ServiceNow CSM Leader

Job Description

Who You'll Work With

We are a dynamic collective of strategic thinkers and technology innovators dedicated to delivering meaningful business outcomes. We partner with clients to reimagine how work gets done, leveraging the ServiceNow platform not just as a tool, but as a strategic enabler of enterprise agility, operational excellence, and human-centered design.

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. You will be responsible for leading a team of ServiceNow consultants, architects, and developers, ensuring that we deliver world-class solutions to our clients.

What You'll Do

• 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).

Responsibilities

• 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.

Requirements

• 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.
• Ability to support a practice vision and work with practice leaders and experts to build a viable solution for the client's needs.
• Experience managing a consulting practice to successful business metrics.
• Active ServiceNow certifications required.
• Strong leadership skills with the ability to inspire and lead a team.
• Demonstrated ability to grow teams, develop talent, and lead distributed workforces.

About Us

We are a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life.