Practice Lead – ServiceNow

Key Responsibility Areas

• Define and drive the multi-year technical roadmap for the ServiceNow platform across all modules (ITSM, ITOM, CSM, HRSD/SIW, SecOps) within the IT services business.

• Oversee global/onsite-offshore delivery of ServiceNow engagements: solution delivery, deployment, support, upgrades. Ensure quality, scalability, maintainability, performance.

• Work with business & technology stakeholders (clients, internal service lines, global accounts) to drive programs and Act as trusted advisor to the customer

• Establish metrics and KPIs for the platform (uptime/availability, automation coverage, cost per service, MTTR, platform health, upgrade success). Deliver continuous improvement.

• Lead internal practice for ServiceNow in the Telecom domain: hire, mentor and develop technical leads; build capability, training, certification roadmap, innovation culture.

• Engage in pre-sales for large Telecom-focused ServiceNow engagements: solutioning, architecture input, proof of concepts, client presentations, bidding support.

• Drive cost optimisation, standardisation, and platform rationalisation to improve margin in services business.

• Keep abreast of new ServiceNow features, emerging tech (AI/ML, Generative AI, AIOps), and evaluate how they can be leveraged for service offerings and internal operations.

• Own the P&L of the practice.

2. Must-have Skills / Experience in

• 15+ years of technology / IT services industry experience (including experience in service delivery, platform leadership) with at least 5-8 years in ServiceNow leadership/delivery/architecture roles.

• Strong hands-on expertise of ServiceNow platform: multiple modules (ITSM, ITOM, CSM, HRSD, SecOps)

• Prior experience in solutioning/pre-sales & sales support.

• Proven experience in IT services environment: managing large scale delivery teams (onsite/offshore), vendor/partner management, multi-client (especially Telecom) engagements.

• Excellent stakeholder management skills: ability to engage C-suite, clients in Telecom domain, internal service lines and technology teams.

• Demonstrated ability to define technology strategy, architecture, build roadmap, execute transformational initiatives.

• Certifications such as ServiceNow Certified System Administrator (CSA), Implementation Specialist, Technical Architect (CTA) or equivalent preferred.

• Familiarity with ITIL, enterprise operations, platform governance, Agile/DevOps methodologies.

• Excellent communication, presentation, leadership skills.

3. Good To Have Skills / Experience in:

• Bachelor’s or Master’s degree in Computer Science, Information Technology, or equivalent.

• Telecom Domain experience.

• Experience with AI/ML/AIOps initiatives within ServiceNow.

• Experience in an IT services company (global delivery model), leading ServiceNow-as-a-service or managed services offerings for clients.

• Prior exposure to financial modelling of services business (cost optimisation, margin improvement) and migration / upgrade programs.