ServiceNow Director

Tata Consultancy Services; Edison (NJ); On-site; USD 183,100 - 240,400; Full time

Job summary

Tata Consultancy Services is seeking an experienced client engagement and relationship leader to drive ServiceNow initiatives and strategic account growth. You will partner with CXOs, shape account roadmaps, and align delivery with client goals across ITSM, ITOM, HRSD, CSM, and related modules.

You will lead cross-functional teams, develop revenue-generating strategies, and ensure high-quality governance and delivery across regional MSP accounts.

Qualifications

• 12+ years in client-facing roles and account leadership.
• 7+ years in ServiceNow modules (ITSM/ITOM/HRSD/CSM/S2P/SecOps).
• Proven ability to lead and motivate teams.
• Strong stakeholder and executive relationship skills.
• Experience creating proposals and winning deals.
• Experience in business development and GTM partnerships.
• Financial acumen and budget management experience.
• Ability to lead cross-functional teams and programs.
• Excellent communication and presentation skills.
• Industry-sector experience with ServiceNow advisory.

Responsibilities

• Build and maintain long-term client relationships, including CXOs.
• Serve as strategic advisor on trends, best practices, and solutions for client challenges.
• Lead revenue growth through account plans and new opportunities.
• Ensure delivery readiness and governance across programs.
• Collaborate with sales, marketing, and delivery teams to ensure seamless service delivery.
• Proactively manage risks and client satisfaction.
• Mentor teams and drive practice growth in ServiceNow.
• Develop talent strategy for cross-skilling and hiring.
• Position TCS as a leading ServiceNow partner regionally.
• Oversee MSP accounts focusing on license consumption and platform adoption.

Skills

ServiceNow ITSM

ServiceNow ITOM

ServiceNow HRSD

ServiceNow CSM

ServiceNow S2P

ServiceNow SecOps

Executive presence

Stakeholder management

Business development

Budget management

Job description

Job Description

Customer Engagement & Relationship

• Building and maintaining strong, long-term relationships with clients at various levels, including CXOs.
• Serving as a primary point of contact and strategic advisor, providing insights on industry trends, best practices, and potential solutions to client challenges.
• Build confidence with TCS customers as the go-to partner for any ongoing and upcoming ServiceNow engagements

Business Development

• Managing the revenue and profit targets for the assigned accounts to ensure profitable growth.
• Developing long-term strategic roadmaps for clients and creating account plans to align with their business goals.
• Develop client engagement strategies and roadmaps for ServiceNow adoption for existing customers
• Identifying and pursuing new business opportunities, creating proposals, responding to RFPs/RFIs, and driving revenue growth within assigned accounts.

Delivery Oversight

• Working closely with internal teams, such as sales, marketing, and delivery, to ensure seamless client experiences and successful service delivery.
• Ensuring that the delivery of services meets client expectations, monitoring key account metrics, and ensuring high standards of governance.
• Proactively identifying and resolving client issues or challenges and managing potential risks to client satisfaction and project delivery.
• Ensure delivery readiness for new account hand off from sales and solutions
• Proactively identify areas of growth and accordingly craft a talent strategy comprising of sources like cross-skilling, up-skilling and external hiring
• Govern MSP accounts with focus on license consumption, feature upgrades, platform adoption and joint positioning along with ServiceNow account executive/team
• Collaborate with Industry & account teams in the region to better position ServiceNow to solve enterprise and industry challenges

People Management

• People management including hiring, mentoring, performance appraisals of reporting team
• Identifying training opportunities to build competency for the industry/region

Practice Growth

• Supporting practice initiatives and strengthening ServiceNow capabilities in the region
• Provide inputs for offerings build and innovation
• 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