Head Of Servicenow

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Location:

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

As the Head of Service Now Practice, you will lead the North American Service Now 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 Service Now‑specialized sales and practice managers. The successful candidate must have deep Service Now North America partner relationships and networks, with a proven track record working with joint go‑to‑market strategies with Service Now and associated ecosystem partners.

Practice Leadership & Strategy

• Define and execute the regional Service Now practice strategy aligned with global objectives.
• Own the North American Service Now revenue growth and billability targets.
• Support global practice in development of strategic roadmaps for Service Now 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 Service Now alliance team to drive partner relationship and joint GTM planning and growth with Service Now.

Team Management & Development

• Lead, mentor, and grow a team of Service Now sales leads, delivery managers, and solution architects.
• Develop competency plans to upskill consultants in emerging Service Now technologies.
• Promote a high‑performance culture that emphasizes accountability, quality, and client success.

Sales & Business Development

• Drive Service Now revenue growth across new and existing clients.
• Enable Service Now‑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 Service Now project delivery.
• Act as executive sponsor for key Service Now programs and large transformation initiatives.
• Oversee project governance, risk management, and client satisfaction metrics.

Innovation & Offerings Development

• Collaborate with global COEs to enhance Service Now solution offerings and accelerators.
• Drive the development of industry‑specific Service Now templates and methodologies.
• Monitor trends in the Service Now ecosystem and integrate new capabilities into the practice.

Solution Architecture Responsibilities

• Provide high‑level architectural oversight for Service Now 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 Service Now platform capabilities.

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

Leadership & Strategic Skills

• 15+ years in IT consulting, with at least 5 years in a senior leadership role focused on Service Now.
• At least 8 years of deep solution architecture experience, with proven ability to design scalable Service Now solutions.
• Proven track record managing P&L and large cross‑functional teams.
• Executive presence with experience engaging CxO‑level clients.

Service Now Domain Expertise

• Deep knowledge of Service Now platform including ITSM, ITOM, HRSD, CSM, and App Engine.
• Familiarity with Service Now integrations, automation, and industry‑specific solutions.
• Understanding of Service Now sales, licensing, and ecosystem partnerships.

Sales & GTM Acumen

• Strong ability to…