Director ServiceNow
- Customer Engagement & Relationship:
- 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 ServiceNow 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 ServiceNow 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 ServiceNow account executive/team
- Collaborate with Industry & account teams in the region to better position ServiceNow 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 ServiceNow capabilities in the region
- Provide inputs for offerings build and innovation
- Enable positioning of TCS as a leading partner of ServiceNow 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+ experience in ServiceNow modules (ITSM/ITOM/HRSD/CSM/S2P/SecOps)
- 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 execut ive 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 ServiceNow solution advisory
- Ability to deal with ambiguity, problem solve, take ownership
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