Job Title : ServiceNow Competency Lead / Practice Lead

Experience : 815 Years

Location : Bangalore / Hyderabad / Pune / Chennai

Employment Type : Full-Time

About the Role :

We are looking for a highly experienced ServiceNow Competency Lead to drive the growth, governance, and delivery excellence of our ServiceNow practice. This role requires a strong techno-functional leader with deep expertise in ServiceNow, excellent stakeholder management capabilities, and the ability to build and scale a high-performing competency aligned with business objectives and market demands.

The ideal candidate will possess a balanced blend of technical expertise (60%) and functional consulting skills (40%), enabling them to bridge business requirements with innovative ServiceNow solutions while driving operational excellence and customer success.

Key Responsibilities :

ServiceNow Practice & Competency Leadership :

- Define and execute the ServiceNow competency roadmap aligned with organizational goals and market trends.

- Build, mentor, and grow a high-performing ServiceNow team through hiring, capability development, certification planning, and career progression initiatives.

- Establish governance frameworks, standards, best practices, and reusable assets across all ServiceNow engagements.

- Drive competency growth through innovation, accelerators, automation frameworks, and solution assets.

Delivery Governance & Excellence :

- Oversee successful delivery of ServiceNow implementation, transformation, and managed services engagements.

- Conduct solution reviews, architecture governance, peer reviews, and post-implementation assessments.

- Define and track key metrics including utilization, customer satisfaction, SLA compliance, certification coverage, and delivery quality.

- Manage escalations effectively and ensure timely resolution of critical business and technical issues.

Stakeholder & Client Management :

- Serve as the primary interface between business stakeholders, delivery teams, leadership, and technology partners.

- Build strong relationships with clients and provide strategic consulting aligned with business objectives.

- Lead stakeholder discussions, governance meetings, and executive reviews.

- Collaborate with ServiceNow and ecosystem partners to stay aligned with platform roadmaps and emerging capabilities.

Business Growth & Pre-Sales Support :

- Partner with sales, account management, and delivery teams to identify growth opportunities.

- Support solutioning, effort estimation, proposal development, and customer presentations.

- Drive cross-sell and upsell opportunities across existing customer engagements.

- Translate market trends and ServiceNow innovations into business value propositions.

Technical Leadership :

- Provide technical direction across ServiceNow implementations and enhancements.

- Define reference architectures, integration standards, deployment frameworks, testing strategies, and governance processes.

- Guide teams on platform scalability, security, CMDB governance, integrations, and performance optimization.

- Ensure adherence to ServiceNow best practices and enterprise architecture standards.

Required Skills & Experience :

Technical Expertise :

- 8+ years of experience in ITSM, Enterprise Service Management, or IT Operations environments.

- Minimum 5+ years of hands-on experience with ServiceNow implementations or managed services.

- Deep expertise in one or more ServiceNow modules :

1. ITSM

2. ITOM

3. CSM

4. HRSD

5. SecOps

6. ITBM/SPM

7. CMDB

8. Integration Hub

9. Flow Designer

Technical Competencies :

- Strong understanding of :

1. REST & SOAP APIs

2. MID Server

3. ServiceNow Integrations

4. CMDB Design & Governance

5. Service Mapping

6. Security & Performance Optimization

7. Enterprise Architecture Principles

Functional & Consulting Skills :

- Strong stakeholder management and consulting experience.

- Ability to align technology solutions with business objectives and industry trends.

- Experience managing governance, service delivery, and customer engagements.

- Strong understanding of digital transformation and enterprise ITSM frameworks.

Leadership & Soft Skills :

- Proven experience leading a ServiceNow Practice, Center of Excellence (CoE), or Competency Function.

- Strong people management, mentoring, and capability-building experience.

- Excellent escalation management and decision-making skills.

- Outstanding communication, presentation, and client-facing abilities.

- Bold, confident, and proactive leadership approach.

Preferred Qualifications :

- ServiceNow Certified System Administrator (CSA)

- Certified Implementation Specialist (CIS)

- Certified Application Developer (CAD)

- Certified Technical Architect (CTA) Preferred

- ITIL Foundation / ITIL Expert Certification

Success Measures :

- Growth and maturity of the ServiceNow competency.

- Delivery excellence and customer satisfaction scores.

- Certification and capability development targets.

- Practice utilization and revenue contribution.

- Governance effectiveness and SLA adherence.

- Successful onboarding, retention, and expansion of customer accounts.

Ideal Candidate Profile :

A seasoned ServiceNow leader with deep technical expertise, strong business acumen, and proven experience in building and scaling ServiceNow practices. The ideal candidate will be passionate about delivery excellence, stakeholder management, team development, and leveraging ServiceNow capabilities to drive business transformation and customer success.