ServiceNow Director

Critical Service Now Director

Service Now Director

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

Business Development:

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.

Delivery Oversight:

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:

People management including hiring, mentoring, performance appraisals of reporting team

Identifying training opportunities to build competency for the industry/region

Practice Growth:

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

Qualifications:

12+ years of experience in client-facing roles, Client 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 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