[Hiring] Director of Expert Services, ITAM and ITOM @ServiceNow

Role Description

As Director, ITAM and ITOM Services (Americas), you will establish the strategic vision and drive the execution of our ITAM and ITOM practice across the United States and Canada. You will lead a team of senior-level technical consultants and Business Process Consultants (BPCs) while defining practice strategy, market positioning, and competitive differentiation. You will be instrumental in expanding the ServiceNow ITAM and ITOM footprint, establishing delivery excellence as a competitive advantage, cultivating deep customer relationships, and maximizing customer value realization in the asset management and operations domains.

What you'll do

• Strategic Practice Leadership & Market Positioning
  • Define and articulate the strategic direction for ITAM and ITOM Services across the Americas.
  • Develop and execute a comprehensive business plan for ITAM and ITOM Services.
  • Lead strategic capability development initiatives.
  • Stay informed of ITAM and ITOM trends and emerging opportunities.
• Leadership & Delivery Excellence
  • Provide visionary leadership and active mentorship to your team.
  • Manage delivery execution for a team of senior-level technical consultants and BPCs.
  • Establish and manage delivery quality standards.
  • Monitor key delivery metrics and team performance.
• Customer Strategy & Executive Engagement
  • Build and maintain executive-level relationships with key customer stakeholders.
  • Engage with senior customer leaders to design and guide ITAM and ITOM transformation roadmaps.
  • Champion high-quality delivery and customer satisfaction.
• Cross-Functional Collaboration & Ecosystem Leadership
  • Drive strategic collaboration with cross-functional teams.
  • Lead strategic partnerships with ServiceNow technology and implementation partners.
  • Mentor and guide ServiceNow ITAM and ITOM consultants and partner ecosystem resources.
  • Engage with industry communities, analyst firms, and peer networks.
  • Partner with the Acceleration & Modernization (A&M) team.
  • Work with Product Excellence (PEx) to drive global standards.
  • Lead regional sales strategies for ITAM and ITOM Services.
  • Travel up to 40% annually based on business and customer needs.

Qualifications

• 12+ years of progressive leadership experience in ITAM, ITOM, IT Operations Consulting, or related enterprise IT services delivery.
• Extensive consulting experience within global, enterprise-scale organizations.
• Deep understanding of the ITAM and ITOM landscape.
• Demonstrated expertise leading and scaling technical consulting teams.
• Proven ability to develop strategic practice roadmaps and manage complex customer engagements.
• Proven ability to define practice strategy and establish competitive differentiation.
• Exceptional people leadership skills.
• Extensive experience delivering customer success and professional services in ITAM and ITOM domains.
• Strong passion for technology and digital transformation.
• Experience leading cross-functional teams and strategic initiatives.
• Outstanding organizational, time management, and communication skills.

Requirements

• ServiceNow ITAM and ITOM platform experience and certifications (CIS-ITAM, CIS-ITOM, CIS-SAM, CIS-HAM) are highly desirable.

Benefits

• Flexible or Remote work options.

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.