Director ServiceNow

Job Description

• 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 Service Now engagements.

• 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 Service Now engagements.

• 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 Service Now adoption for existing customers.
• Identifying and pursuing new business opportunities, creating proposals, responding to RFPs/RFIs, and driving revenue growth within assigned accounts.

• 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 Service Now account executive/team.
• Collaborate with Industry & account teams in the region to better position Service Now to solve enterprise and industry challenge.

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

• Supporting practice initiatives and strengthening Service Now capabilities in the region.
• Provide inputs for offerings build and innovation.
• Enable positioning of TCS as a leading partner of Service Now in the region, by participating in regional events, publishing white papers, leading industry PoV.

• 12+ years of experience in client-facing roles, account leadership, or delivery management.
• 7+ years experience in Service Now modules (ITSM/ITOM/HRSD/CSM/S2P/Sec Ops).
• 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 Service Now solution advisory.
• Ability to deal with ambiguity, problem solve, take ownership.

Salary Range: $183,100–$240,200