Manager – ServiceNow Solutions

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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