Head of ServiceNow Practice

Position Overview

The Lead/Head of ServiceNow Practice will lead the strategic transformation of our current ServiceNow capabilities into a fully-structured, scalable, and product-aligned practice. This role is responsible for defining the Practice vision, implementing robust governance and operational frameworks, driving capability development, and aligning the function with our broader business goals. The successful candidate will deliver measurable outcomes across performance, resource planning, and financial impact, positioning the Practice as a recognised leader within the business and the market.

Roles and Responsibilities

• Lead the ITSM practice, responsible for its growth and profitability.
  
• Manage a team of consultants and associates to deliver projects on time, within budget, and with high quality.
  
• Develop and maintain strong relationships with clients through effective communication and issue resolution.
  
• Identify new business opportunities and drive sales efforts to expand the client base.
  
• Collaborate with other teams (PMO, DevOps, Cloud) to ensure seamless delivery of services.

Qualifications & Experience

• Proven experience building, scaling, and leading a ServiceNow or equivalent enterprise platform practice.
• Demonstrated success in developing operational frameworks, governance models, and capability uplift programs.
• Strong leadership and stakeholder management skills, with the ability to influence across all levels of an organisation.
• Experience delivering measurable outcomes in terms of performance improvement, revenue growth, and team development.
• Deep understanding of ServiceNow platform capabilities, market trends, and product verticals.
• Ability to operate in a fast-paced, client-facing environment with multiple concurrent engagements.