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ServiceNow is seeking a Director of ITAM and ITOM Services to lead the strategic vision and execution of IT Asset Management and IT Operations Management services across the Americas (US and Canada). You will lead a team of senior-level technical consultants and Business Process Consultants while defining practice strategy, market positioning, and competitive differentiation.
Key Responsibilities:
Strategic Practice Leadership: Define and articulate strategic direction for ITAM and ITOM Services across the Americas, establishing clear market positioning, competitive differentiation, and long-term growth objectives aligned with ServiceNow's business strategy. Develop and execute comprehensive business plans, forecast market opportunities, identify expansion vectors within key customer segments, and establish measurable KPIs. Lead capability development initiatives and establish ITAM and ITOM as a recognized thought leader in the industry.
Leadership & Delivery Excellence: Provide visionary leadership and active mentorship to your team of technical consultants and BPCs, fostering a high-performance delivery culture centered on customer success and innovation. Manage delivery execution for strategic transformation initiatives while maintaining strict quality standards. Establish and manage delivery quality standards spanning sales support through customer hyper-care. Monitor key delivery metrics and team performance using data-driven insights to improve operational efficiency, consultant productivity, and practice profitability.
Customer Strategy & Executive Engagement: Build and maintain executive-level relationships with key customer stakeholders including CIOs, CFOs, Chief Audit Officers, Infrastructure Directors, and business transformation leaders. Engage with senior customer leaders to design and guide ITAM and ITOM transformation roadmaps, optimize asset lifecycle processes, and drive measurable business outcomes. Champion high-quality delivery and customer satisfaction, serving as the escalation point for strategic customer issues.
Cross-Functional Collaboration: Drive strategic collaboration with cross-functional teams across Product, Sales, Customer Excellence Group, Marketing, Training, Sales Enablement, and Partner organizations. Lead strategic partnerships with ServiceNow technology and implementation partners. Mentor and guide ServiceNow ITAM and ITOM consultants and partner ecosystem resources. Engage with industry communities and analyst firms to represent ServiceNow and establish thought leadership. Partner with the Acceleration & Modernization team to shape integration of AI-powered asset management and operations automation capabilities. Work with Product Excellence to drive global standards on best practice development and new product introduction. Lead regional sales strategies for ITAM and ITOM Services, driving portfolio performance and achievement of services revenue targets. Travel up to 40% annually based on business and customer needs.
Requirements:
• 12+ years of progressive leadership experience in ITAM, ITOM, IT Operations Consulting, IT Service Management, or related enterprise IT services delivery, with proven track record leading transformational initiatives at scale
• Extensive consulting experience within global, enterprise-scale organizations with focus on managed delivery of IT asset management, IT operations management, service management, or related ServiceNow ITAM/ITOM solutions
• Deep understanding of the ITAM and ITOM landscape, including ServiceNow platform capabilities, asset lifecycle management, operational excellence frameworks, and industry competitors, trends, and best practices
• Demonstrated expertise leading and scaling technical consulting teams and delivery organizations, particularly in cloud-based and SaaS ITAM and ITOM solutions
• Proven ability to develop strategic practice roadmaps, establish market positioning, and manage complex customer engagements while directing technical and consulting resources to achieve business outcomes
• Proven ability to define practice strategy, establish competitive differentiation, and build strategic business plans that drive market expansion and revenue growth
• Track record of translating market insights into practice positioning, capability development, and go-to-market strategies that drive customer adoption and competitive advantage
• Demonstrated ability to consult, influence, and establish credibility with executive-level stakeholders, including C-suite leaders
• Exceptional people leadership skills, including coaching, mentoring, and strategic talent development of technical and consulting teams
• Ability to lead and inspire teams—both direct reports and those in matrix relationships—toward ambitious goals and measurable outcomes while fostering a culture of excellence
• Extensive experience delivering customer success and professional services in ITAM and ITOM domains, with deep understanding of operational challenges, business priorities, and transformation drivers
• ServiceNow ITAM and ITOM platform experience and certifications (CIS-ITAM, CIS-ITOM, CIS-SAM, CIS-HAM) are highly desirable
• Strong passion for technology and digital transformation, particularly its impact on enterprise operational efficiency, cost optimization, and IT governance
• Experience leading cross-functional teams and strategic initiatives across Product, Marketing, Training, Sales, Sales Enablement, and external partner organizations
• Ability to communicate complex ITAM and ITOM solutions and strategic initiatives clearly to diverse audiences, both technical and non-technical, including C-suite executives
• Outstanding organizational, time management, and communication skills (written, verbal, and presentation)
