ServiceNow COE Lead

ServiceNow CoE Lead / Solution Architect – Precise JD Summary (Complete)

This is the founding leadership role for NewVision's ServiceNow Centre of Excellence (CoE). The candidate will establish and lead the entire ServiceNow practice, acting as both a technical authority and a practice builder. The role requires deep hands-on ServiceNow architecture expertise, pre-sales capabilities, delivery governance, team building, and executive stakeholder management.

Role Purpose

The candidate will:

• Build the ServiceNow CoE from scratch.
• Define governance, standards, delivery methodology, and reusable assets.
• Own ServiceNow practice roadmap.
• Drive revenue growth through pre-sales and solutioning.
• Act as the final architecture authority.
• Build and mentor the ServiceNow team.
• Position NewVision as a strategic managed services partner across APAC & EMEA.

Key Responsibilities

1. ServiceNow CoE Creation & Practice Building

• Build the complete ServiceNow CoE.
• Define governance model.
• Create service catalogue.
• Establish delivery methodology.
• Create reusable accelerators.
• Build solution templates.
• Standardize integration patterns.
• Maintain documentation repository.
• Create annual ServiceNow roadmap.
• Define module expansion strategy.
• Achieve partner tier progression (Premier/Elite).
• Track certifications.
• Own Practice P&L.
• Track Revenue.
• Track Margin.
• Track Utilization.
• Track Headcount.
• Develop minimum 2 reusable ServiceNow offerings every year.

2. Solution Architecture

Must design enterprise ServiceNow solutions for 2,000–20,000+ users.

Responsibilities include:

• End-to-end architecture.
• Multi-module design.
• Technical discovery workshops.
• Requirement gathering.
• Solution blueprint creation.
• Review Technical Design Documents (TDD).
• Review Architecture Decision Records.
• Review Integration Designs.
• Review Platform Standards.
• CMDB Strategy.
• CMDB Health.
• Recommend:
• App Engine
• Integration Hub
• Flow Designer
• Automation Engine
• AI/ML capabilities
• Platform Health Assessments.
• Upgrade Readiness Reviews.
• Technical Debt Identification.
• Remediation Planning.

3. Pre-Sales & Go-To-Market (GTM)

Must lead complete pre-sales.

Responsibilities:

• RFP responses.
• Solution scoping.
• Effort estimation.
• Proof of Concepts (POCs).
• Fixed-price proposals.
• Executive demos.
• CIO presentations.
• CISO presentations.
• IT Director presentations.
• Staffing plans.
• Commercial proposals.
• Risk Registers.
• Delivery timelines.
• Upsell opportunities.
• Cross-sell opportunities.
• Represent NewVision at:
• ServiceNow Knowledge
• Now at Work
• Partner Summits
• Industry Events.

4. Delivery Governance

Own complete delivery governance.

Includes:

• Sprint governance.
• Code Reviews.
• Architecture Reviews.
• Release Management.
• Technical Debt Management.
• UAT Reviews.
• Go-Live Reviews.
• Managed Service Standards.
• SLA Framework.
• Queue Management.
• CSAT Reporting.
• Escalation Management.
• Final Technical Decision Authority.
• Lessons Learned.
• Continuous Improvement.

5. Platform Governance

Define ServiceNow standards.

Including:

• Naming conventions.
• Scoped Applications.
• Update Sets.
• Instance Hygiene.
• Upgrade Governance.
• Patch Governance.
• Regression Testing.
• Stakeholder Communication.
• RBAC.
• Encryption.
• Audit Logging.
• Credential Governance.
• ServiceNow Release Roadmap.
• Client Advisory.

6. Team Building

Must:

• Hire developers.
• Hire architects.
• Hire consultants.
• Mentor team.
• Build certification roadmap.
• Track CSA.
• Track CIS.
• Track CTA.
• Conduct technical interviews.
• Run KT Sessions.
• Run Tech Talks.
• Build internal ServiceNow Community.

7. Client Advisory

Must directly interact with:

• CIO
• CISO
• IT Directors
• ITSM Process Owners

Deliver:

• Roadmaps
• Governance Decks
• QBRs
• Value Realization Reports
• Strategic Advisory
• Escalation Handling
• Long-term Client Relationships

Mandatory Technical Skills

Must have expertise in:

• ServiceNow Platform Architecture
• ITSM
• ITOM
• CMDB
• Integration Hub
• REST APIs
• SOAP APIs
• Flow Designer
• Business Rules
• Scoped Applications
• Update Sets
• Platform Security
• RBAC
• ITIL v4
• Agile/Scrum
• Delivery Governance
• Quality Assurance
• Executive Communication
• Pre-sales
• Effort Estimation
• Proposal Writing
• Client Escalation
• Practice P&L
• Hiring
• Mentoring
• Thought Leadership
• Public Speaking

Preferred Skills

• ServiceNow CTA
• ServiceNow CMA
• AI/ML
• Predictive Intelligence
• Virtual Agent
• Managed Services
• ITOM Visibility
• AIOps
• Azure
• AWS
• GCP
• GRC
• SecOps
• SPM
• Community Contributions
• Technical Blogs
• Speaker at Now Events

Required ServiceNow Module Expertise

Expert (Mandatory)

• ITSM
• CMDB

Advanced (Mandatory)

• ITOM
• Integration Hub
• App Engine
• Flow Designer
• Automation Engine
• AI/ML

Preferred

• CSM
• HRSD
• SecOps
• GRC

Desirable

• SPM
• FSM

Mandatory Certifications

ServiceNow

• CSA
• CAD
• CIS-ITSM
• CIS-ITOM / CIS-Discovery

Strongly Preferred

• CTA

Highly Preferred

• CMA

Non-ServiceNow

Mandatory:

• ITIL v4 Foundation

Preferred:

• ITIL Managing Professional

Experience Required

• 12–18 years total IT experience.
• Minimum 8 years in ServiceNow.
• Minimum 6 end-to-end ServiceNow implementations.
• Experience across at least 3 ServiceNow modules.
• Minimum 4 years as:
• Solution Architect
• Technical Lead
• Principal Consultant
• 10+ Pre-sales/RFP cycles.
• Managed at least 5 ServiceNow professionals.
• Managed Services experience preferred.
• Experience with CIO/CISO/VP stakeholders.
• Domain exposure in at least 2 industries:
• Banking
• Healthcare
• Manufacturing
• Retail
• Telecom
• Public Sector
• Current knowledge of recent ServiceNow releases (Xanadu/Yokohama or later).

Leadership Expectations

Must demonstrate:

• Executive presence.
• Excellent written communication.
• Conflict management.
• Commercial negotiation.
• Cross-functional leadership.
• Team culture building.
• Public speaking.
• Industry representation.

Business Development Expectations

The candidate is expected to:

• Influence ₹3–5 Crore annual revenue.
• Build a pipeline of 8–10 active ServiceNow opportunities per quarter.
• Develop 2 productized ServiceNow offerings every year.
• Support NewVision in achieving Elite ServiceNow Partner status.
• Drive upselling and cross-selling within managed services accounts by introducing additional modules, automation capabilities, and advisory services.

ONLY IMMEDIATE JOINERS CONSIDERED

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Budget Upto- 40LPA