ServiceNow Practice Head

Position Overview

We are looking for an experienced ServiceNow Practice Head / Architect to build, lead, and scale our ServiceNow practice. This role requires deep technical expertise, strong leadership abilities, and hands-on experience in designing and developing ServiceNow applications, integrations, and Marketplace-ready APIs.

You will be responsible for building a high-performing team, establishing delivery frameworks, creating reusable components, and driving innovation within the ServiceNow ecosystem.

Key Responsibilities

Practice Leadership & Team Building

• Build, mentor, and lead a world-class ServiceNow team of developers, admins, and consultants.
• Drive hiring, training, competency development, and certification roadmap for the ServiceNow practice.
• Design and implement best practices, delivery processes, and governance models.
• Lead pre-sales efforts, solutioning, proposal creation, and client technical discussions.

Technical Architecture & Delivery

• Architect, design, and deliver scalable and secure ServiceNow solutions across multiple modules (ITSM, ITOM, HRSD, CSM, SecOps, IRM, etc.).
• Act as the technical authority for all ServiceNow projects and ensure high quality and performance standards.
• Review complex configurations, integrations, data models, workflows, and custom applications.

ServiceNow Marketplace & API Development

• Design and build reusable applications, scoped apps, plugins, and APIs for the ServiceNow Store/Marketplace.
• Develop integration frameworks using REST/SOAP APIs, MID Server, Webhooks, OAuth, and 3rd-party connectors.
• Ensure all Marketplace apps follow compliance, documentation, security, and certification guidelines from ServiceNow.
• Identify market gaps and conceptualize new apps for monetization and community contribution.

Innovation & Strategy

• Drive innovation by introducing accelerators, reusable assets, automation tools, and best practices.
• Stay up to date with ServiceNow releases, new features, and platform enhancements.
• Build long-term strategic vision for the ServiceNow practice aligned with business goals.
• Work closely with leadership, sales, and delivery teams to expand ServiceNow offerings and partnerships.

Required Skills & Experience

Technical Expertise

• 10 to 18 years of overall IT experience with deep expertise in the ServiceNow ecosystem.
• Strong hands-on experience in ServiceNow architecture, custom app development, integrations, Flow Designer, scripting (Glide, JS), and platform security.
• Proven experience building APIs and scoped applications for the ServiceNow Store / Marketplace.
• Strong understanding of ServiceNow data models, tables, ACLs, performance tuning, and CI/CD.
• Experience working across modules like ITSM, ITOM, CSM, HRSD, SecOps, IRM, or GRC.

Leadership & Business Skills

• Experience building teams from scratch or scaling a ServiceNow practice.
• Strong client-facing skills, ability to participate in pre-sales and solution design.
• Excellent communication, leadership, and coaching abilities.
• Ability to define strategy, build roadmaps, and deliver outcomes across multiple client accounts.

Preferred Qualifications

• Certified Master Architect (CMA) highly preferred
• Certified Technical Architect (CTA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS) – any modules
• Experience working with ServiceNow partner ecosystem
• Prior experience publishing apps on the ServiceNow Marketplace

Why Join Us?

• Opportunity to build a practice from the ground up
• Freedom to innovate and create new Marketplace products
• Leadership role with full ownership of strategy and technology
• Work with global clients and cutting-edge ServiceNow initiatives