ServiceNow Practice Lead - ITOM/ITSM

Description :

Role Overview :

This leadership role will be responsible for strategic direction, solution architecture, delivery excellence, and team development across the ServiceNow IT Operations Management (ITOM) and IT Service

Management (ITSM) domains.

The ideal candidate will have deep expertise in ServiceNow implementation, strong customer engagement skills, and proven experience in building and scaling a high-performing ServiceNow delivery team.

Key Responsibilities :

- Define and execute the strategic roadmap for the ServiceNow practice with a focus on ITOM and ITSM.

- Build and mature the ServiceNow Center of Excellence (CoE), including frameworks, best practices, accelerators, and reusable assets.

- Drive business growth through pre-sales support, proposal development, solution presentations, and client workshops.

- Collaborate with business development teams to identify and qualify new ServiceNow opportunities.

- Establish delivery standards, governance models, and KPIs to ensure consistent, high-quality project outcomes.

- Oversee and guide end-to-end implementations of ServiceNow ITSM and ITOM modules.

- Serve as a technical thought leader, providing architectural direction, design validation, and best-practice recommendations.

- Ensure adherence to ServiceNow implementation methodologies and alignment with client requirements.

- Review complex configurations, integrations, and custom developments to maintain platform integrity and performance.

- Partner with ServiceNow and other ecosystem vendors to leverage the latest product capabilities and innovations.

- Build and lead a high-performing ServiceNow delivery teamincluding developers, architects, and consultants.

- Mentor team members, define career paths, and foster continuous learning and certification.

- Promote a culture of innovation, collaboration, and accountability within the practice.

- Act as a trusted advisor to clients, translating business objectives into scalable ServiceNow solutions.

- Manage stakeholder expectations, project timelines, and deliverables to ensure customer satisfaction.

- Support ongoing client relationships to identify opportunities for platform expansion and improvement.

Required Qualifications & Skills :

- Bachelors or Masters degree in Computer Science, Information Technology, or related field.

- 8+ years of overall IT experience with 7+ years in ServiceNow implementations and architecture.

- Proven experience leading large-scale ITSM and ITOM projects across multiple clients or verticals.

- In-depth understanding of:

- IT Service Management (ITSM): Incident, Problem, Change, Request, CMDB, Knowledge.

- IT Operations Management (ITOM): Discovery, Event Management, Service Mapping, Orchestration, Cloud Management.

- Strong technical expertise in ServiceNow architecture, integrations (REST/SOAP APIs, MID servers), and scripting (JavaScript, Glide).

- Experience in ServiceNow platform upgrades, performance tuning, and governance.

- Hands-on experience with ServiceNow Flow Designer, IntegrationHub, CMDB modeling, and Discovery Patterns.

- Excellent leadership, communication, and stakeholder management skills.

- Strong understanding of ITIL processes and best practices.

- Experience managing onshore/offshore delivery models