Practice Director - ServiceNow

Description:

We are hiring for leading IT Team

Practice Director ServiceNow

Role Summary:

The Practice Director ServiceNow 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.

Key Responsibilities:

Practice Strategy & Growth:

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

- Own P&L responsibility, revenue targets, margins, utilization, and growth metrics.

- Build ServiceNow offerings across modules such as:

ITSM, ITOM, ITAM

S2P / Procurement

HRSD

CSM, GRC, SecOps, Integration Hub

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

Client Engagement & Delivery Excellence:

- Act as an executive sponsor for key ServiceNow engagements.

- Ensure successful delivery of largescale ServiceNow programs across geographies.

- Oversee solution design, architecture governance, and bestpractice adherence.

- Manage risk, escalations, and program health across all ServiceNow initiatives.

PreSales & Solution Leadership:

- Lead presales strategy, solution positioning, and deal shaping.

- Support RFPs, proposals, estimations, solution architecture, and client presentations.

- Collaborate with sales teams to develop industryspecific and value-based solutions.

- Ensure competitive differentiation and alignment with ServiceNow best practices.

Talent Building & Capability Development:

- Build and scale highperforming teams including Architects, Consultants, Developers, and Practice Leads.

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

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

- Promote a culture of innovation, quality, and continuous learning.

Partner & Ecosystem Management:

- Manage strategic relationships with ServiceNow and technology partners.

- Ensure compliance with ServiceNow partner programs and certification requirements.

- Track new ServiceNow releases and define adoption strategies.

- Lead coinnovation initiatives with platform and ecosystem partners.

Governance & Operational Excellence:

- Define delivery standards, methodologies, and quality frameworks.

- Ensure compliance with security, data, and regulatory requirements.

- Establish metrics for delivery performance, customer satisfaction, and operational efficiency.

- Drive continuous improvement across the ServiceNow practice.

Required Experience & Qualifications:

Experience:

- 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.

Technical & Functional Expertise:

- Deep understanding of ServiceNow platform architecture and ecosystem.

- Strong exposure to multiple ServiceNow modules (ITSM, ITOM, HRSD, S2P, CSM, GRC).

- Ability to translate business needs into scalable ServiceNow solutions.

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

Leadership & Business 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.

Certifications (Highly Preferred):

- ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA)

- ServiceNow Certified Implementation Specialist (multiple modules)

- ITIL Expert / PMP / SAFe (good to have)

Key Success Metrics:

- Revenue growth and margin targets

- Client satisfaction and retention

- Delivery quality and risk management

- Team scalability and certification coverage

- Partner alignment and practice maturity

Tuhina