Role: Manager – ServiceNow Solutions / Enterprise Service Management
Experience: 9+ years of overall IT experience with a minimum of 7+ years of relevant ServiceNow experience Key Responsibilities
Lead the design and delivery of Enterprise Service Management (ESM) solutions , primarily on the ServiceNow platform, for global clients across diverse industries
Own and drive RFP/RFI/RFQ responses , including both technical and commercial proposals with high-quality articulation
Define end-to-end project plans , including phase-wise timelines, resource planning, and allocation strategies
Lead commercial structuring, negotiations, SOW refinement, and deal screening for consulting and transformation engagements
Contribute to strategic business planning , including market research, budgeting, and Go-To-Market (GTM) strategy for new ServiceNow offerings and partnerships
Collaborate with cross-functional teams to design integrated, scalable, and innovative solutions
Interface with clients to capture requirements, conduct gap analysis, and provide solution clarifications
Provide thought leadership and strategic inputs to strengthen pursuit strategy and improve win rates
Lead and participate in solution defense workshops and executive-level presentations
Deliver customer demos showcasing ServiceNow capabilities, Cognizant IPs, and newly developed accelerators/packages/products
Provide technical advisory and risk assessment , presenting multiple solution approaches to clients
Guide the development of marketing collateral frameworks and ensure relevance and alignment with market positioning
Manage large-scale, multi-geo ITSM consulting, transition, and transformation engagements , ensuring delivery excellence Skills & Expertise
Strong expertise in Business Requirement Analysis and Gap Analysis on ITSM tools (ServiceNow mandatory)
Deep understanding of ITIL processes and methodologies
Experience with SDLC frameworks : Agile and Waterfall
Solid knowledge of web technologies : HTML, XML, JavaScript, Glide Objects
Strong proficiency in MS Office tools for reporting and presentations
Good understanding of Enterprise Service Management integrations and ecosystem tools
Strong grasp of development technologies and architecture considerations
Excellent stakeholder communication skills , with the ability to manage global clients and offshore teams effectively Certifications (Preferred)
Certified ServiceNow System Administrator
ITIL V3 / ITIL V4
