Service Line Specialist - Service

Position: Service Line Specialist - Service Now
Location: Bedford

Service Line Solutions

Service Now Business Group
· Americas Region

POSITION SUMMARY

The Service Line Solutions Representative is a senior, customer-facing commercial leader within the Service Now Business Group, responsible for driving focused revenue growth across a defined cluster of accounts. This is a dual-quota role covering both services revenue and license upsell. The successful candidate will combine deep industry, regional, and technical expertise with executive relationship skills to lead complex, transformative pursuits, shape proactive opportunities, and serve as a trusted partner to Account teams and Service Now field counterparts across the Americas.

CORE RESPONSIBILITIES

* Own and manage a defined cluster of accounts end-to-end

* Drive focused growth across Revenue, TCV, ACV, and Operating Margin

* Carry dual targets for both services and licenses (license upsell)

* Work closely with Account Teams (CPs & CRMs) and customers on a day-to-day basis

* Qualify, develop, and close services and license opportunities

* Leverage onsite and offshore pre-sales and solutions support for pursuit excellence

* Build strong, trusted relationships with Service Now Account Executives in territory

* Maintain accurate pipeline and forecast hygiene at all times

STRATEGIC & ADVISORY RESPONSIBILITIES

* Serve as the primary customer-facing expert, providing industry, regional, and practice area expertise to support CPs, CRMs, and AEs in closing new, expansion, and renewal deals - primarily in competitive situations

* Drive client orals for overall solution and proposal development on complex and large deals

* Lead pursuits alongside the Client Partner for strategic accounts, acting as the commercial and domain anchor through each pursuit lifecycle

* Own deal shaping and proactive opportunity creation within the practice area; guide Solution Architects on solution blueprints for complex, large-scale engagements

KEY ACTIVITIES

* Develop detailed account plans and cluster mining and growth strategies to identify and prioritize expansion opportunities within the portfolio

* Run end-to-end discovery, scoping, and commercial negotiations - from initial qualification through to contract closure

* Coordinate with the solutions team on complex, multi-workstream pursuits to ensure technical credibility and competitive positioning

COMPETENCIES REQUIRED

Deep platform & technical fluency - Expertise in Service Now platforms and emerging technology domains including cybersecurity, AI, Industry 4.0, and risk functions

* Industry & regional specialization - Highly specialized knowledge of industry verticals and regional dynamics, with the ability to connect a client's strategic priorities to concrete technology implications

* CXO engagement - Proven ability to hold executive-level dialogue, build C-suite relationships, and influence buying decisions at senior leadership levels

* Push-based origination - Drives proactive, market research-backed, theme-based opportunity creation rather than relying solely on inbound or pull-based sales motions

* Technical credibility - Builds credibility and conviction in technical discussions; capable of guiding Solution Architects on blueprint direction in large, complex deals

* Client workshop leadership - Proactively facilitates client workshops that rapidly and credibly link technology interventions to measurable business ROI within the client's specific context