Director ServiceNow

TATA Consulting Services•Edison, NJ

53d

About The Position

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 Business Development 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. Delivery Oversight 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 People management including hiring, mentoring, performance appraisals of reporting team Identifying training opportunities to build competency for the industry/region Practice Growth 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

Requirements

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 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 ServiceNow solution advisory
Ability to deal with ambiguity, problem solve, take ownership

Responsibilities

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