Role: Senior Manager – ServiceNow Solutions / Enterprise Service Management
Experience: 12+ years of overall IT experience with a minimum of 8+ years of relevant ServiceNow experience
Key Responsibilities
Lead and own enterprise-wide ServiceNow/ESM solution strategy and delivery for global clients across industries
Drive large, complex RFP/RFI/RFQ pursuits , ensuring differentiated technical, functional, and commercial proposals
Own end-to-end solution planning , including phased roadmaps, resource strategy, capacity planning, and governance models
Lead commercial structuring, deal shaping, pricing strategy, negotiations, and SOW finalization for high-value engagements
Define and execute strategic business plans , including market expansion, portfolio growth, budgeting, and GTM strategies for ServiceNow offerings and partnerships
Provide executive-level client engagement , acting as a trusted advisor for transformation initiatives and ServiceNow adoption
Lead cross-functional teams to architect integrated, scalable, and future-ready enterprise solutions
Drive requirement discovery, gap analysis, and solution positioning at enterprise scale
Contribute to thought leadership, innovation, and pursuit strategy , enhancing win ratios and market differentiation
Lead solution defense workshops and executive presentations with strong articulation of value proposition
Oversee client demos, PoCs, and showcases highlighting ServiceNow capabilities, Cognizant IPs, and innovative accelerators
Provide strategic technical advisory, risk mitigation, and solution alternatives across engagements
Govern creation and review of marketing collateral, assets, and value propositions aligned to industry and market trends
Oversee and manage large-scale, multi-geo ITSM consulting, transition, and transformation programs ensuring delivery excellence and client satisfaction
Skills & Expertise
Strong expertise in Enterprise Business Analysis and Gap Assessment on ITSM tools (ServiceNow mandatory)
Deep understanding of ITIL frameworks and enterprise service management practices
Strong exposure to SDLC methodologies : Agile, Waterfall, and Hybrid models
Working knowledge of web technologies : HTML, XML, JavaScript, Glide Objects
Strong command over solution architecture, integrations, and ecosystem tools within ESM landscape
Solid understanding of development technologies and platform capabilities
Excellent stakeholder management, executive communication, and global client engagement skills
Strong proficiency in MS Office tools for executive reporting and presentations
Certifications (Preferred)
Certified ServiceNow System Administrator
ITIL V3 / ITIL V4
