HEAD OF SERVICENOW

Head of ServiceNow Practice, North America 539996

Location: USA (Remote/Hybrid, with travel across North America)

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Job Summary

As the Head of ServiceNow Practice, you will lead the North American ServiceNow consulting business, aligning with global strategy and driving growth, delivery excellence, and customer satisfaction. This role is responsible for business growth, offering development, delivery excellence, margin management, team leadership, and strategic customer engagement, while managing a high-performing team of ServiceNow-specialized sales and practice managers. The successful candidate must have deep ServiceNow North America partner relationships and networks, with a proven track record working with joint go-to-market strategies with ServiceNow and associated ecosystem partners.

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Key Responsibilities

Practice Leadership & Strategy

• Define and execute the regional ServiceNow practice strategy aligned with global objectives.
• Own the North American ServiceNow revenue growth and billability targets.
• Support global practice in development of strategic roadmaps for ServiceNow offerings including ITSM, ITOM, HRSD, CSM, and industry solutions.
• Partner with cross-functional leaders (Sales, Delivery, Innovation) to create go-to-market strategies.
• Work with ServiceNow alliance team to drive partner relationship and joint GTM planning and growth with ServiceNow.
• Team Management & Development
• Lead, mentor, and grow a team of ServiceNow sales leads, delivery managers, and solution architects.
• Develop competency plans to upskill consultants in emerging ServiceNow technologies.
• Promote a high-performance culture that emphasizes accountability, quality, and client success.
• Sales & Business Development
• Drive ServiceNow revenue growth across new and existing clients.
• Enable ServiceNow-focused sales campaigns in coordination with regional sales teams.
• Guide pursuit teams in developing winning proposals and customer presentations.
• Support C-level engagement and strategic client account planning.

Delivery Oversight

• Ensure high-quality, on-time, and within-budget ServiceNow project delivery.
• Act as executive sponsor for key ServiceNow programs and large transformation initiatives.
• Oversee project governance, risk management, and client satisfaction metrics.
• Innovation & Offerings Development
• Collaborate with global COEs to enhance ServiceNow solution offerings and accelerators.
• Drive the development of industry-specific ServiceNow templates and methodologies.
• Monitor trends in the ServiceNow ecosystem and integrate new capabilities into the practice.
• Solution Architecture Responsibilities
• Provide high-level architectural oversight for ServiceNow implementations.
• Define scalable and secure architecture frameworks aligned with enterprise standards.
• Collaborate with solution architects and technical leads to ensure design integrity.
• Review and approve architecture for complex integrations and workflows.
• Drive innovation in architecture leveraging ServiceNow platform capabilities.

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Key Performance Parameters (KPIs)

• ServiceNow Practice Revenue Growth (% YoY)
• Gross Margin & Profitability
• Client Satisfaction (CSAT/NPS)
• ServiceNow Project Delivery Success Rate (% on-time/budget)
• New Business Wins (deal size, pipeline velocity)
• Team Utilization and Employee Retention
• ServiceNow Alliance & GTM Success Metrics (e.g., joint wins)

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Required Skillset & Experience

Leadership & Strategic Skills

• 15+ years in IT consulting, with at least 5 years in a senior leadership role focused on ServiceNow.
• At least 8 years of deep solution architecture experience, with proven ability to design scalable ServiceNow solutions.
• Proven track record managing P&L and large cross-functional teams.
• Executive presence with experience engaging CxO-level clients.
• ServiceNow Domain Expertise
• Deep knowledge of ServiceNow platform including ITSM, ITOM, HRSD, CSM, and App Engine.
• Familiarity with ServiceNow integrations, automation, and industry-specific solutions.
• Understanding of ServiceNow sales, licensing, and ecosystem partnerships.

Sales & GTM Acumen

• Strong ability to lead sales pursuits and develop strategic proposals.
• Experience working with business development and marketing to generate pipeline.
• Delivery & Quality Focus
• Solid background in ServiceNow program management and delivery governance.
• Ability to troubleshoot and de-risk complex project scenarios.

Soft Skills

• Excellent communication, negotiation, and stakeholder management skills.
• Entrepreneurial mindset with a bias for execution.
• Collaborative leadership style fostering cross-functional alignment.
• Relevant Technical Skills
• ServiceNow Architecture & Design
• Integration frameworks (REST, SOAP, APIs)
• Workflow automation and orchestration
• ITIL processes and best practices
• Cloud platforms (AWS, Azure)
• Security and compliance in ServiceNow implementations

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Education & Certifications

• Bachelor’s Degree in Engineering, Business, or related field (MBA preferred).
• ServiceNow certifications (CIS, ITSM, PMP, or TOGAF – a plus).