Role: Associate Director – ServiceNow Solutions / Enterprise Service Management
Experience: 15+ years of overall IT experience with a minimum of 10+ years of relevant ServiceNow experience
Key Responsibilities
Own and drive enterprise-wide ServiceNow and Enterprise Service Management (ESM) strategy , solutioning, and delivery for global clients across industries
Lead large-scale, strategic RFP/RFI/RFQ pursuits , ensuring differentiated, value-driven technical and commercial proposals
Define and govern end-to-end transformation roadmaps , including phased delivery models, resource strategy, capacity planning, and execution governance
Take accountability for deal shaping, pricing strategy, commercial structuring, negotiations, and SOW finalization for high-value, complex engagements
Drive portfolio strategy and business growth , including market research, budgeting, GTM strategy, and expansion of ServiceNow offerings and partnerships
Act as a trusted advisor to CXO-level stakeholders , influencing enterprise transformation and ServiceNow adoption strategy
Provide leadership in architecting integrated, scalable, and future-ready enterprise solutions across multiple service lines
Oversee requirement discovery, gap analysis, and solution alignment for large transformation programs
Drive thought leadership, innovation, and pursuit strategy , contributing to improved win rates and market differentiation
Lead executive-level solution defense workshops , articulating strategic value propositions and business outcomes
Oversee client demos, PoCs, and innovation showcases , highlighting ServiceNow capabilities, IPs, and accelerators/products
Provide strategic advisory on solution options, risks, and transformation approaches at enterprise scale
Govern the development of marketing collateral, solution assets, and industry-specific value propositions
Lead and oversee large, multi-geo ITSM consulting, transition, and transformation programs , ensuring delivery excellence, governance, and client satisfaction
Skills & Expertise
Deep expertise in Enterprise Business Analysis and Gap Assessment on ITSM tools (ServiceNow mandatory)
Strong command over ITIL frameworks and enterprise service management best practices
Extensive experience with SDLC methodologies : Agile, Waterfall, and Hybrid delivery models
Working knowledge of web technologies : HTML, XML, JavaScript, Glide Objects
Strong understanding of enterprise architecture, integrations, and ServiceNow ecosystem capabilities
Expertise in solution design, platform capabilities, and development technologies
Exceptional executive stakeholder management, communication, and global client engagement skills
Advanced proficiency in MS Office tools for executive reporting, proposals, and presentations
Certifications (Preferred)
Certified ServiceNow System Administrator
ITIL V3 / ITIL V4
