Director of Expert Services, ITAM and ITOM

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

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As part of Delivery Excellence, our ITAM (IT Asset Management) and ITOM (IT Operations Management) Services teams empower enterprises to optimize their technology investments, strengthen operational resilience, and drive business value across their critical IT domains. We partner closely with customers to drive adoption of asset optimization, operational excellence, governance, compliance, and demonstrable cost savings through our ITAM and ITOM product portfolios.

As Director, ITAM and ITOM Services (Americas), you will establish the strategic vision and drive the execution of our ITAM and ITOM practice across the United States and Canada. You will lead a team of senior-level technical consultants and Business Process Consultants (BPCs) while defining practice strategy, market positioning, and competitive differentiation. You will be instrumental in expanding the Service Now ITAM and ITOM footprint, establishing delivery excellence as a competitive advantage, cultivating deep customer relationships, and maximizing customer value realization in the asset management and operations domains.

• Define and articulate the strategic direction for ITAM and ITOM Services across the Americas, establishing clear market positioning, competitive differentiation, and long-term growth objectives that align with Service Now's broader business strategy.
• Develop and execute a comprehensive business plan for ITAM and ITOM Services, forecasting market opportunities, identifying expansion vectors within key customer segments, and establishing measurable KPIs to drive practice performance and revenue growth.
• Lead strategic capability development initiatives and establish ITAM and ITOM as a recognized thought leader in the industry, positioning Service Now as the preferred partner for enterprise asset optimization and operations excellence.
• Stay informed of ITAM and ITOM trends, customer landscape changes, regulatory requirements, and emerging opportunities in IT operations and asset governance to shape practice strategy and enhance Service Now portfolio positioning.

• Provide visionary leadership and active mentorship to your team of technical consultants and BPCs, fostering a high-performance delivery culture centered on customer success, innovation, and continuous improvement.
• Manage delivery execution for a team of senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives while maintaining strict quality standards and delivery excellence.
• Establish and manage delivery quality standards spanning sales support through customer hyper-care, including oversight of internal resources and delivery partners to ensure consistent, world-class outcomes.
• Monitor key delivery metrics and team performance, using data-driven insights to improve operational efficiency, service excellence, consultant productivity, and practice profitability.

• Build and maintain executive-level relationships with key customer stakeholders, including Chief Information Officers, Chief Financial Officers, Chief Audit Officers, Infrastructure Directors, and business transformation leaders to shape strategic outcomes.
• Engage with senior customer leaders to design and guide ITAM and ITOM transformation roadmaps, optimize asset lifecycle processes, enhance operational visibility and control, and drive measurable business outcomes.
• Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally while serving as the escalation point for strategic customer issues.

• Drive strategic collaboration with cross-functional teams across Product, Sales, Customer Excellence Group (CEG), Marketing, Training, Sales Enablement, and Partner organizations to align on practice strategy and ensure seamless implementation.
• Lead strategic partnerships with Service Now technology and implementation partners, defining joint business goals, practice development priorities, and ecosystem growth initiatives.
• Mentor and guide Service Now ITAM and ITOM consultants and partner ecosystem resources, building organizational capability,…