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About the Role

As Director, ITAM and ITOM Services (Americas), you will establish the strategic vision and drive the execution of our ITAM and ITOM practice across the United States and Canada. You will lead a team of senior-level technical consultants and Business Process Consultants (BPCs) while defining practice strategy, market positioning, and competitive differentiation. You will be instrumental in expanding the ServiceNow ITAM and ITOM footprint, establishing delivery excellence as a competitive advantage, cultivating deep customer relationships, and maximizing customer value realization in the asset management and operations domains.

Responsibilities

Define and articulate the strategic direction for ITAM and ITOM Services across the Americas, establishing clear market positioning, competitive differentiation, and long-term growth objectives.
Develop and execute a comprehensive business plan for ITAM and ITOM Services, forecasting market opportunities, identifying expansion vectors, and establishing measurable KPIs.
Lead strategic capability development initiatives and establish ITAM and ITOM as a recognized thought leader in the industry.
Stay informed of ITAM and ITOM trends, customer landscape changes, and emerging opportunities to shape practice strategy.
Provide visionary leadership and active mentorship to your team, fostering a high-performance delivery culture.
Manage delivery execution for a team of senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives.
Establish and manage delivery quality standards, ensuring consistent, world-class outcomes.
Monitor key delivery metrics and team performance to improve operational efficiency and service excellence.
Build and maintain executive-level relationships with key customer stakeholders.
Engage with senior customer leaders to design and guide ITAM and ITOM transformation roadmaps.
Champion high-quality delivery and customer satisfaction, serving as the escalation point for strategic customer issues.
Drive strategic collaboration with cross-functional teams across Product, Sales, Customer Excellence Group (CEG), 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, analyst firms, and peer networks to represent ServiceNow.
Partner with the Acceleration & Modernization (A&M) team to shape the integration of AI-powered asset management and operations automation capabilities.
Work with Product Excellence (PEx) to drive global standards on best practice development, adoption, and new product introduction (NPI).
Lead regional sales strategies for ITAM and ITOM Services, driving portfolio performance, pipeline development, 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.
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.
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.
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 toward ambitious goals and measurable outcomes while fostering a culture of excellence.
Dedication to customer success, delivery excellence, continuous improvement, and thought leadership in the ITAM and ITOM domain.
Extensive experience delivering customer success and professional services in ITAM and ITOM domains.
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).

Skills

ITAM
ITOM
IT Operations Consulting
IT Service Management
ServiceNow platform capabilities
Asset lifecycle management
Operational excellence frameworks
Cloud-based and SaaS ITAM and ITOM solutions
AI-powered asset management
AI-powered operations automation

Location

Americas
United States
Canada

Work Type

Flexible
Remote

Experience Level

12+ years of progressive leadership experience
Senior-level

Education Level

ServiceNow ITAM and ITOM platform experience and certifications (CIS-ITAM, CIS-ITOM, CIS-SAM, CIS-HAM) are highly desirable.

About the Company

ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together.

Equal Opportunity

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.