ServiceNow Director

Job Description Customer Engagement & Relationship

• Building and maintaining strong, long-term relationships with clients at various levels, including CXOs.
• Serving 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

• Managing the revenue and profit targets for the assigned accounts to ensure profitable growth.
• Developing long-term strategic roadmaps for clients and creating account plans to align with their business goals.
• Develop client engagement strategies and roadmaps for Service Now adoption for existing customers
• Identifying and pursuing new business opportunities, creating proposals, responding to RFPs/RFIs, and driving revenue growth within assigned accounts.

• Working closely with internal teams, such as sales, marketing, and delivery, to ensure seamless client experiences and successful service delivery.
• Ensuring that the delivery of services meets client expectations, monitoring key account metrics, and ensuring high standards of governance.
• Proactively identifying and resolving client issues or challenges and managing 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 in the region to better position Service Now to solve enterprise and industry challenges

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

• Supporting practice initiatives and strengthening 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, acc ount 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 executive 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-$240,400