Director, ServiceNow ITSM Practice
Description We Lead. We Transform. We Deliver. Are you passionate about building and leading successful IT transformations? Do you love leading customers through a variety of solutions that optimize IT services, modernize the IT experience through automation, and maximize value by integrating with other enterprise services and capabilities? Can you lead world-class teams that drive breakthrough business outcomes using new IT delivery models? Cask NX is seeking a business leader to drive the innovation and growth of our ServiceNow ITSM and Platform service offerings. The ideal candidate will be able to craft and continually evolve an innovative, forward-looking strategy that clearly outlines the investment and product offerings necessary to help Cask lead the way for our clients and that leverage ServiceNow's ITSM products. This role requires a diverse IT and management consulting background and knowledge of industry IT trends, leveraging this credibility as a strategic advisor to our customers, partners, and internally across Cask. You will serve as the face of the Cask ITSM and Platform Practice Area. You will also serve as a critical liaison in our ServiceNow partnership to represent Cask's unique abilities and profile in the market. You will directly lead client conversations and solutioning for strategic clients, as well as coach and mentor project teams executing across our ITSM set of solutions, services, and products. What you'll be doing:
Help Cask cast the strategic vision for the ITSM practice Lead and continuously evolve/improve the ServiceNow ITSM practice area Plan, direct, manage, and administer all aspects of service development including client discovery, industry research, service definition, and quality assurance Cultivate a deep understanding of client ITSM needs with a focus on maximizing the value clients realize in delivering technology-enabled services leveraging ServiceNow Build and manage a team of professional services consultants working with customers and partners to architect and implement innovative solutions Capture client insights and apply them to Practice offerings Creation of repeatable proposal content for commonly asked-for services with a keen focus on Cask differentiators Partner with the leadership team, sales, and marketing to envision and develop go-to-market strategies for ITSM service offerings Drive business development initiatives through thought leadership Operate in a trusted advisor capacity with client IT leaders to build executive-level relationships Manage and predictably deliver against KPIs and proactively drive actions to help ensure future attainment of these measures Be the subject matter expert and thought leader on ITSM best practices Engage with cross-functional teams to prioritize and integrate process development and maturation Be accountable to ensure customer engagements that are under your team's span of control are complete, consistent, high quality, on time, and deliver valued outcomes Model a customer-centric approach with an emphasis on generating innovative ways to continually improve results Team development and training What you'll bring to the table:
Proven experience in building, growing, and operating a Practice Area, leading Practice / Capability teams 10
years experience in strategic ITSM planning and execution Experience in a strategic consulting environment Deep understanding of modern ITSM leadership challenges, opportunities, and success criteria Familiarity with ServiceNow ITSM product offerings, including ITSM Pro Demonstrated ability to effectively lead, motivate and manage direct reports as well as lead non-direct reports with influential leadership Demonstrated ability to think strategically about business, product, and technical challenges Deep experience in all aspects of defining, planning, and delivering to customer business value Demonstrated ability to prioritize team workload and shift attention among changing priorities Experience with capability/product development, including visioning, road mapping, feature prioritization, and go-to-market strategy Executive-level communication and relationship management skills A passion for mentoring others and developing cohesive, high-functioning teams Commitment to Cask company values A bachelor's degree in business, management information systems, or equivalent experience; MBA preferred ITIL Foundations
Salary Range:
$250K -- $500K+
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
Help Cask cast the strategic vision for the ITSM practice Lead and continuously evolve/improve the ServiceNow ITSM practice area Plan, direct, manage, and administer all aspects of service development including client discovery, industry research, service definition, and quality assurance Cultivate a deep understanding of client ITSM needs with a focus on maximizing the value clients realize in delivering technology-enabled services leveraging ServiceNow Build and manage a team of professional services consultants working with customers and partners to architect and implement innovative solutions Capture client insights and apply them to Practice offerings Creation of repeatable proposal content for commonly asked-for services with a keen focus on Cask differentiators Partner with the leadership team, sales, and marketing to envision and develop go-to-market strategies for ITSM service offerings Drive business development initiatives through thought leadership Operate in a trusted advisor capacity with client IT leaders to build executive-level relationships Manage and predictably deliver against KPIs and proactively drive actions to help ensure future attainment of these measures Be the subject matter expert and thought leader on ITSM best practices Engage with cross-functional teams to prioritize and integrate process development and maturation Be accountable to ensure customer engagements that are under your team's span of control are complete, consistent, high quality, on time, and deliver valued outcomes Model a customer-centric approach with an emphasis on generating innovative ways to continually improve results Team development and training What you'll bring to the table:
Proven experience in building, growing, and operating a Practice Area, leading Practice / Capability teams 10
years experience in strategic ITSM planning and execution Experience in a strategic consulting environment Deep understanding of modern ITSM leadership challenges, opportunities, and success criteria Familiarity with ServiceNow ITSM product offerings, including ITSM Pro Demonstrated ability to effectively lead, motivate and manage direct reports as well as lead non-direct reports with influential leadership Demonstrated ability to think strategically about business, product, and technical challenges Deep experience in all aspects of defining, planning, and delivering to customer business value Demonstrated ability to prioritize team workload and shift attention among changing priorities Experience with capability/product development, including visioning, road mapping, feature prioritization, and go-to-market strategy Executive-level communication and relationship management skills A passion for mentoring others and developing cohesive, high-functioning teams Commitment to Cask company values A bachelor's degree in business, management information systems, or equivalent experience; MBA preferred ITIL Foundations
Salary Range:
$250K -- $500K+
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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