Associate Director - Software Engineering

Providence India was established in February 2020 in Hyderabad to bring to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation and play a vital role in driving digital transformation for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.

We strive to be at the forefront of healthcare technology and are looking to expand our capacity and capability to deliver enhanced healthcare solutions. Our global development center will focus on engineering, development, project management, cyber security, cloud, ERP, modern infrastructure, Epic services, data intelligence, digital innovation, application services and support, and healthcare consulting. Visit us at www.Providence.in to know more about Providence India

The Opportunity

As the Associate Director – ServiceNow Engineering, you will lead the strategy, development, and operations of ServiceNow as a foundational enterprise platform across Providence. You will drive digital transformation, foster innovation, and ensure the delivery of seamless, modern experiences for caregivers and internal stakeholders. This role requires a blend of technical expertise, strategic vision, and inspirational leadership to build and grow high-performing teams and deliver transformative solutions.

Key Responsibilites

Leadership Mandate & Key Impact Areas

• Shape and execute the transformation of ServiceNow into a foundational enterprise platform, directly advancing Providence’s mission to engineer the future of healthcare.
• Deliver technology solutions that not only streamline operations but also tangibly improve caregiver effectiveness and, ultimately, patient outcomes—ensuring every innovation is grounded in the realities and complexities of healthcare delivery.
• Lead multidisciplinary engineering teams to pioneer modern, scalable, and secure digital services, embedding best practices that support both clinical and operational excellence.
• Forge deep partnerships with IS leaders, clinicians, and business stakeholders to co-create service models and technology strategies that address regulatory requirements, data integrity, and the unique needs of a healthcare environment.
• Champion a culture of innovation, automation, and continuous improvement, ensuring that every advancement in ServiceNow capability translates into measurable value for caregivers and patients.
• Serve as a senior escalation point for critical challenges, balancing the priorities of diverse stakeholder groups and ensuring rapid, effective solutions that uphold the highest standards of care and compliance.
• Invest in building a resilient, high-performing engineering organization, equipping teams to respond to the evolving demands of healthcare technology and to drive meaningful, system-wide impact.
• Develop a prioritized multi-year roadmap to build an integrated best-in-class, automated, centralized, governed, and reliable, cloud-first enterprise data platform that delivers transformative solutions. Determine the investments necessary in terms of people and technology to achieve these objectives.
• Align existing cross-organizational teams and initiatives under an innovative, common vision; strategy; and approach for the Providence enterprise.
• Build and maintain strategic partnerships with external relevant partners to advance Providence capabilities and leadership position in healthcare and technology industries.
• Anticipate changing demands from the Providence organization and business environment and creatively realign data and analytics objectives as needed to align with organizational strategic objectives.
  
  
  

• Develop and execute a multi-year roadmap for ServiceNow as a best-in-class, automated, centralized, and reliable enterprise platform.
• Drive strategy and initiatives to transform ServiceNow into a core enabler for Providence’s digital vision.
• Align cross-organizational teams and initiatives under a unified vision and approach for ServiceNow and related platforms.
• Build and maintain strategic partnerships with external vendors and technology leaders.
• Participate in Providence strategic planning and development in conjunction with other senior leaders.
• Make decisions about engineering tools, processes, and technology investments.
• Anticipate changing business needs and realign objectives as required.
  
  
  

• Ensure optimal caregiver experience for ServiceNow services across the organization.
• Lead product-focused, scrum team design and develop solutions for complex use-cases.
• Serve as a technical expert on ServiceNow architecture, design, and best practices.
• Oversee reporting and data quality standards, ensuring compliance and reliability.
• Deliver services with a focus on user experience, minimizing impact and supporting successful adoption of changes.
• Define, measure, and monitor ServiceNow services, continuously innovating for seamless experiences.
• Oversee Agile sprints and progress of ServiceNow developers and engineers.
• Define and implement policies, processes, and procedures for the governance and management of data.
  
  
  

• Attract, retain, and develop world-class engineering talent, with a focus on US healthcare and provider space.
• Having experience with innovative mindset in bringing automation into some of the routine Clinical operations focusing on driving higher productivity and efficiency.
• Foster an innovative, agile, and inclusive culture aligned with Providence’s mission and values.
• Provide coaching, feedback, and career development for team members.
• Manage performance with respect to budget, objectives, and customer expectations.
  
  
  

• Participate in strategic planning and development with other senior leaders (also overlaps with Strategic Leadership).
• Partner with IS leaders across Providence to define service models, reporting mechanisms, and drive engineering process improvements.
• Collaborate with DevOps, SRE, and other engineering teams to implement best practices and transform architecture, policies, and culture.
• Serve as an escalation point for internal customer support and product teams.
  
  
  

• Collaboration and Influence : The executive must be able to build strong and enduring relationships across the organization and facilitate collaborations, transparent communications, and alignment between diverse constituents. S/he must have the ability to move seamlessly between various stakeholders, gaining support for key initiatives.
• Driving Results : Knows how to get things done in the organization; successfully mobilizes people, processes, culture and technology. Effectively navigates relationships and organizational politics within a matrixed organization.
• Inspirational Leader : Demonstrates emotionally intelligent leadership and interactions. Courageously communicates and inspires an ever evolving and changing organization. Is action-oriented; consciously and effectively urges others toward the goal.
• People Focused : Clearly sets direction and expectations for direct reports and holds them accountable for results. Provides feedback and coaching to both good performers and under-performers. Conscientiously builds a diverse talent pipeline of highly capable caregivers. Demonstrates the value of diversity and inclusion in leadership efforts.
• Thought Leader : Knowledgeable about current business and healthcare practices. Capable of critical operational and financial analytics. Leverages best business practices to solve problems. Leverages strategies that grow and develop the organization. Stays on top of emerging business and healthcare trends. Thinks innovatively and facilitates creativity in others. Is mentally agile; “thinks well on their feet.” Introduces break - through thinking, enabling new mental models to emerge.
  
  
  

• Bachelor’s/ master’s degree in computer science/ technology
• 15+ years of technology/ engineering experience along with people & leadership experience technical roles with people management and leadership experience
• 12years of hands-on technical experience in ServiceNow Platform (ITSM, ITOM, GRC/ IRM, Nuvolo)
• 10 years of technical management with Power BI, Data Warehouse, API integration, and data quality services.
• Extensive experience with Microsoft technologies, especially Azure and PowerApps.
• Proven track record in digital transformation, DevOps, automation, and innovation initiatives.
• Deep knowledge of Agile software development methodologies.
• Experience in people leadership, handling large teams, and complex transformation programs.
• Strong vendor management and negotiation skills.