ServiceNow Practice Leader

You will lead the overall strategy, operations, and performance of the global Service Now practice, ensuring alignment with business objectives and long‑term growth priorities. Your responsibilities will include:

• Practice Management:
  Lead and expand the practice globally, overseeing revenue growth, profitability, delivered margins, billable utilization, resource retention, and recruitment.
• Develop monthly operating plans and weekly forecasts covering backlog, committed and projected staffing demand, utilization, and revenue to achieve annual business targets.
• Talent Management:
  Define and execute the practice's talent strategy in collaboration with recruitment and talent development teams.
• Support hiring plans, onboarding, learning initiatives, professional development, and cross‑training opportunities.
• Coach and mentor team members, promote an inclusive environment, and strengthen leadership capabilities across the practice.
• Own the Service Now certification strategy, including major and minor certification priorities, and coordinate implementation with talent enablement teams.
• Service Now Partner Enablement:
  Work with partner enablement leadership to establish priorities, strengthen collaboration, and activate joint initiatives across internal and external teams.
• Collaborate with solutions leadership to align partner enablement activities with the overall solutions strategy.
• Strategic Sales:
  Support sales and pre‑sales teams in scoping opportunities, estimating delivery efforts, preparing proposals, and executing Statements of Work (SOWs).
• Coordinate pursuit quality assessments, identify commercial and delivery risks, and ensure appropriate mitigation plans are in place.
• Develop foundational sales and marketing materials to support the practice's positioning and growth.
• Review, approve, and sign practice‑related Statements of Work within established business guidelines.
• Risk Management:
  
  Assess and mitigate risks across delivery engagements to protect client satisfaction and project outcomes.
• Partner with delivery governance and capability leaders to conduct delivery quality assessments, establish mitigation plans, and manage escalations through recovery plans when required.
• Build strong relationships with clients, business partners, and internal stakeholders to support successful delivery and long‑term collaboration.

The ideal candidate brings extensive professional services leadership experience, a strong understanding of Service Now, and a proven ability to manage global teams and business performance. The following qualifications and capabilities are expected:

• Bachelor's degree.
• 14+ years of experience in professional services or consulting.
• 10+ years of experience in delivery management.
• 8+ years of people management experience.
• Proven profit and loss (P&L) management capabilities and experience overseeing business performance.
• Demonstrated experience managing billable utilization and resource planning.
• Broad understanding of the Service Now practice area and its professional services environment.
• Successful experience leading global delivery teams across multiple time zones.
• Strong strategic thinking, business judgment, and problem‑solving skills, including the ability to simplify complex situations.
• Proven ability to assess risks, develop mitigation strategies, and maintain high delivery standards.
• Strong leadership skills, with experience motivating, coaching, and mentoring teams.
• Excellent written and verbal communication skills, with the ability to engage effectively at all organizational levels.
• Ability to build collaborative relationships with clients, business partners, and key stakeholders.
• Results‑driven, objective, and growth‑oriented approach.
  
  Commitment to openness, collaboration, inclusion, and supporting the development of others.

• Remote working arrangement in India.
• Opportunity to lead and grow a global Service Now professional services practice.
• Exposure to strategic business development, enterprise clients, and technology partner initiatives.
• Opportunities for professional growth and continued learning.
• Collaborative and inclusive working environment that values diversity and individual contributions.
• Emphasis on work‑life balance, creativity, and professional development.
• Equal opportunity workplace committed to providing an inclusive environment for all employees.