ServiceNow Director

Job Description -

Customer Engagement & Relationship:

o Building and maintaining strong, long-term relationships with clients at various levels, including CXOs.

o Serving as a primary point of contact and strategic advisor, providing insights on industry trends, best practices, and potential solutions to client challenges.

o Build confidence with TCS customers as the go-to partner for any ongoing and upcoming ServiceNow engagements

Business Development

o Managing the revenue and profit targets for the assigned accounts to ensure profitable growth.

o Developing long-term strategic roadmaps for clients and creating account plans to align with their business goals.

o Develop client engagement strategies and roadmaps for ServiceNow adoption for existing customers

o Identifying and pursuing new business opportunities, creating proposals, responding to RFPs/RFIs, and driving revenue growth within assigned accounts.

Delivery Oversight

o Working closely with internal teams, such as sales, marketing, and delivery, to ensure seamless client experiences and successful service delivery.

o Ensuring that the delivery of services meets client expectations, monitoring key account metrics, and ensuring high standards of governance.

o Proactively identifying and resolving client issues or challenges and managing potential risks to client satisfaction and project delivery.

o Ensure delivery readiness for new account hand off from sales and solutions

o Proactively identify areas of growth and accordingly craft a talent strategy comprising of sources like cross-skilling, up-skilling and external hiring

o Govern MSP accounts with focus on license consumption, feature upgrades, platform adoption and joint positioning along with ServiceNow account executive/team

o Collaborate with Industry & account teams in the region to better position ServiceNow to solve enterprise and industry challenges

People Management

o People management including hiring, mentoring, performance appraisals of reporting team

o Identifying training opportunities to build competency for the industry/region

Practice Growth

o Supporting practice initiatives and strengthening ServiceNow capabilities in the region

o Provide inputs for offerings build and innovation

o Enable positioning of TCS as a leading partner of ServiceNow in the region, by participating in regional events, publishing white papers, leading industry PoV

Qualifications:

12+ years of experience in client-facing roles, acc ount leadership, or delivery management

• 7+ experience in ServiceNow modules ( ITSM/ITOM/HRSD/CSM/S2P/SecOps)
• Strong experience with the global service delivery model
• Proven ability to lead and motivate teams
• Stakeholder management, Communication and organizational navigation skills
• Ability to build and maintain strong relationships with clients and internal stakeholders
• Hands-on experience creating and delivering winning proposals and presentations.
• Business Development experience (direct, GTM and Partners) with Experience in supporting new business & account growth
• Outstanding interpersonal abilities for handling relationships with customers, market teams, and internal experts
• Strong executive presence and the ability to present compellingly to C-level executives and senior business/technology leaders.
• Financial acumen and budget management experience
• Strong influential personality with effective negotiating skills
• Ability to shape, adapt and improve processes
• Market connects and Solution/ Pre-Sales capabilities
• Excellent communication, interpersonal, and presentation skills
• Industry-sector experience, analytical capability, and ServiceNow solution advisory

Ability to deal with ambiguity, problem solve, take ownership

Salary Range- $183,100-$240,400

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