ServiceNow CSM Leader

Slalom

Slalom

Houston, TX

Posted 4 days ago


At Slalom, we're seeking a seasoned leader to drive our ServiceNow Customer Service Management (CSM) capability forward. As the ServiceNow CSM Leader, you'll be responsible for defining and executing the strategic vision for this global capability.

Key Responsibilities

  • Define and execute the strategic vision for the ServiceNow CSM capability globally
  • Collaborate with senior leaders to align investments, talent, and go-to-market priorities
  • Build and evolve offerings with a strong emphasis on CSM modules

Client Engagement & Delivery

  • Act as a trusted advisor to clients, understanding their business needs and translating them into actionable ServiceNow solutions
  • Collaborate with clients to develop long-term relationships and provide exceptional service
  • Lead teams on strategic engagements, ensuring quality delivery and supporting team growth and meaningful work

Business Development

  • Identify and pursue new client opportunities in collaboration with account and market leaders
  • Shape proposals, lead solutioning, and support go-to-market campaigns
  • Bring compelling storytelling abilities to communicate ServiceNow's value proposition

Team Leadership

  • Manage a team of ServiceNow consultants, architects, and developers
  • Inspire, mentor, and guide the team to achieve high performance, continuous improvement, and professional growth
  • Collaborate with Talent Acquisition to set talent strategy and recruit appropriate talent

Solution Innovation & Quality Assurance

  • Oversee solution design to ensure alignment with client goals, ServiceNow best practices, and Slalom standards
  • Champion quality, scalability, and long-term client success
  • Stay ahead of the curve on ServiceNow product roadmap and ecosystem changes

Operational Leadership

  • Manage the team to achieve revenue and utilization goals
  • Ensure appropriate business rigor for managing pipeline, staffing, project margin

Requirements

  • Minimum 8 years consulting experience with a focus on building capabilities, client engagement, client delivery, business development, account management, and partner alliance management
  • Deep domain expertise in ServiceNow with a proven track record of leading CSM-focused implementation projects
  • Ability to support a practice vision and work with practice leaders and experts to build a viable solution for client needs
  • Experience managing a consulting practice to successful business metrics
  • Experience managing and navigating the ServiceNow partner ecosystem
  • Active ServiceNow certifications required
  • Strong leadership skills with the ability to inspire and lead a team
  • Strategic thinking with a bias for action and outcomes
  • Demonstrated ability to grow teams, develop talent, and lead distributed workforces
  • Proven track record of client/employee satisfaction
  • Ability to think strategically and solve complex business problems
  • Strong executive presence and client advisory skills
  • Proven leadership of ServiceNow engagements with a focus on CSM modules
  • A demonstrated commitment to continuous learning and professional growth
  • Willingness to travel up to 50%
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