ServiceNow CSM Leader

Job Description

Slalom is 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.

The ideal candidate will have a deep understanding of ServiceNow and a proven track record of delivering exceptional solutions. They will be responsible for leading a team of ServiceNow consultants, architects, and developers, ensuring that we deliver world-class solutions to our clients.

The key responsibilities of this role include:

• Capability Leadership, Growth and Strategy:
• 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).
• Client Engagement & Delivery:
• 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.
• 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 a compelling storytelling ability 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 team 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.