About the Role
We are seeking a strategic and technically proficient leader to lead enterprise-wide ServiceNow initiatives with a focus on solution design, architecture, and agile delivery. This role will be responsible for driving platform innovation, ensuring architectural integrity, and delivering scalable solutions aligned with business goals related to establishing ServiceNow practice.
As a Senior leader, you will be responsible for helping establish and grow our ServiceNow practice in India. This role will lead ERP modernization programs built on ServiceNow, often integrated with SAP and Oracle, while also driving the setup of a scalable, high-performing India-based delivery capability.
The ideal candidate brings a blend of project leadership, solution design expertise, and practice-building experience, with the ability to deliver value quickly to clients and to lay the foundation for a long-term, world-class ServiceNow team in India.
Key Responsibilities
- Program Delivery
- Lead Agile project management for ERP modernization initiatives on ServiceNow.
- Manage project timelines, budgets, risks, and client expectations.
- Run daily standups, sprint planning, and retrospectives.
- Ensure on-time, high-quality delivery with measurable business outcomes.
- Define and lead the ServiceNow solution architecture strategy, ensuring alignment with enterprise IT and business transformation objectives.
- Oversee the design and implementation of complex workflows, custom applications, and integrations across ServiceNow modules (ITSM, ITOM, HRSD, CSM, App Engine).
- Champion Agile delivery practices , managing cross-functional teams through iterative development cycles and continuous improvement.
- Collaborate with enterprise architects, product owners, and business stakeholders to translate requirements into robust, scalable ServiceNow solutions.
- Establish and enforce architectural standards, develop best practices, and governance frameworks.
- Lead platform upgrades, release management, and adoption of new ServiceNow capabilities.
- Mentor and manage a team of developers, architects, and administrators.
- Ensure platform performance, security, and compliance with industry standards.
- Evaluate and integrate third-party tools and ERP systems (e.g., SAP, Oracle) with ServiceNow.
- Solution Design
- Translate client requirements into ServiceNow workflows, data models, dashboards, and integrations.
- Architect solutions that connect ServiceNow App Engine with ERP systems (SAP, Oracle).
- Guide design workshops, PoCs, and blueprint creation with business and IT stakeholders.
- Apply best practices in workflow automation, AI (Now Assist, Virtual Agent), and data integration.
- Practice Building
- Help establish the ServiceNow practice in India, including hiring, mentoring, and setting delivery standards.
- Collaborate with boutique partners to extend capacity.
- Define governance, DevOps, and delivery frameworks (CI/CD, ATF, coding standards).
- Support thought leadership, presales, and solution accelerators for ERP modernization.
Required Skills & Experience
- 15+ years in IT delivery, with at least 5 years managing ServiceNow projects/programs.
- Strong knowledge of ServiceNow App Engine, Flow Designer, IntegrationHub, ERP Canvas and Workspaces.
- Proven experience integrating ServiceNow with ERP systems (SAP, Oracle).
- Hands-on experience in Agile project management (Scrum, SAFe, or similar).
- Strong knowledge of NowAssist.
- Strong communication and stakeholder management skills at both executive and technical levels.
- Experience leading small-to-medium technical teams and mentoring junior staff.
- Proven expertise in ServiceNow platform architecture , scripting (JavaScript, Glide), and integration frameworks (REST/SOAP, MID Server, IntegrationHub).
- Strong experience in Agile methodologies (Scrum, SAFe), including backlog management, sprint planning, and DevOps practices.
- Deep understanding of ServiceNow modules and platform capabilities.
- ServiceNow Certified Technical Architect or Certified Implementation Specialist preferred.
- Excellent leadership, communication, and stakeholder engagement skills.
Preferred Qualifications
- ServiceNow CSA, CAD, or App Engine Specialist certification.
- PMP, CSM, or SAFe Agile certifications.
- Exposure to ERP process areas (Procure-to-Pay, Order-to-Cash, Finance, Inventory).
- Track record of building or scaling delivery capabilities in India or offshore locations.
Tools & Technologies
- ServiceNow: App Engine, Flow Designer, IntegrationHub/MID Server, UI Builder/Workspaces, Virtual Agent/Now Assist, SPM, ATF.
- Delivery & Collaboration: Agile (Jira/Confluence, Azure DevOps), Git-based version control, CI/CD pipelines.
- ERP & Data: SAP/Oracle integration, REST APIs, Import Sets, reporting/dashboards.
