ServiceNow Customer Service Management Executive

Customer Service Management Leader

We are seeking a dynamic and experienced consulting leader to spearhead our growing global ServiceNow capability. As the leader for our ServiceNow capability, you will play a pivotal role in driving growth, excellence, and innovation within our 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.

About the Opportunity

• 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 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 teams 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
• Bring compelling storytelling ability to communicate ServiceNow's value proposition
• 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 industry standards
• Champion quality, scalability, and long-term client success
• Stay ahead of the curve on ServiceNow product roadmap and ecosystem changes
• Manage teams to achieve revenue and utilization goals

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-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
• Experience 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%

At our company, we foster an environment of collaboration and creativity, empowering our professionals to drive growth, deliver results, and make a meaningful impact.