every day. The decisions we make are a reflection of our Values - they reflect what is important to us, both as individuals and as an organization.

When we use our Values to make decisions, we make a deliberate choice to focus on what is important. When Values are made explicit, they provide clarity on what “good” looks like. And when they are shared, they build unity in a group. They build culture.

Think customer first. We obsess about adding value for our customers - guests, partners, colleagues - to make it easier for everyone to experience the world.

Own it. We deliver on our promises, make informed decisions and prioritize to get the important things done today.

Learn forever. We are resilient, take time to reflect, and seek to learn – from colleagues, from the outside world and from our failures.

Succeed together. We celebrate team success, through making connections, building trust and valuing the diverse perspectives of others.

Do the right thing. We get the right results the right way. For each other, our communities and the world around us.

Profile

The Director of Technology - ServiceNow Platform is an experienced and technology-driven leader to define and manage the processes and technology that delivers a secure, consistent and productive platform for our various business units.

Overall this team provides centralized service and support for the implementation of the ServiceNow Platform into Booking.com. While smaller business focused teams might exist in some of the business units that work on ServiceNow configuration as it relates to each business units unique need. All major changes to the platform are coordinated with this centralized Platform team; including providing the governance and oversight across how the platform grows and is built upon.

Responsibilities

• Set and implement our company strategy on use of the ServiceNow Platform, a critical component of our technical foundation for a global workforce.
• Define best practices for build, test, and deployment of changes to ServiceNow that the entire company would follow. Create or leverage existing company technology solutions, mechanisms, and processes to implement these standards across stakeholder teams.
• Create and own a strong company-wide governance structure that leverages stakeholders and peer groups that will define frameworks for teams to operate within and build against the ServiceNow Platform.
• Will own the long term vision and direction for the PaaS model that drives how we solution IT Asset Management, IT Operations Management , Change Management, and many other developing capabilities being explored (system change tracking, law-enforcement engagement tracking/workflow, etc) by various business units (BHFS, Finance, Risk & Compliance, HR, etc). Today this is building up ServiceNow as a platform to deliver these capabilities, however in the future it can involve into alternative or additional service platforms.
• The role will require creativity when dealing with internal customers and understanding business requirements and navigating complex structures and systems. Driving impact into the business. In some cases the answer to a customer is no, or wait. And this might not always be what the customer wants to hear, but it is what is best for the company (by being less wasteful or a distraction from more critical work). Or coordinating multiple requests that might overlap a shared to-be-built capability to achieve best value.
• Bringing industry trends and best practices into Booking for a space that Booking has fallen behind in industry standards.
• Establish a strong sense of ownership and stewardship of the ServiceNow Platform within the team. Focusing on appropriate business OKRs, and operational KPIs to measure the team's capabilities.
• Develop a sustainable, high performance organization which listens to the customer needs, brings innovative ideas and technology to the discussion, and mechanisms to deliver on predictable schedules year over year.
• Lead a multi-disciplinary organization and build a strong leadership bench. Coach, develop and mentor.
• Manage the lifecycle for our tools and technologies from launch to deprecation, mapping investments in new technology to business impact and requirements.
• As a business partner, provide a strategic path to the future, through continuous dialogue with key stakeholders aligned with the strategic business priorities. Build alignment around simplified strategic technical objectives across multiple business units and teams.
• Responsible for fiscal planning for the team and the overall ServiceNow Platform
• This role would own most of the contribution to the Asset & Change Excellence (ACE) Program, which is a ‘Central Tech (CT) Must-Do’ objective tracked at the CT Leadership level with updates to the Board of Directors.

Profile

• Degree in Computer Science or a related technical field; Masters or higher preferred.
• Industry experience at fast moving, innovative global technology companies; extensive years of ServiceNow leadership experience within with demonstrated success.
• Experience running global teams and supporting a global workforce.
• Experience leading managers and multi-disciplinary teams of technical product managers that own design, and business application development and SRE functions that own “build and operate” within the ServiceNow platform stack.
• Knowledge and curiosity for the latest trends in ServiceNow related technologies, and an understanding of how they are being applied successfully at scale.
• Deep understanding of the ITIL Framework and how modern companies leverage ITAM, ITOM, and other best practices from the framework.
• Excellent communication skills; excellent written and verbal proficiency to present complex technical topics to product and business leaders in the relevant language to their organizations.

This role is Career Level I, for more information please refer to the Global Internal Hiring Policy