Head COE - ServiceNow

Head – Center of Excellence and Implementation (COEI) ServiceNow Practice

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Position Details

Location: Bengaluru, India (preferred)

Reporting To: CTO / Head of Delivery

Experience Required: 12–18+ years in enterprise IT / consulting / product companies; 5+ years in ServiceNow ecosystem

Employment Type: Full-time

Function: Delivery / Practice / CoE Leadership

About the Role

We are looking for a senior, visionary leader to build and head our ServiceNow Center of Excellence and Implementation (COEI). This is a rare opportunity to shape the DNA of a growing ServiceNow practice — combining deep technical authority with the ability to drive delivery excellence, pre-sales impact, and a strong internal knowledge culture.

The Head of COEI will serve as the highest technical authority for all ServiceNow engagements, own the full implementation lifecycle across clients, define internal practices and standards, and be a strategic partner to sales and leadership.

Key Responsibilities

1. CoE Leadership & Strategy
   • Establish and evolve the ServiceNow Center of Excellence — frameworks, delivery standards, governance models, and solution accelerators.
   • Define and own the technical roadmap for the ServiceNow practice.
   • Drive adoption of best practices across implementation, configuration, integration, and customization.
   • Lead internal upskilling initiatives, certification programs, and knowledge repositories.
   • Track and report on CoE KPIs: delivery quality, client satisfaction, reusability, and innovation metrics.
2. Implementation Ownership
   • Take end-to-end accountability for ServiceNow implementations across ITSM, ITOM, ITAM, CSM, HR, GRC, SPM, and other modules.
   • Lead solution architecture for large, complex, multi-module programs.
   • Review and approve technical designs, integration blueprints, and upgrade strategies.
   • Act as the escalation point for critical delivery challenges.
   • Ensure consistent post-go-live support, hypercare transitions, and continuous improvement plans.
3. Pre-Sales & Client Engagement
   • Partner with business development and account teams for solution positioning, proposals, and demos.
   • Lead technical discovery workshops and present solution blueprints to CXO-level stakeholders.
   • Contribute to RFP/RFI responses with technical depth and differentiation.
   • Support commercial structuring — effort estimation, T&M vs fixed price, staffing pyramids.
   • Build and maintain senior client relationships as a trusted advisor.
4. People & Capability Development
   • Hire, mentor, and grow a high-performing team of ServiceNow architects, developers, and consultants.
   • Define role-based competency frameworks and career progression paths.
   • Conduct structured technical interviews and capability assessments.
   • Foster a culture of learning, peer review, and continuous improvement.
5. Innovation & Thought Leadership
   • Identify and pilot emerging ServiceNow capabilities — AI/ML, automation, and platform innovations.
   • Build reusable assets: solution templates, integration accelerators, test frameworks.
   • Represent the organization at ServiceNow events, webinars, and community forums.
   • Develop internal and external content: whitepapers, case studies, blog posts.

Required Skills & Experience

Technical Expertise

• Deep, hands-on expertise in ServiceNow: ITSM, ITOM, ITAM, CSM, HR Service Delivery, GRC, SPM / PPM.
• Strong architectural skills: solution design, data modeling, integration patterns, instance strategy.
• Proficiency in ServiceNow development: Flow Designer, Scripting (JavaScript / GlideScript), REST/SOAP integrations, Service Portal / Workspace.
• Experience with ServiceNow upgrade management and instance health best practices.
• Familiarity with adjacent technologies: Azure, AWS, MuleSoft, Jira, SAP integrations.

Certifications (Strongly Preferred)

• Certified Implementation Specialist (CIS) in 2+ modules
• Certified Application Developer (CAD)
• Certified System Administrator (CSA)
• Certified Technical Architect (CTA) — preferred or in progress

Leadership & Business Skills

• Proven track record leading large delivery teams (15+ people) and complex programs ($2M+ TCV).
• Strong commercial acumen: pricing, SOW creation, P&L awareness.
• Excellent communication and executive presence — ability to influence and align diverse stakeholders.
• Experience building CoEs, practices, or centers of competency from the ground up.
• Strategic thinker with hands-on execution capability.

What We Offer

• Opportunity to build and lead a ServiceNow practice from the ground up — genuine greenfield ownership.
• Competitive compensation with performance incentives.
• High visibility role with direct access to C-suite leadership.
• A collaborative, fast-moving environment where your ideas translate directly to company strategy.
• Investment in certifications, learning, and industry participation.

Ideal Candidate Profile

You are a senior ServiceNow professional who has “done the reps” — you’ve led large implementations, gotten your hands dirty with architecture and development, built and mentored teams, and engaged with clients at the CXO level. You are equally comfortable in a delivery war room, a pre-sales workshop, or a boardroom. You want to build something lasting.

Confidential — For Internal Use Only