ServiceNow CRM & Customer Operations Lead; CSM​/FSM

UK Wide Hybrid | Permanent | £75,000-£90,000 + Bonus + Benefits

Have you designed case management, service operations or customer workflows on Service Now, and want to help shape a new practice from the ground up?

A major global transformation consultancy is building a dedicated Service Now CRM and Customer Workflows capability in the UK, and this is one of the first hires into it.

That means this isn't a role where the playbook is already written. You'll join at a stage where how the capability works, what it offers and how it goes to market are still taking shape, and you'll have real input into all of it. You'll do that alongside client work that runs end to end: getting into a client's service operations, designing a better operating model and building the business case, then staying with the programme through delivery to make sure what gets built actually achieves what was designed.

• Advising clients on Service Now as a CRM platform, covering Customer Service Management (CSM), Field Service Management (FSM), Sales & Order Management and the wider Customer Workflows portfolio
• Leading discovery workshops with service, operations and technology leaders
• Redesigning case management, contact centre, self-service, omnichannel and field service operating models
• Shaping AI-enabled service using Now Assist, AI Agents, Agent Assist and knowledge automation
• Supporting order-to-activation and Sales & Order Management, particularly for telecoms and technology clients
• Building roadmaps and business cases, and presenting to COO, Chief Customer Officer and CIO-level stakeholders
• Acting as functional and design lead through delivery: translating the target operating model into Service Now workflow designs and working closely with implementation teams
• Owning solution quality and governance on programmes, so that delivery stays tied to the business outcomes agreed at the start
• Supporting proposals, pre-sales and client pitches
• Helping shape the practice from early on: contributing to its offerings, accelerators, go-to-market approach and thought leadership, and helping it grow as demand builds

Hands-on Service Now experience is essential. Salesforce or Dynamics experience is useful context, but not a substitute. Strong candidates are likely to be:

• Service Now CSM or FSM consultants and architects at a partner, SI or consultancy
• Service Now consultants with strong case management or service design experience from adjacent workflows, such as HR Service Delivery, Telecom Service Management, Enterprise Service Management or customer-facing service desks, who want to specialise in customer operations
• Client-side Service Now leaders, such as platform owners, product owners or heads of Service Now, who have rolled out or scaled CSM or case management inside an enterprise

• Hands-on Service Now experience. CSM, FSM or case management is ideal, but you don't need to know every module.
• An understanding of how service operations run day to day: case handling, queues, service levels (SLAs), agent experience, self-service and operational performance
• A track record of building something, not just delivering against a playbook. That could be standing up a Service Now centre of excellence, growing a practice or team, launching an offering, or owning a platform roadmap.
• Confidence with senior business stakeholders, not just IT
• Some exposure to pre-sales, proposals or shaping business cases
• Experience seeing Service Now programmes through delivery, ideally in a functional lead, solution design or design authority role
• Around 10 years or more in Service Now, service operations or transformation roles

An early hire, not a later addition: you'll join while the capability is being formed, so your experience and ideas can influence its direction

Room to grow with it: as the practice grows, there's scope for your role to grow with it

Backed by an established consultancy: you'll have the brand, client relationships and senior support of a major firm, without being slotted into a fixed structure

At the edge of Service Now's roadmap: you'll get real exposure to AI-enabled customer and field service

Strategy and delivery, not one or the other: you'll work with senior stakeholders from day one and see programmes through, rather than handing over at the business case or picking up someone else's design

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.