Key responsibilities:
- Define and execute the ServiceNow competency strategy aligned to business objectives and market demand.
- Build, grow and retain a high-performing ServiceNow practice: hiring, skills planning, certifications, and career paths.
- Ensure delivery excellence across ServiceNow projects and managed services: governance, standards, architecture reviews, peer reviews and post-implementation reviews.
- Partner with sales, delivery managers and account leads to identify cross-sell/upsell opportunities and ensure successful onboarding of new accounts.
- Maintain relationships with ServiceNow (and third-party) partners, track roadmap updates, and translate platform changes into practice actions.
- Establish and enforce reusable assets: reference architectures, accelerators, workflows, integrations, testing scripts and deployment pipelines.
- Drive quality metrics and KPIs for the competency (e.g., utilization, billable mix, certification coverage, customer satisfaction, delivery SLAs).
- Mentor technical leads and architects; coordinate community of practice activities, knowledge sharing and internal training.
- Manage budgeting and capacity planning for the competency; provide regular reporting to senior leadership.
Required skills & experience:
- 8+ years of ITSM and enterprise IT automation experience; 5+ years working hands-on with ServiceNow in implementation or managed-service roles.
- Deep functional and technical knowledge across ServiceNow product suite (ITSM, ITOM, ITBM, CSM, HRSD, SecOps, IntegrationHub, Flow Designer, CMDB).
- Proven experience leading a practice, competency, or center of excellence (CE) hiring, enablement, governance.
- Strong solutioning & architecture skills: integrations (REST, SOAP, MID Server), data model/CMDB design, performance tuning, security and scaling.
- Track record in pre-sales support including estimations, RFP/RFI responses and customer engagements.
- Excellent stakeholder management and communication skills; able to influence C-level and delivery teams.
- Familiarity with Agile/DevOps practices, CI/CD for ServiceNow, and source control patterns.
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