ServiceNow Practice Lead

Role Overview

CitiusTech is expanding its ServiceNow practice as part of its growing digital and enterprise technology capabilities. With our initial ServiceNow engagements underway and increasing interest from customers, we are looking for an experienced ServiceNow Practice Lead who can play a key role in building and scaling this capability.

This is a customer-facing, techno-functional leadership role requiring a strong combination of ServiceNow architecture expertise, consulting mindset, solutioning, pre-sales, delivery oversight, and practice development.

The ideal candidate should have previously worked as a ServiceNow Technical Architect, Solution Architect, or Enterprise Architect and subsequently moved into practice, consulting, or delivery leadership. The individual should remain technically credible and be comfortable getting into solution details when required.

Key Responsibilities

Customer Engagement & Consulting

• Engage directly with customers, particularly US-based customers, to understand their business challenges, technology landscape, pain points, and ServiceNow priorities.
• Conduct discovery and consulting discussions with customer business and technology stakeholders.
• Translate customer requirements and pain points into practical, scalable ServiceNow solutions and transformation roadmaps.
• Act as a trusted advisor to customers and provide recommendations on ServiceNow architecture, implementation approach, platform adoption, and best practices.
• Lead solution presentations, workshops, technical discussions, and executive-level conversations with customers.
• Be flexible to participate in late-evening calls and meetings with US customers when required.

Solutioning & Pre-Sales

• Own and contribute to ServiceNow RFPs, RFIs, proposals, estimations, solution architecture, and presentations.
• Work with sales and account teams to identify ServiceNow opportunities within existing and prospective customer accounts.
• Lead discovery sessions and develop differentiated solution approaches based on customer needs.
• Support deal pursuits from initial qualification and discovery through solutioning, proposal submission, customer presentations, and technical defense.
• Provide effort estimates, delivery models, resource plans, assumptions, dependencies, and implementation roadmaps for ServiceNow opportunities.

ServiceNow Architecture & Technical Leadership

• Provide architectural oversight and guidance across ServiceNow programs.
• Ideally bring strong expertise across ITSM, with exposure to additional ServiceNow areas such as ITOM, HRSD, CSM, SecOps, SPM, integrations, AI/GenAI capabilities, and platform automation.
• Guide teams on platform architecture, integrations, scalability, security, performance, and ServiceNow development best practices.
• Review proposed solutions and ensure alignment with ServiceNow recommended practices and customer enterprise architecture.
• Stay current with the ServiceNow platform and identify new capabilities that can be leveraged to solve customer business problems.

Practice Building & Growth

• Help define the ServiceNow practice strategy, roadmap, offerings, and go-to-market capabilities.
• Build reusable ServiceNow solution assets, accelerators, demos, estimation models, proposal templates, reference architectures, and other practice IP.
• Identify capability gaps and help develop hiring and workforce plans as the practice grows.
• Participate in hiring and build a strong team of ServiceNow architects, consultants, developers, and functional specialists.
• Mentor ServiceNow team members and establish technical and delivery governance.
• Build a culture of continuous learning and drive relevant ServiceNow certifications across the practice.
• Collaborate with sales, delivery, account management, technology practices, and leadership to grow the ServiceNow business.

Delivery Governance

• Provide oversight for key ServiceNow engagements, particularly during solution design and critical delivery phases.
• Work with project and delivery leaders to proactively identify architectural and delivery risks.
• Step into customer discussions when required to resolve complex technical or solution-related challenges.
• Ensure consistency between what is proposed during pre-sales and what is ultimately delivered to the customer.

Desired Experience & Skills

• 15+ years of overall technology experience, with substantial hands-on ServiceNow experience.
• Prior experience as a ServiceNow Technical Architect, Solution Architect, or similar senior architecture role is highly preferred.
• Demonstrated experience leading customer discovery, consulting, solutioning, and architecture discussions.
• Strong experience responding to RFPs/RFIs and developing ServiceNow solutions, estimates, and proposals.
• Experience supporting pre-sales activities and presenting solutions to senior customer stakeholders.
• Strong knowledge of ServiceNow platform architecture and implementation best practices.
• Deep knowledge of ITSM, with experience across one or more additional ServiceNow product areas being advantageous.
• Understanding of ServiceNow integration patterns and integration with enterprise applications and cloud platforms.
• Ability to translate a loosely defined customer problem into a structured technology solution and roadmap.
• Strong stakeholder management, presentation, communication, and consultative skills.
• Experience building or scaling a ServiceNow capability/practice would be highly desirable.
• Experience working with geographically distributed teams and US-based customers.
• Relevant ServiceNow certifications, particularly architecture-level certifications, would be a strong advantage.

What We Are Looking For

We are specifically looking for someone who is:

• Hands-on and technically credible, not just a practice or people manager.
• Comfortable moving between architecture, customer conversations, pre-sales, and practice leadership.
• Able to walk into a customer discussion, understand the real business problem, challenge assumptions where necessary, and recommend the right ServiceNow solution.
• Entrepreneurial and comfortable operating in a growing practice where structures, offerings, assets, and teams are still being built.
• Capable of helping win new opportunities while ensuring that proposed solutions can actually be delivered.
• Willing to take ownership and operate with flexibility in a fast-growing environment.
• Comfortable supporting US working hours/customer meetings when business needs require it.

Location & Availability

Hyderabad is the preferred location. We are, however, open to evaluating exceptional candidates from other locations based on their experience and suitability for the role.

Given the customer-facing nature of this position, the candidate should have flexibility in working hours and be comfortable supporting late-evening discussions with US customers as required.

Ideal Candidate Profile

In simple terms, we are looking for a ServiceNow architect who has evolved into a consulting and practice leader, but has not moved too far away from technology. The person should be equally comfortable whiteboarding a ServiceNow solution with a customer, leading an RFP response, guiding an architecture team, supporting a critical delivery, and helping leadership build and grow the ServiceNow practice.

If interested, kindly share you CV to [email protected]