Job Summary
We are looking for an experienced ServiceNow Competency Lead to drive the growth, strategy, and delivery excellence of the ServiceNow practice. The role involves leading capability development, governance, solution architecture, presales support, partner management, and ensuring successful delivery of ServiceNow implementation and managed service engagements.
Key Responsibilities
- Define and execute the ServiceNow competency roadmap aligned with business goals.
- Build and lead a high-performing ServiceNow team through hiring, mentoring, certification, and capability development.
- Ensure delivery excellence through governance, architecture reviews, quality standards, and best practices.
- Drive presales activities including solutioning, estimations, RFP/RFI responses, and customer presentations.
- Collaborate with sales and account teams to identify growth, cross-sell, and upsell opportunities.
- Manage ServiceNow partner relationships and align practice initiatives with platform roadmap updates.
- Establish reusable assets, integration frameworks, deployment standards, and accelerators.
- Track competency KPIs including utilization, certifications, customer satisfaction, and delivery performance.
Required Skills
- 8+ years of ITSM/Enterprise Service Management experience with 5+ years of ServiceNow expertise.
- Strong knowledge of ServiceNow modules including ITSM, ITOM, CSM, HRSD, SecOps, CMDB, IntegrationHub, and Flow Designer.
- Experience leading a ServiceNow Practice, Competency Center, or Center of Excellence (CoE).
- Expertise in ServiceNow architecture, integrations (REST/SOAP), MID Server, CMDB, governance, and platform optimization.
- Strong stakeholder management, leadership, and communication skills.
- Experience with Agile, DevOps, CI/CD, and ServiceNow deployment best practices.
Preferred Certifications: ServiceNow CSA, CIS, CAD, CTA, and ITIL certifications.
