Director ServiceNow

Job Description Customer Engagement & Relationship

• Build and maintain strong, long-term relationships with clients at various levels, including CXOs.
• Serve as a primary point of contact and strategic advisor, providing insights on industry trends, best practices, and potential solutions to client challenges.
• Build confidence with TCS customers as the go‑to partner for any ongoing and upcoming Service Now engagements.

• Manage revenue and profit targets for assigned accounts to ensure profitable growth.
• Develop long‑term strategic roadmaps for clients and create account plans to align with their business goals.
• Develop client engagement strategies and roadmaps for Service Now adoption for existing customers.
• Identify and pursue new business opportunities, create proposals, respond to RFPs/RFIs, and drive revenue growth within assigned accounts.

• Work closely with internal teams to ensure seamless client experiences and successful service delivery.
• Ensure that the delivery of services meets client expectations, monitor key account metrics, and maintain high standards of governance.
• Proactively identify and resolve client issues or challenges and manage potential risks to client satisfaction and project delivery.
• Ensure delivery readiness for new account hand off from sales and solutions.
• Proactively identify areas of growth and accordingly craft a talent strategy comprising of sources like cross‑skilling, up‑skilling and external hiring.
• Govern MSP accounts with focus on license consumption, feature upgrades, platform adoption and joint positioning along with Service Now account executive/team.
• Collaborate with Industry & account teams to better position Service Now to solve enterprise and industry challenge.

• People management including hiring, mentoring, performance appraisals of reporting team.
• Identify training opportunities to build competency for the industry/region.

• Support practice initiatives and strengthen Service Now capabilities in the region.
• Provide inputs for offerings build and innovation.
• Enable positioning of TCS as a leading partner of Service Now in the region, by participating in regional events, publishing white papers, leading industry PoV.

• 12+ years of experience in client‑facing roles, account leadership, or delivery management.
• 7+ experience in Service Now modules (ITSM/ITOM/HRSD/CSM/S2P/Sec Ops).
• Strong experience with the global service delivery model.
• Proven ability to lead and motivate teams.
• Stakeholder management, Communication and organizational navigation skills.
• Ability to build and maintain strong relationships with clients and internal stakeholders.
• Hands‑on experience creating and delivering winning proposals and presentations.
• Business Development experience (direct, GTM and Partners) with Experience in supporting new business & account growth.
• Outstanding interpersonal abilities for handling relationships with customers, market teams, and internal experts.
• Strong exec presence and the ability to present compellingly to C‑level executives and senior business/technology leaders.
• Financial acumen and budget management experience.
• Strong influential personality with effective negotiating skills.
• Ability to shape, adapt and improve processes.
• Market connects and Solution/Pre‑Sales capabilities.
• Excellent communication, interpersonal, and presentation skills.
• Industry‑sector experience, analytical capability, and Service Now solution advisory.
• Ability to deal with ambiguity, problem solve, take ownership.

Salary Range: $183,100 – $240,200

Seniority level:
Director

Employment type:

Full‑time

Job function:
Information Technology

Industries: IT Services and IT Consulting

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