ServiceNow Consulting Director

RSM•Cleveland, OH

22h

About The Position

The ServiceNow Consulting Director is a member of the ServiceNow practice leadership team, focused on driving growth, strengthening client relationships, expanding market presence across the United States, and leading ServiceNow delivery operations. This role partners closely with sales, delivery, alliance, and practice leadership to support go-to-market execution, client success, and the development of high-performing ServiceNow talent. The Director brings a practice-growth mindset that extends beyond platform implementation, with a strong understanding of the ServiceNow partner ecosystem, Product Line Achievement (PLA) and Validated Practice objectives, learning and certification strategies, talent development, industry-led solutioning, and go-to-market activation. This leader is accountable for revenue growth and the operational health of the ServiceNow practice, while connecting ServiceNow capabilities to industry-specific business outcomes and contributing to practice growth, market differentiation, and long-term client value creation.

Requirements

Bachelor’s degree or equivalent experience.
8+ years of experience in consulting or technology services, with significant ServiceNow platform experience.
Prior experience operating at a Director or equivalent senior leadership level within a professional services organization.
Demonstrated ability to support and drive revenue growth, influence pipeline, and build executive client relationships.
Strong understanding of the ServiceNow platform, ecosystem, and enterprise adoption models.
Demonstrated understanding of the ServiceNow partner ecosystem and the ability to translate ServiceNow capabilities into industry-specific business outcomes and differentiated client solutions.
Excellent communication, presentation, and stakeholder management skills.
Ability to collaborate effectively across sales, delivery, alliances, and internal leadership teams.

Nice To Haves

Experience supporting regional or national practice growth initiatives.
Experience working with large commercial or enterprise clients.
Experience leading or scaling delivery operations within a professional services or technology consulting practice.
Experience contributing to ServiceNow PLA, Validated Practice, partner achievement, or similar partner-program objectives.
Experience developing ServiceNow learning, certification, and talent-development strategies.
Experience developing industry-led ServiceNow solutions, go-to-market offerings, or market-facing accelerators.
ServiceNow certifications and/or experience across multiple ServiceNow workflows (e.g., ITSM, CSM, HRSD, SecOps, GRC).

Responsibilities

Collaborate with ServiceNow practice leadership to advance U.S. market growth initiatives, including pipeline development, account expansion, and market visibility.
Build and maintain trusted advisor relationships with client executives across key accounts.
Partner with Sales leadership on account planning, pursuit strategy, solution shaping, and proposal development.
Support complex sales pursuits and participate in executive-level client discussions.
Collaborate with Alliance and Marketing teams to strengthen ServiceNow partner alignment and market presence.
Support ServiceNow partner objectives, including Product Line Achievement (PLA), Validated Practice goals, certification and learning strategies, and other initiatives that strengthen the practice’s market position and partner standing.
Drive industry-led solutioning by connecting ServiceNow capabilities and offerings to client business outcomes, emerging industry needs, and differentiated market solutions.
Provide senior oversight and guidance for ServiceNow engagements, ensuring quality, financial, and delivery expectations are met.
Act as an escalation point for complex client situations and support resolution efforts.
Lead, mentor, and develop senior ServiceNow leaders, architects, and delivery managers.
Support talent planning, hiring, onboarding, certification, and career development activities.
Develop and execute talent strategies that build ServiceNow capabilities, strengthen technical and functional expertise, and support the long-term scalability of the practice.
Contribute to practice financial performance through forecasting, utilization awareness, and margin management.
Support annual planning, operational priorities, and strategic initiatives for the ServiceNow practice.
Stay current on ServiceNow platform capabilities, roadmap, partner ecosystem, and industry trends to inform offerings and client conversations.
Lead ServiceNow delivery operations across active engagements, ensuring consistent execution standards, delivery governance, and adherence to implementation best practices.
Drive resource capacity planning and alignment of skills to pipeline demand to ensure scalable, predictable delivery performance.
Establish and monitor delivery performance metrics (e.g., margin, utilization, project health, client satisfaction) and implement corrective actions as needed.
Standardize and evolve ServiceNow delivery methodologies, accelerators, and quality assurance frameworks to improve efficiency and scalability across the practice.
Contribute to go-to-market activation, market differentiation, and the development of repeatable ServiceNow offerings, accelerators, and industry solutions that create long-term client and practice value.