ServiceNow Practice Lead

Key Responsibilities

• Build, lead, and scale Anika Systems’ ServiceNow practice, including offerings, accelerators, and go-to-market strategies
• Define and execute the vision for ServiceNow-enabled digital transformation, including AI-driven service management
• Establish delivery standards, methodologies, and governance models to ensure consistent, high-quality outcomes
• Recruit, mentor, and develop a high-performing team of architects, developers, and consultants
• Foster a culture of innovation, collaboration, and continuous improvement
• Serve as a trusted advisor to senior client executives, leading strategic conversations around ServiceNow transformation and AI adoption
• Oversee end-to-end delivery of complex ServiceNow programs, ensuring alignment with client objectives, timelines, and budgets
• Act as executive sponsor or engagement lead across multiple concurrent engagements (typically 2–3 programs)
• Ensure excellence across all delivery phases, including strategy, design, development, testing, and deployment
• Manage program risks, issues, and dependencies while maintaining strong quality and compliance standards
• Lead and support business development efforts, including opportunity shaping, proposal development, and client presentations
• Partner with leadership to expand Anika Systems’ ServiceNow footprint across federal and commercial markets
• Develop compelling business cases, solution architectures, and transformation roadmaps
• Contribute to pipeline growth through strategic account planning and relationship expansion
• Lead the design and delivery of ServiceNow-enabled transformations across enterprise service management functions (ITSM, CSM, HRSD, and beyond)
• Provide industry-leading expertise in ServiceNow AI capabilities, including NOW Assist, agentic AI, and AI Control Tower
• Architect and implement advanced AI solutions, including: - Multi-LLM architectures - Retrieval-Augmented Generation (RAG) frameworks - Prompt engineering strategies - Agentic workflows and multi-agent systems
• Guide the development of scalable data pipelines and AI-driven automation solutions
• Translate business needs into integrated solutions across people, process, and technology
• Assess client service management maturity across people, process, and technology dimensions
• Lead process design workshops and requirements sessions with business and technical stakeholders
• Develop strategic roadmaps, operating models, and transformation plans
• Provide actionable recommendations aligned to industry best practices and emerging trends

Requirements

• Bachelor’s degree required; Master’s degree preferred
• 8–12+ years of experience in ServiceNow or enterprise platform implementations
• 3–5+ years of experience leading large-scale ServiceNow programs or practices
• Hands-on experience with ServiceNow AI solutions, including NOW Assist, Agentic AI, or AI Control Tower
• Experience implementing and scaling ServiceNow across multiple modules (e.g., ITSM, HRSD, CSM)
• Proven experience leading cross-functional teams (10+ resources)
• Strong program and project management expertise across Agile methodologies
• Demonstrated success in business development, proposal writing, and client presentations
• Strong executive communication and stakeholder management skills
• Experience designing enterprise architectures and aligning business and technical capabilities
• ServiceNow Certified Master Architect (CMA) – required
• ServiceNow Certified Technical Architect (CTA)
• Prior federal consulting experience at the Senior Manager, Director, or Practice Lead level
• Experience supporting federal government clients and navigating compliance frameworks
• Expertise in AI/ML architecture, data engineering, and automation platforms