Description

Leadership & Delivery:

• Lead full-lifecycle ServiceNow implementations from discovery through go-live and post-implementation support
• Own delivery outcomes, quality standards, timeline adherence, and budget management with full accountability
• Make independent technical and architectural decisions aligned with *** requirements and best practices
• Execute technical delivery across multiple ServiceNow modules (incident management, change management, CMDB, ITSM, ITOM, custom development, integrations, or other platforms as required)

Stakeholder & *** Management

• Serve as primary ***-facing delivery lead; manage expectations, communicate progress, and resolve issues transparently
• Conduct requirements analysis, design reviews, and technical workshops directly with *** stakeholders
• Build and maintain *** relationships; demonstrate commercial acumen and business-focused thinking

Technical Delivery & Hands-On Work

• Design and implement ServiceNow solutions using best practices and platform capabilities
• Perform hands-on configuration, customization, and development as needed to ensure quality outcomes
• Ensure code quality, adherence to standards, and comprehensive testing throughout implementation
• Drive process optimization and value realization for the ***

Team & Knowledge Leadership:

• Lead and mentor consulting team members; provide technical guidance and capability building
• Conduct knowledge transfer and ensure team development aligned with delivery outcomes
• Required Qualifications & Experience8+ years of professional experience in IT service management, ServiceNow implementations, or related enterprise software delivery
• 5+ years of hands-on ServiceNow configuration, development, and customization across multiple modules
• Proven track record leading complete implementations independently from scoping through go-live
• Strong technical foundation in ServiceNow architecture, workflows, business rules, scripting (JavaScript/GlideScript), and integrations
• Direct experience managing *** relationships, conducting workshops, and communicating technical concepts to non-technical stakeholders
• Demonstrated commercial awareness: ability to scope work, manage timelines and budgets, and identify upsell opportunities
• ServiceNow platform certifications (System Administrator, Application Developer, or higher) strongly

Technical Expertise

• Deep ServiceNow platform knowledge; ability to architect and build complex solutions with minimal guidance
• Database 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-users
• Stakeholder management: building trust, managing expectations, and resolving conflicts professionally
• Presentation and facilitation skills; comfort leading technical and business discussions

Problem-Solving & Delivery:

• Strong analytical and problem-solving capability; ability to work through ambiguous requirements
• Project leadership: disciplined approach to planning, risk management, and delivery accountability
• Quality focus: attention to detail, testing rigor, and commitment to best practices

Leadership & Mentoring:

• Team leadership: ability to motivate, develop, and hold team members accountable
• Mentoring mindset; commitment to developing capability in others

Preferred Qualifications:

• Experience with multiple ServiceNow modules (ITSM, ITOM, HR, Procurement, Governance)
• Background in offshore delivery or distributed team leadership
• Experience with implementation methodology frameworks (Agile, Waterfall, Hybrid)
• Track record in capturing and delivering commercial value; experience in presales or opportunity scoping
• Background in ITSM or IT governance; ITIL certification a plus

Key Skills

Education

Any Graduate