Director of Expert Services, ITAM and ITOM

ServiceNow · Full-time · Posted 1w ago

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

The Team

As part of Delivery Excellence, our ITAM (IT Asset Management) and ITOM (IT Operations Management) Services teams empower enterprises to optimize their technology investments, strengthen operational resilience, and drive business value across their critical IT domains. We partner closely with customers to drive adoption of asset optimization, operational excellence, governance, compliance, and demonstrable cost savings through our ITAM and ITOM product portfolios.

The Role

As Director, ITAM and ITOM Services (Americas), you will establish the strategic vision and drive the execution of our ITAM and ITOM practice across the United States and Canada. You will lead a team of senior-level technical consultants and Business Process Consultants (BPCs) while defining practice strategy, market positioning, and competitive differentiation. You will be instrumental in expanding the ServiceNow ITAM and ITOM footprint, establishing delivery excellence as a competitive advantage, cultivating deep customer relationships, and maximizing customer value realization in the asset management and operations domains.

What you'll do

Strategic Practice Leadership & Market Positioning

Define and articulate the strategic direction for ITAM and ITOM Services across the Americas, establishing clear market positioning, competitive differentiation, and long-term growth objectives that align with ServiceNow's broader business strategy.
Develop and execute a comprehensive business plan for ITAM and ITOM Services, forecasting market opportunities, identifying expansion vectors within key customer segments, and establishing measurable KPIs to drive practice performance and revenue growth.
Lead strategic capability development initiatives and establish ITAM and ITOM as a recognized thought leader in the industry, positioning ServiceNow as the preferred partner for enterprise asset optimization and operations excellence.
Stay informed of ITAM and ITOM trends, customer landscape changes, regulatory requirements, and emerging opportunities in IT operations and asset governance to shape practice strategy and enhance ServiceNow portfolio positioning.

Leadership & Delivery Excellence

Provide visionary leadership and active mentorship to your team of technical consultants and BPCs, fostering a high-performance delivery culture centered on customer success, innovation, and continuous improvement.
Manage delivery execution for a team of senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives while maintaining strict quality standards and delivery excellence.
Establish and manage delivery quality standards spanning sales support through customer hyper-care, including oversight of internal resources and delivery partners to ensure consistent, world-class outcomes.
Monitor key delivery metrics and team performance, using data-driven insights to improve operational efficiency, service excellence, consultant productivity, and practice profitability.

Customer Strategy & Executive Engagement

Build and maintain executive-level relationships with key customer stakeholders, including Chief Information Officers, Chief Financial Officers, Chief Audit Officers, Infrastructure Directors, and business transformation leaders to shape strategic outcomes.
Engage with senior customer leaders to design and guide ITAM and ITOM transformation roadmaps, optimize asset lifecycle processes, enhance operational visibility and control, and drive measurable business outcomes.
Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally while serving as the escalation point for strategic customer issues.

Cross-Functional Collaboration & Ecosystem Leadership

Drive strategic collaboration with cross-functional teams across Product, Sales, Customer Excellence Group (CEG), Marketing, Training, Sales Enablement, and Partner organizations to align on practice strategy and ensure seamless implementation.
Lead strategic partnerships with ServiceNow technology and implementation partners, defining joint business goals, practice development priorities, and ecosystem growth initiatives.
Mentor and guide ServiceNow ITAM and ITOM consultants and partner ecosystem resources, building organizational capability, technical expertise, and thought leadership within the practice.
Engage with industry communities, analyst firms, and peer networks to represent ServiceNow, share best practices, and establish thought leadership in ITAM and ITOM domains.
Partner with the Acceleration & Modernization (A&M) team to shape the integration of AI-powered asset management and operations automation capabilities, driving adoption of intelligent tools that enhance consultant productivity and accelerate customer time-to-value.
Work with Product Excellence (PEx) to drive global standards on best practice development, adoption, and new product introduction (NPI) in the ITAM and ITOM domain.
Lead regional sales strategies for ITAM and ITOM Services, driving portfolio performance, pipeline development, and achievement of services revenue targets.
Travel up to 40% annually based on business and customer needs.

Qualifications

Core Experience & Expertise

12+ years of progressive leadership experience in ITAM, ITOM, IT Operations Consulting, IT Service Management, or related enterprise IT services delivery, with a proven track record leading transformational initiatives at scale.
Extensive consulting experience within global, enterprise-scale organizations, with focus on managed delivery of IT asset management, IT operations management, service management, or related ServiceNow ITAM/ITOM solutions.
Deep understanding of the ITAM and ITOM landscape, including ServiceNow platform capabilities, asset lifecycle management, operational excellence frameworks, and industry competitors, trends, and best practices.
Demonstrated expertise leading and scaling technical consulting teams and delivery organizations, particularly in cloud-based and SaaS ITAM and ITOM solutions.
Proven ability to develop strategic practice roadmaps, establish market positioning, and manage complex customer engagements while directing technical and consulting resources to achieve business outcomes.

Strategic & Business Leadership

Proven ability to define practice strategy, establish competitive differentiation, and build strategic business plans that drive market expansion and revenue growth.
Track record of translating market insights into practice positioning, capability development, and go-to-market strategies that drive customer adoption and competitive advantage.
Demonstrated ability to consult, influence, and establish credibility with executive-level stakeholders, including C-suite leaders, to align on strategic objectives and drive transformational outcomes.

Executive Engagement & Leadership

Exceptional people leadership skills, including coaching, mentoring, and strategic talent development of technical and consulting teams.
Ability to lead and inspire teams—both direct reports and those in matrix relationships—toward ambitious goals and measurable outcomes while fostering a culture of excellence.
Dedication to customer success, delivery excellence, continuous improvement, and thought leadership in the ITAM and ITOM domain.

Technical & ServiceNow Knowledge

Extensive experience delivering customer success and professional services in ITAM and ITOM domains, with deep understanding of operational challenges, business priorities, and transformation drivers.
ServiceNow ITAM and ITOM platform experience and certifications (CIS-ITAM, CIS-ITOM, CIS-SAM, CIS-HAM) are highly desirable.
Strong passion for technology and digital transformation, particularly its impact on enterprise operational efficiency, cost optimization, and IT governance.

Collaboration & Communication

Experience leading cross-functional teams and strategic initiatives across Product, Marketing, Training, Sales, Sales Enablement, and external partner organizations.
Ability to communicate complex ITAM and ITOM solutions and strategic initiatives clearly to diverse audiences, both technical and non-technical, including C-suite executives.
Outstanding organizational, time management, and communication skills (written, verbal, and presentation).

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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