Practice Lead ServiceNow

Role Overview

This role is responsible for building, leading, and scaling the ServiceNow practice to drive revenue growth, delivery excellence, and customer success. This role owns the strategic vision, P&L, talent development, solution offerings, and partner relationships for the ServiceNow portfolio while ensuring highquality delivery across implementations, managed services, and transformations.

The role is responsible for delivering all activities defined in the engagement work packages:

Key Responsibilities

Work Package 1 Strategy & Market Alignment

Define and execute the ServiceNow practice strategy and roadmap aligned with organizational goals.

Conduct market assessment, competitor benchmarking, and target industry identification.

Develop financial business case and revenue model.

Identify and drive market expansion, crosssell, and upsell opportunities.

Perform capability maturity assessment and gap analysis.

Work Package 2 Operating Model & Partnerships

Establish ServiceNow Practice operating model, organizational structure, and governance framework.

Define roles, competency frameworks, and governance model.

Manage strategic relationships with ServiceNow OEM.

Ensure compliance with ServiceNow partner programs and certification requirements.

ServiceNow partner tier roadmap

Lead coinnovation initiatives with platform and ecosystem partners.

Work Package 3 Capability Build & Asset Development

Build ServiceNow offerings across modules such as (ITSM, ITOM, CSM, HRSD, SecOps)

Establish operating models, consulting, migration, and managed services operating models.

Develop proposal templates, reusable accelerators, and pricing frameworks.

Define hiring plan, certification roadmap, and enablement programs.

Drive hiring, onboarding, certification paths, and skill development.

Establish career frameworks, succession planning, and team engagement initiatives.

Work Package 4 Go-To-Market & Pilot Execution

Develop Go-To-Market (GTM) strategy and sales enablement toolkit.

Support pre-sales activities and strategic client pursuits.

Oversee pilot projects and ensure quality of delivery.

Document lessons learned and refine processes.

Work Package 5 Transition & Cutover

Lead transition of practice capabilities, frameworks, and documentation to ADC teams.

Ensure knowledge transfer, leadership readiness, and operational handover.

Support final engagement closure and formal practice cutover.

Required Skills

Strong executive presence and stakeholder management skills.

Excellent communication, negotiation, and influencing abilities.

Strategic thinker with strong execution and decisionmaking capability.

Experience managing global teams and multilocation delivery models.

Deep understanding of ServiceNow platform architecture and ecosystem.

Strong exposure to multiple ServiceNow modules (ITSM, ITOM, CSM, HRSD, SecOps)

Ability to translate business needs into scalable ServiceNow solutions.

Experience integrating ServiceNow with ERP, Cloud, IAM, and enterprise tools.

Qualifications

1218+ years of total IT experience with 810+ years in ServiceNow.

Proven experience building and leading a ServiceNow practice in a consulting or services environment.

Strong background in ServiceNow architecture, implementations, and managed services.

Demonstrated success in P&L ownership, business growth, and large client engagements.

Preferred Certifications

ServiceNow Certified Implementation Specialist (multiple modules)

ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)(Good to have)