Practice Lead ServiceNow

Practice Lead Service Now
Position Overview
The Practice Lead ServiceNOW Center of Excellence will be a key member of the team whose charter is to drive the digital transformation. We are looking for an individual who wants to make an impact on the business transformation of a $2 billion USD company.

• Team Performance and growing the team as the practice grows
• Project Execution for both internal and external Service Now Projects
• Managing relationship with key internal stakeholders and external customers
• Running a rapidly growing practice

Candidates should have the following skills/experience

• Should have a consulting background in a leadership position
• Strong team building skills able to hire, mentor and develop a high performing team
• Excellent Client Management skills
• Strong mix of technical and business operations skills
• Understanding of the capabilities of Service Now and experience with using Service Now capabilities to digitally transform key business processes

This will require some travel to locations and some client visits for larger engagements (not extensive travel but probably 10 15%)

We recognize and emphasize that digital transformation is more than a technology initiative. It is about successfully addressing business operating models, people, processes and enabling digital/AI platforms.

The Practice Lead, Team Lead, ServiceNOW Center of Excellence will be responsible for managing multiple initiatives and be actively engaged with the multi-disciplined, matrixed team for driving adoption by teams and customers.

• You are an experienced leader with a depth of experience in ServiceNOW and can take on both technical and process assignments. You have a background of deep technical know-how, business operations, and consulting experience. You possess intellectual curiosity, out of box thinking, strong problem-solving skills, excellent communication skills, and the ability to work/influence across multiple stakeholder groups.
• Flexible in reacting to a dynamic environment and thus able to lead your team as priorities emerge.
• You drive for impact that is measurable and observable.
• Leadership skills with proven management experience in driving implementation and adoption of ServiceNOW solutions.
• Experience leading large-scale digital or complex IT change and transformation especially/ideally in the ServiceNOW area.
• Are a Self-starter with extensive ServiceNOW and operations experience.
• Strong ability to develop and maintain relationships, influence stakeholders, and drive outcomes.
• Ability to Challenge conventional views and present ideas persuasively to resolve conflict and gain buy-in/steer others to achieve specific outcomes.
• Strong problem-solving skills.
• Strong communication skills.
• Business acumen.
• Process management / process improvement experience.

Key Responsibilities

• Develop and nurture a very strong key team culture centered around service to colleagues and clients.
• Lead and identify initiatives to digitally transform the global supply chain processes involving stakeholder organizations from around the company.
• Deliver these key initiatives on time and within scope.
• Bring thought leadership and vision to create the future state of the ServiceNOW Center of Excellence processes leveraging digital solutions which drive offerings along with providing 5 Star service for our clients.
• Identify and lead projects as product owner that may be related to ServiceNOW operating model design, process design, process and technology maturity assessment, benchmarking, data set up, automation potential assessment, ERP solutions implementation, automation, training delivery, change management, etc.
• Drive implementation and adoption of modern ServiceNOW technology across the organization.
• Develop KPIs and metrics to measure and report progress.

Education/Certification/Experience
Bachelor's degree or higher.
IT: 10 years (Preferred)
ServiceNOW some experience/awareness is strongly preferred