ServiceNow CoE Lead

NewVision; Pune District; Hybrid; INR 3,600,000 - 6,000,000; Full time

Job summary

New Vision Softcom & Consultancy Pvt. Ltd. in Pune, Maharashtra, India, invites an experienced ServiceNow Centre of Excellence (CoE) Lead / Solution Architect to build and lead a high-performing practice.

Hybrid work model and a dual mandate role demand hands-on architecture excellence along with strategic CoE governance and pre-sales leadership. The role requires 12–18 years of IT experience with at least 8 years in ServiceNow-specific roles, and the ability to engage CIO-level stakeholders

Qualifications

• 12–18 years IT experience with minimum 8 years in ServiceNow-specific roles
• Experience leading Center of Excellence / practice-building initiatives
• Experience in pre-sales, governance, and client advisory for ServiceNow engagements

Responsibilities

• Define and lead the ServiceNow CoE from inception with governance and delivery standards
• Drive revenue growth through pre-sales solutioning and client advisory across regions
• Lead architecture design, integration patterns, and platform governance for large-scale ServiceNow programs

Skills

ServiceNow Master Architect

ITIL ITSM

CMDB

SaaS

Agile & Waterfall

Platform Knowledge

Education

Graduation/Equivalent Course

Tools

ServiceNow

Job description

Company Name New Vision Softcom & Consultancy Pvt. Ltd

Function Business Units (BU)

Department/Practice IT-IS

Organization Unit ITIS - Service Now

Region APAC

Country India

Base office location Pune

Working model Hybrid

Weekly Off Pune office Standard

State Maharashtra

Skills

Skill

ServiceNow- Master Architect Program SPM ITIL ITSM Application CMDB ServiceNow - SaaS Agile & Waterfall Methodologies

Graduation/Equivalent Course

CERTIFICATION

Working Language

Job Description

Job Title

ServiceNow Centre of Excellence (CoE) Lead / ServiceNow Solution Architect

Location

Pune, Maharashtra, India

Work Model

Hybrid (3 days in-office / 2 days remote per week)

Employment Type

Full-Time, Permanent

Experience

12 – 18 years (minimum 8 years in ServiceNow-specific roles)

1. ROLE SUMMARY

NewVision Software is establishing a dedicated ServiceNow Centre of Excellence (CoE) to accelerate platform-led managed services, modernise IT Service Management (ITSM) delivery, and build a replicable, revenue-generating ServiceNow practice. The CoE Lead / Solution Architect will be the technical and strategic anchor of this CoE.

This is a dual-mandate role. The individual must function simultaneously as a senior technical practitioner — capable of designing complex multi-module architectures — and as a practice builder who shapes the CoE roadmap, leads pre-sales pursuits, governs delivery quality, and grows a high-performing team. The role demands a rare combination of deep hands‑on ServiceNow expertise and senior leadership presence, comfortable engaging with Chief Information Officer (CIO)-level stakeholders and ground-level implementation teams alike.

2. STRATEGIC PURPOSE OF THE ROLE

This role is the founding hire for the NewVision ServiceNow practice. The individual appointed will:

• Define and lead the ServiceNow Centre of Excellence (CoE) from inception, establishing governance, delivery standards, and accelerator assets that become the backbone of all ServiceNow engagements.
• Drive revenue growth by owning pre-sales solutioning, proposal leadership, and client advisory relationships across EMEA and APAC markets.
• Act as the technical authority — the final arbiter of platform architecture, module design, integration patterns, and risk decisions across all engagements.
• Build and scale a certified team of ServiceNow practitioners, elevating NewVision's partner tier and market positioning.
• Position NewVision as a strategic managed services partner — not a transactional vendor — through thought leadership, platform governance, and long‑term client relationships.

3. KEY RESPONSIBILITIES

3.1 ServiceNow Centre of Excellence (CoE) Creation and Growth

• Define and operationalise the CoE charter: governance model, service catalogue, delivery methodology, and centre‑of‑gravity for all ServiceNow engagements across NewVision.
• Establish reusable accelerators, solution templates, integration patterns, and documentation libraries to reduce time‑to‑value for new client engagements.
• Build and maintain the ServiceNow practice roadmap, including module expansion priorities, partnership tier targets, and annual revenue commitments.
• Drive the ServiceNow partner ecosystem strategy — including Elite or Premier partnership progression, certification count requirements, and managed partner compliance obligations.
• Produce and track the internal practice Profit & Loss (P&L) view, reporting on revenue, utilisation, margin, and headcount metrics on a monthly basis.
• Develop a minimum of two new reusable productised service offerings per year (for example: AI‑enabled ITSM accelerator, CMDB Health‑as‑a‑Service, zero‑touch Change Management package).

3.2 Solution Architecture and Technical Leadership

• Design end‑to‑end ServiceNow platform architectures spanning multiple modules, integrations, and data models for enterprise‑scale engagements of 2,000 to 20,000+ users.
• Lead technical discovery workshops with client architects, infrastructure owners, and process Subject Matter Experts (SMEs) to translate requirements into validated solution blueprints.
• Review and approve Technical Design Documents (TDDs), architecture decision records, integration specifications, and platform configuration standards produced by the delivery team.
• Drive Configuration Management Database (CMDB) health and strategy as the foundational layer for IT Operations Management (ITOM), Security Operations (SecOps), and asset management capabilities.
• Evaluate and recommend Now Platform capabilities including App Engine, Integration Hub, Flow Designer, Automation Engine, and Artificial Intelligence / Machine Learning (AI/ML) features relevant to client use cases.
• Conduct platform health assessments and upgrade readiness reviews for prospects and existing clients, identifying technical debt and structured remediation paths.

3.3 Pre‑Sales and Go‑To‑Market (GTM) Support

• Lead solution scoping and effort estimation for Request for Proposal (RFP) responses, proofs of concept, and fixed‑price engagement proposals across ITSM, ITOM, Customer Service Management (CSM), Human Resources Service Delivery (HRSD), Governance Risk & Compliance (GRC), and other modules.
• Develop and deliver executive‑level demonstrations and prototype showcases tailored to CIO, Chief Information Security Officer (CISO), and IT Director audiences.
• Produce commercial solutioning artefacts: effort models, staffing plans, delivery timelines, risk registers, and commercial packaging for ServiceNow engagements.
• Support account farming initiatives by identifying upsell and cross‑sell opportunities within active managed services accounts.
• Represent NewVision at ServiceNow Knowledge (Now at Work) events, partner summits, and industry forums to build brand visibility and generate qualified pipeline.

3.4 Delivery Governance and Quality Assurance

• Define and enforce delivery governance frameworks including sprint standards, configuration review checkpoints, technical debt management, and release management protocols.
• Conduct architecture and code review checkpoints at key delivery milestones: design complete, User Acceptance Testing (UAT) entry, and go‑live readiness.
• Establish Managed Services operational standards on ServiceNow, including Service Level Agreement (SLA) framework configuration, queue management, Customer Satisfaction (CSAT) measurement, and reporting dashboard standards.
• Manage escalation pathways for complex technical issues affecting delivery commitments, acting as the final technical decision authority for the practice.
• Drive post‑implementation review and lessons‑learned cycles to continuously improve delivery quality and the accelerator library.

3.5 Platform Governance and Best Practices

• Author and maintain NewVision's ServiceNow Platform Standards document: naming conventions, scoped application design, update set management, and instance hygiene requirements.
• Define ServiceNow upgrade and patching cadence governance for managed services clients, including impact assessment, regression testing protocols, and stakeholder communication standards.
• Champion platform security and compliance posture — including Role‑Based Access Control (RBAC), audit logging, encryption at rest and in transit, and integration credential governance.
• Maintain current awareness of the ServiceNow release roadmap and proactively advise clients on release‑relevant changes and deprecation timelines.

3.6 Team Building, Mentoring, and Capability Development

• Hire, onboard, and mentor a team of ServiceNow Developers, Technical Consultants, ITSM Process Consultants, and Functional Architects aligned to the CoE growth roadmap.
• Define certification pathways for team members and track progress against defined quarterly milestones across Certified System Administrator (CSA), Certified Implementation Specialist (CIS), and Certified Technical Architect (CTA) credentials.
• Conduct technical interviews for mid‑to‑senior ServiceNow hires and provide structured hiring recommendations to leadership.
• Run internal knowledge‑transfer (KT) sessions, hands‑on labs, and monthly tech‑talks to elevate the practice's collective skill profile.
• Build a ServiceNow community of practice within NewVision — connecting practitioners across delivery, pre‑sales, and managed services operations tracks.

3.7 Client Advisory and Executive Communication

• Engage directly with CIO, CISO, ITSM Process Owners, and IT Directors to deliver platform strategy advisory, roadmap reviews, and maturity assessments.
• Produce executive‑ready governance decks, Quarterly Business Review (QBR) presentations, and value realisation reports for key accounts.
• Position NewVision as a strategic managed services partner through thought leadership, advisory engagements, and long‑term relationship stewardship — not a transactional implementation vendor.
• Navigate client escalations with composure, converting conflict situations into trust‑building opportunities through transparent communication and commitment‑backed recovery plans.

4. MANDATORY SKILLS AND COMPETENCIES

Technical Skills

Leadership & Business Skills

• ServiceNow Platform Architecture
• ITSM Module Design & Configuration
• ITOM Discovery & Event Management
• CMDB Design & Health Management
• Flow Designer & Business Rules
• Platform Security & RBAC Design
• ITIL v4 Process Knowledge
• Agile / Scrum Delivery on ServiceNow
• Executive Stakeholder Communication
• Delivery Governance & Quality Assurance
• Commercial Proposal Writing
• Practice P&L Ownership
• Cross‑functional Collaboration
• Technical Interview & Hiring
• Thought Leadership & Public Speaking

5. PREFERRED SKILLS (ADVANTAGEOUS)

• ServiceNow Certified Technical Architect (CTA) credential or active pursuit thereof.
• ServiceNow Certified Master Architect (CMA) — will be given priority consideration.
• Experience designing and deploying ServiceNow AI / Machine Learning (ML) features including Predictive Intelligence and Virtual Agent.
• Working knowledge of Managed Services Provider (MSP) business models including SLA management, tiered support, and managed service operations.
• Hands‑on experience with ITOM Visibility and AIOps capabilities.
• Cloud platform knowledge — Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP) at an architectural level.
• Familiarity with GRC (Governance Risk & Compliance) and SecOps (Security Operations) modules.
• Experience contributing to ServiceNow community forums, speaking at Now at Work events, or publishing technical articles.

6. SERVICENOW MODULE EXPERTISE REQUIRED

Module / Capability

ITSM — IT Service Management

Expert (Mandatory)

ITOM — IT Operations Management

Advanced (Mandatory)

Discovery, Service Mapping, Event Management, Health Log Analytics (HLA), AIOps integration

CMDB — Config. Management Database

Expert (Mandatory)

CMDB health, CI class hierarchy, identification rules, reconciliation, CSDM (Common Service Data Model)

CSM — Customer Service Management

Working (Preferred)

HRSD — HR Service Delivery

Working (Preferred)

Employee journeys, case & knowledge, HR Portal, onboarding / offboarding automation

Awareness (Desirable)

Demand management, project portfolio tracking, resource planning, roadmap visualisation

SecOps — Security Operations

Working (Preferred)

Vulnerability Response, Security Incident Response (SIR), SIEM integration, threat intelligence

Working (Preferred)

Risk framework, policy management, audit management, continuous monitoring integration

FSM — Field Service Management

Awareness (Desirable)

Work order management, dispatcher workspace, parts management, mobile field agent app

Integration Hub, App Engine, Flow Designer, Automation Engine, AI/ML

Advanced (Mandatory)

Spoke design, API configuration, sub‑flow reuse, decision tables, NLU training, Predictive Intelligence, Virtual Agent

7. REQUIRED AND PREFERRED CERTIFICATIONS

7.1 ServiceNow Certifications

Certification

Full Form

Requirement

CSA

ServiceNow Certified System Administrator

Mandatory

CAD

ServiceNow Certified Application Developer

Mandatory

CIS-ITSM

Certified Implementation Specialist – IT Service Management

Mandatory

CIS-ITOM / CIS-Discovery

Certified Implementation Specialist – IT Operations Management

Mandatory

CIS-CSM / CIS-HRSD / CIS-SecOps / CIS-GRC

Any additional Certified Implementation Specialist (choose relevant module)

Preferred

CTA

ServiceNow Certified Technical Architect

Strongly Preferred

CMA

ServiceNow Certified Master Architect

Highly Preferred (Senior Candidates)

7.2 Non-ServiceNow Certifications

Certification

Full Form

Requirement

ITIL Foundation v4

Information Technology Infrastructure Library Foundation

Mandatory

ITIL Managing Professional (MP)

ITIL Managing Professional stream (Create, Deliver & Support / Drive Stakeholder Value)

Preferred

8. EXPERIENCE REQUIREMENTS

Dimension

Total IT Experience

12 – 18 years overall; minimum 8 years in ServiceNow-specific roles

ServiceNow Implementation

Led or co‑led a minimum of 6 full‑cycle enterprise implementations across at least 3 different modules

Minimum 4 years in a ServiceNow Solution Architect, Technical Lead, or Principal Consultant capacity

Participated in or led a minimum of 10 pre‑sales cycles including RFP responses, demonstrations, and effort estimations

Team Management

Directly managed or mentored a ServiceNow team of minimum 5 practitioners

MSP / Managed Services Context

Minimum 2 years configuring or operating ServiceNow in a Managed Services Provider environment (preferred)

Client Seniority Level

Demonstrated experience engaging at CIO, CISO, or VP / Director of IT level in a client advisory capacity

Industry Verticals

Exposure to 2 or more of: Financial Services, Healthcare, Manufacturing, Retail, Telecom, or Public Sector

Release Currency

Must be current on recent ServiceNow release cycle (Xanadu / Yokohama or later)

9. LEADERSHIP AND COMMUNICATION EXPECTATIONS

• Executive presence: Ability to walk into a boardroom, establish credibility within the first five minutes, and sustain a strategic advisory dialogue without relying on slides or technical jargon.
• Written communication: Capable of authoring polished executive summaries, client‑facing proposals, delivery governance reports, and architecture narratives independently.
• Conflict navigation: Demonstrates emotional maturity and situational judgement in managing stakeholder disagreements, delivery escalations, and commercial negotiations.
• Cross‑functional leadership: Comfortable working horizontally across NewVision's pre‑sales, delivery, HR, and finance functions to drive outcomes without direct authority.
• Team culture: Acts as a visible culture carrier — modelling intellectual curiosity, delivery rigour, and client focus within the practice.
• Public representation: Willing and able to represent NewVision at ServiceNow events, partner forums, and industry conferences as a recognised thought leader.

10. BUSINESS DEVELOPMENT AND PRACTICE GROWTH EXPECTATIONS

• Own a personal revenue influence target of INR 3 Crore – 5 Crore annually, inclusive of pre‑sales wins attributable to the individual's technical solutioning and client advisory contribution.
• Build a pipeline of qualified ServiceNow opportunities in collaboration with Business Development (BD) and Account Management teams, targeting a minimum of 8 – 10 active pursuits per quarter at steady state.
• Develop a minimum of two new reusable solution offerings per year as productised service lines (for example: AI‑enabled ITSM accelerator, CMDB Health‑as‑a‑Service, zero‑touch Change Management).
• Contribute to NewVision's ServiceNow partner tier progression — supporting technical capability evidence, customer references, and certification count targets required for Elite partner status.
• Identify, nurture, and close upsell opportunities in active managed services accounts by introducing new modules, automation capabilities, and advisory retainer models.