Job Title: ServiceNow CRM
Location: Remote
Job Type: Full time
Key Responsibilities
- Define and lead the offshore ServiceNow Customer Workflow (CSM/FSM) practice strategy and growth roadmap.
- Drive revenue enablement through presales support, RFP solutioning, estimations, and client presentations.
- Oversee end-to-end delivery of ServiceNow CSM, FSM, customer portals, and CRM integrations across global clients.
- Establish delivery governance, quality standards, risk management, and performance KPIs.
- Build, mentor, and scale a high-performing offshore ServiceNow CRM team (Architects, Leads, Developers).
- Develop reusable accelerators, best practices, and capability frameworks to enhance competitiveness.
- Act as senior escalation point for key client engagements and ensure delivery excellence.
- Collaborate with global sales, alliances, and ServiceNow partner ecosystem teams to expand market presence.
Qualifications
- 15+ years of overall IT experience.
- 8+ years of hands-on ServiceNow platform experience.
- 5+ years focused on ServiceNow Customer Workflow (CSM/FSM).
- Proven experience leading offshore/global ServiceNow practice or large delivery portfolios.
- Strong background in enterprise CRM architecture and system integrations.
- Experience in presales, solution design, and supporting large enterprise bids.
- Demonstrated ability to build and scale technical teams.
- ServiceNow certifications (CSA, CIS-CSM preferred).
