ServiceNow CSM Leader

Join Our ServiceNow Team as a CSM Leader

We are seeking an experienced consulting leader to lead our global ServiceNow capability. 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. If you are a passionate leader with a deep understanding of ServiceNow and a track record of delivering exceptional solutions, we invite you to join our team and drive the success of this growing capability.

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.
• 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, inspiring, mentoring, and guiding them 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.
• Stay ahead of the curve on ServiceNow product roadmap and ecosystem changes.
• Manage the team to achieve revenue and utilization goals, ensuring appropriate business rigor for managing pipeline, staffing, project margin.

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.
• Experience managing and navigating the ServiceNow partner ecosystem.
• Active ServiceNow certifications (e.g., CIS, CSA, etc.) 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 (Customer Service Management) modules.
• A demonstrated commitment to continuous learning and professional growth.
• Willingness to travel up to 50%.