ServiceNow CSM Leader

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At Slalom, our Service Now team is a dynamic collective of strategic thinkers and technology innovators dedicated to delivering meaningful business outcomes. We partner with clients to reimagine how work gets done, leveraging the Service Now platform not just as a tool, but as a strategic enabler of enterprise agility, operational excellence, and human-centered design.

At Slalom, our Service Now team is a dynamic collective of strategic thinkers and technology innovators dedicated to delivering meaningful business outcomes. We partner with clients to reimagine how work gets done, leveraging the Service Now platform not just as a tool, but as a strategic enabler of enterprise agility, operational excellence, and human-centered design.

• Define and execute the strategic vision for the Service Now capability globally.
• Collaborate with senior leaders to align investments, talent, and go-to-market priorities.
• Build and evolve offerings with a strong emphasis on CSM (Customer Service Management).

• Act as a trusted advisor to our clients, understanding their business needs and translating them into actionable Service Now solutions.
• Collaborate with clients to develop long-term relationships and provide exceptional service.
• Lead team on some of our most strategic engagements, ensuring quality delivery and supporting team growth and meaningful work.

• Identify and pursue new client opportunities in collaboration with account and market leaders.
• Shape proposals, lead solutioning, and support go-to-market campaigns.
• Bring a compelling storytelling ability to communicate Service Now’s value proposition.

• Manage a team of Service Now consultants, architects, and developers.
• Inspire, mentor, and guide the team to achieve high performance, continuous improvement, and professional growth.
• Collaborate with Talent Acquisition team to set talent strategy and recruit appropriate talent.

• Oversee solution design to ensure alignment with client goals, Service Now best practices, and Slalom standards.
• Champion quality, scalability, and long-term client success.
• Stay ahead of the curve on Service Now product roadmap and ecosystem changes.

• Manage the team to achieve revenue and utilization goals.
• Ensure appropriate business rigor for managing pipeline, staffing, project margin.

• A minimum of 8 years of consulting experience, with a focus on building capabilities, client engagement, client delivery, business development, account management and partner alliance management.
• Deep domain expertise in Service Now with a proven track record of leading CSM (Customer Service Management)-focused implementation projects.
• Ability to support a practice vision and work with practice leaders and experts to build a viable solution for the client’s needs.
• Experience managing a consulting practice to successful business metrics.
• Experience managing and navigating the Service Now partner ecosystem.
• Active Service Now certifications (e.g., CIS, CSA, etc.) required.
• Strong leadership skills with the ability to inspire and lead a team.
• Strategic thinking with a bias for action and outcomes.
• Demonstrated ability to grow teams, develop talent, and lead distributed work forces.
• Proven track record of client/employee satisfaction.
• Ability to think strategically and solve complex business problems.
• Strong executive presence and client advisory skills.
• Proven leadership of Service Now engagements with a focus on CSM (Customer Service Management) modules.
• A demonstrated commitment to continuous learning and professional growth.
• Willingness to travel up to 50%.

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to…