IT Service Management and Operations Director

About the role

The role involves leading ServiceNow client implementations, providing strategic architectural guidance, and managing multiple workstreams across all project phases. The candidate will mentor teams, stay current with platform updates, and engage with decision‑makers to align solutions with client goals.

Responsibilities

• Lead ServiceNow client implementations from inception through delivery.
• Provide strategic architectural guidance and oversee multiple workstreams.
• Mentor and develop team members while fostering continuous learning.
• Engage with decision‑makers to ensure solutions align with client objectives.
• Conduct business development activities and manage solution delivery.
• Maintain and grow client relationships, including cross‑selling of services.
• Ensure project delivery aligns with organizational strategies.

Qualifications

• Minimum eight (8) years of recent ServiceNow consulting experience.
• Proven success in leading ServiceNow projects.
• Bachelor’s degree (any discipline).

Preferred Certifications

• ServiceNow Certified Master Architect (CMA) – preferred.
• ServiceNow Certified Technical Architect (CTA) – preferred.

Key Skills

• Strong analytical and problem‑solving abilities.
• Excellent written and verbal communication skills.
• Ability to present complex technical information to diverse audiences, including executives.

Travel & Eligibility

• Travel may be required based on project needs.
• Candidates must be authorized to work in the United States without sponsorship.

Core Values

The position emphasizes integrity, professionalism, and a commitment to fostering a respectful, collaborative environment.