ServiceNow CSM Leader

Job Description

About the Role

We are seeking a dynamic and experienced consulting leader to lead our growing global ServiceNow capability, taking it to new heights in the ever-evolving technology landscape. As the leader for our ServiceNow capability, you will play a pivotal role in driving growth, excellence, and innovation within our ServiceNow practice.

This is a unique opportunity to leverage your expertise in ServiceNow to drive business outcomes and make a significant impact on our clients' success.

Key Responsibilities

• Define and execute the strategic vision for the ServiceNow 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 (Customer Service Management).
• Act as a trusted advisor to our 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 team on some of our most strategic engagements, ensuring quality delivery and supporting team growth and meaningful work.
• Identify and pursue new client opportunities in collaboration with account and market leaders.
• Shape proposals, lead solutioning, and support go-to-market campaigns.
• Manage a team of ServiceNow consultants, architects, and developers.
• Inspire, mentor, and guide the team to achieve high performance, continuous improvement, and professional growth.
• Oversee solution design to ensure alignment with client goals, ServiceNow best practices, and Slalom standards.
• Champion quality, scalability, and long-term client success.

About You

We are looking for a seasoned professional with a passion for ServiceNow and a track record of delivering exceptional solutions. The ideal candidate will have:

• A minimum of 8 years of 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 (Customer Service Management)-focused implementation projects.
• 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.

What We Offer

At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all. Our employees enjoy a range of benefits, including:

• Meaningful time off and paid holidays
• Parental leave
• 401(k) with a match
• Range of choices for highly subsidized health, dental, & vision coverage
• Adoption and fertility assistance
• Short/long-term disability
• $350 reimbursement account for any well-being-related expenses
• Discounted home, auto, and pet insurance