ServiceNow Technical Architecture & Implementation Client Stakeholder Management & Communication Delivery Leadership & Team Mentoring
Key Responsibilities
Leadership & Delivery Lead full-lifecycle ServiceNow implementations from discovery through go-live and post-implementation supportOwn delivery outcomes, quality standards, timeline adherence, and budget management with full accountabilityMake independent technical and architectural decisions aligned with client requirements and best practicesExecute technical delivery across multiple ServiceNow modules (incident management, change management, CMDB, ITSM, ITOM, custom development, integrations, or other platforms as required)
Stakeholder & Client Management Serve as primary client-facing delivery lead; manage expectations, communicate progress, and resolve issues transparentlyConduct requirements analysis, design reviews, and technical workshops directly with client stakeholdersBuild and maintain client relationships; demonstrate commercial acumen and business-focused thinking
Technical Delivery & Hands-On Work Design and implement ServiceNow solutions using best practices and platform capabilitiesPerform hands-on configuration, customization, and development as needed to ensure quality outcomesEnsure code quality, adherence to standards, and comprehensive testing throughout implementationDrive process optimization and value realization for the client
Team & Knowledge Leadership Lead and mentor consulting team members; provide technical guidance and capability buildingConduct knowledge transfer and ensure team development aligned with delivery outcomesRequired Qualifications & Experience8+ years of professional experience in IT service management, ServiceNow implementations, or related enterprise software delivery5+ years of hands-on ServiceNow configuration, development, and customization across multiple modulesProven track record leading complete implementations independently from scoping through go-liveStrong technical foundation in ServiceNow architecture, workflows, business rules, scripting (JavaScript/GlideScript), and integrationsDirect experience managing client relationships, conducting workshops, and communicating technical concepts to non-technical stakeholdersDemonstrated commercial awareness: ability to scope work, manage timelines and budgets, and identify upsell opportunitiesServiceNow platform certifications (System Administrator, Application Developer, or higher) strongly preferredCore Competencies
Technical Expertise Deep ServiceNow platform knowledge; ability to architect and build complex solutions with minimal guidanceDatabase design, systems integration, API development, and troubleshooting complex technical issues
Communication & Stakeholder Management Excellent written and verbal communication in English; ability to communicate clearly with executives, technical teams, and end-usersStakeholder management: building trust, managing expectations, and resolving conflicts professionallyPresentation and facilitation skills; comfort leading technical and business discussions
Problem-Solving & Delivery Strong analytical and problem-solving capability; ability to work through ambiguous requirementsProject leadership: disciplined approach to planning, risk management, and delivery accountabilityQuality focus: attention to detail, testing rigor, and commitment to best practices
Leadership & Mentoring Team leadership: ability to motivate, develop, and hold team members accountableMentoring mindset; commitment to developing capability in othersPreferred QualificationsExperience with multiple ServiceNow modules (ITSM, ITOM, HR, Procurement, Governance)Background in offshore delivery or distributed team leadershipExperience with implementation methodology frameworks (Agile, Waterfall, Hybrid)Track record in capturing and delivering commercial value; experience in presales or opportunity scopingBackground in ITSM or IT governance; ITIL certification a plus
