ServiceNow CRM Practice Head

Job Title: ServiceNow CRM Location: Remote Job Type: Full time

Key Responsibilities Define and lead the offshore ServiceNow Customer Workflow (CSM/FSM) practice strategy and growth roadmap. Drive revenue enablement through presales support, RFP solutioning, estimations, and client presentations. Oversee end-to-end delivery of ServiceNow CSM, FSM, customer portals, and CRM integrations across global clients. Establish delivery governance, quality standards, risk management, and performance KPIs. Build, mentor, and scale a high-performing offshore ServiceNow CRM team (Architects, Leads, Developers). Develop reusable accelerators, best practices, and capability frameworks to enhance competitiveness. Act as senior escalation point for key client engagements and ensure delivery excellence. Collaborate with global sales, alliances, and ServiceNow partner ecosystem teams to expand market presence.

Qualifications 15+ years of overall IT experience. 8+ years of hands-on ServiceNow platform experience. 5+ years focused on ServiceNow Customer Workflow (CSM/FSM). Proven experience leading offshore/global ServiceNow practice or large delivery portfolios. Strong background in enterprise CRM architecture and system integrations. Experience in presales, solution design, and supporting large enterprise bids. Demonstrated ability to build and scale technical teams. ServiceNow certifications (CSA, CIS-CSM preferred).