ServiceNow Practice Lead

Wilco Source; Hyderabad, Delhi, Mumbai; Hybrid; INR 1,800,000 - 3,200,000; Full time

Job summary

CitiusTech is expanding its ServiceNow practice and seeking an experienced ServiceNow Practice Lead to build and scale this capability. The role is customer-facing and techno-functional, requiring architecture expertise, consulting, and delivery leadership.

The ideal candidate has experience as a ServiceNow Technical Architect, Solution Architect, or Enterprise Architect and moved into practice or delivery leadership.

Qualifications

• Experience leading ServiceNow practice and engagements.
• Ability to translate customer needs into scalable ServiceNow solutions.
• Proven track record in pre-sales, solution architecture, and delivery leadership.

Responsibilities

• Engage with customers, especially US-based, to understand challenges and priorities.
• Conduct discovery and consulting with business and technology stakeholders.
• Translate requirements into practical ServiceNow roadmaps and solutions.
• Lead solution presentations, workshops, and executive-level discussions.
• Be flexible for late-evening calls with US customers.

Skills

ServiceNow

Solution Architecture

Pre-Sales

Delivery Leadership

RFPs & RFIs

Stakeholder Management

Tools

ITSM

HRSD

ITOM

CSM

SecOps

SPM

Integrations

AI/GenAI

Job description

Role Overview

CitiusTech is expanding its ServiceNow practice as part of its growing digital and enterprise technology capabilities. With our initial ServiceNow engagements underway and increasing interest from customers, we are looking for an experienced ServiceNow Practice Lead who can play a key role in building and scaling this capability.

This is a customer-facing, techno-functional leadership role requiring a strong combination of ServiceNow architecture expertise, consulting mindset, solutioning, pre-sales, delivery oversight, and practice development.

The ideal candidate should have previously worked as a ServiceNow Technical Architect, Solution Architect, or Enterprise Architect and subsequently moved into practice, consulting, or delivery leadership. The individual should remain technically credible and be comfortable getting into solution details when required.

Key Responsibilities

Customer Engagement & Consulting

• Engage directly with customers, particularly US-based customers, to understand their business challenges, technology landscape, pain points, and ServiceNow priorities.
• Conduct discovery and consulting discussions with customer business and technology stakeholders.
• Translate customer requirements and pain points into practical, scalable ServiceNow solutions and transformation roadmaps.
• Act as a trusted advisor to customers and provide recommendations on ServiceNow architecture, implementation approach, platform adoption, and best practices.
• Lead solution presentations, workshops, technical discussions, and executive-level conversations with customers.
• Be flexible to participate in late-evening calls and meetings with US customers when required.

Solutioning & Pre-Sales

• Own and contribute to ServiceNow RFPs, RFIs, proposals, estimations, solution architecture, and presentations.
• Work with sales and account teams to identify ServiceNow opportunities within existing and prospective customer accounts.
• Lead discovery sessions and develop differentiated solution approaches based on customer needs.
• Support deal pursuits from initial qualification and discovery through solutioning, proposal submission, customer presentations, and technical defense.
• Provide effort estimates, delivery models, resource plans, assumptions, dependencies, and implementation roadmaps for ServiceNow opportunities.

ServiceNow Architecture & Technical Leadership

• Provide architectural oversight and guidance across ServiceNow programs.
• Ideally bring strong expertise across ITSM, with exposure to additional ServiceNow areas such as ITOM, HRSD, CSM, SecOps, SPM, integrations, AI/GenAI capabilities, and platform automation.
• Guide teams on platform architecture, integrations, scalability, security, performance, and ServiceNow development best practices.
• Review proposed solutions and ensure alignment with ServiceNow recommended practices and customer enterprise architecture.
• Stay current with the ServiceNow platform and identify new capabilities that can be leveraged to solve customer business problems.

Practice Building & Growth

• Help define the ServiceNow practice strategy, roadmap, offerings, and go-to-market capabilities.
• Build reusable ServiceNow solution assets, accelerators, demos, estimation models, proposal templates, reference architectures, and other practice IP.
• Identify capability gaps and help develop hiring and workforce plans as the practice grows.
• Participate in hiring and build a strong team of ServiceNow architects, consultants, developers, and functional specialists.
• Mentor ServiceNow team members and establish technical and delivery governance.
• Build a culture of continuous learning and drive relevant ServiceNow certifications across the practice.
• Collaborate with sales, delivery, account management, technology practices, and leadership to grow the ServiceNow business.

Delivery Governance

• Provide oversight for key ServiceNow engagements, particularly during solution design and critical delivery phases.
• Work with project and delivery leaders to proactively identify architectural and delivery risks.
• Step into customer discussions when required to resolve complex technical or solution-related challenges.