ServiceNow

Director of Expert Services, ITAM and ITOM

ServiceNow • $150K — $180K *
US-AnywhereRemote in Dallas, TX
Enterprise Technology
11 - 15 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 12+ years in ITAM, ITOM, or IT Operations Consulting, with proven leadership in large-scale transformations.
  • Extensive consulting experience in enterprise-scale organizations focused on IT asset and operations management.
  • Deep understanding of ITAM and ITOM, including ServiceNow capabilities and industry best practices.
  • Proven track record of leading and scaling teams in cloud-based ITAM and ITOM solutions.
  • Demonstrated ability to define strategic practice roadmaps and manage complex customer engagements.

Responsibilities

  • Define strategic direction for ITAM and ITOM Services in the Americas, ensuring alignment with ServiceNow's business strategy.
  • Develop and execute a comprehensive business plan, forecasting opportunities and setting measurable KPIs.
  • Lead initiatives to establish ITAM and ITOM as industry thought leaders and preferred partners for enterprises.
  • Provide visionary leadership and mentorship to a team of senior consultants to drive customer success and innovation.
  • Manage execution of strategic delivery initiatives while upholding quality standards and operational excellence.

Benefits

  • Work persona flexibility with options for remote or in-office environments.
  • Opportunities for professional growth and advancement within a dynamic industry.
  • Access to leadership training and mentorship for aspiring professionals.
  • Involvement in shaping industry standards and best practices through community engagement.
Full Job Description
Job Description

The Team

As part of Delivery Excellence, our ITAM (IT Asset Management) and ITOM (IT Operations Management) Services teams empower enterprises to optimize their technology investments, strengthen operational resilience, and drive business value across their critical IT domains. We partner closely with customers to drive adoption of asset optimization, operational excellence, governance, compliance, and demonstrable cost savings through our ITAM and ITOM product portfolios.

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.

What you'll do

Strategic Practice Leadership & Market Positioning
  • 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 that align with ServiceNow's broader business strategy.
  • Develop and execute a comprehensive business plan for ITAM and ITOM Services, forecasting market opportunities, identifying expansion vectors within key customer segments, and establishing measurable KPIs to drive practice performance and revenue growth.
  • Lead strategic capability development initiatives and establish ITAM and ITOM as a recognized thought leader in the industry, positioning ServiceNow as the preferred partner for enterprise asset optimization and operations excellence.
  • Stay informed of ITAM and ITOM trends, customer landscape changes, regulatory requirements, and emerging opportunities in IT operations and asset governance to shape practice strategy and enhance ServiceNow portfolio positioning.

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, innovation, and continuous improvement.
  • Manage delivery execution for a team of senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives while maintaining strict quality standards and delivery excellence.
  • Establish and manage delivery quality standards spanning sales support through customer hyper-care, including oversight of internal resources and delivery partners to ensure consistent, world-class outcomes.
  • Monitor key delivery metrics and team performance, using data-driven insights to improve operational efficiency, service excellence, consultant productivity, and practice profitability.

Customer Strategy & Executive Engagement
  • Build and maintain executive-level relationships with key customer stakeholders, including Chief Information Officers, Chief Financial Officers, Chief Audit Officers, Infrastructure Directors, and business transformation leaders to shape strategic outcomes.
  • Engage with senior customer leaders to design and guide ITAM and ITOM transformation roadmaps, optimize asset lifecycle processes, enhance operational visibility and control, and drive measurable business outcomes.
  • Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally while serving as the escalation point for strategic customer issues.

Cross-Functional Collaboration & Ecosystem Leadership
  • Drive strategic collaboration with cross-functional teams across Product, Sales, Customer Excellence Group (CEG), Marketing, Training, Sales Enablement, and Partner organizations to align on practice strategy and ensure seamless implementation.
  • Lead strategic partnerships with ServiceNow technology and implementation partners, defining joint business goals, practice development priorities, and ecosystem growth initiatives.
  • Mentor and guide ServiceNow ITAM and ITOM consultants and partner ecosystem resources, building organizational capability, technical expertise, and thought leadership within the practice.
  • Engage with industry communities, analyst firms, and peer networks to represent ServiceNow, share best practices, and establish thought leadership in ITAM and ITOM domains.
  • Partner with the Acceleration & Modernization (A&M) team to shape the integration of AI-powered asset management and operations automation capabilities, driving adoption of intelligent tools that enhance consultant productivity and accelerate customer time-to-value.
  • Work with Product Excellence (PEx) to drive global standards on best practice development, adoption, and new product introduction (NPI) in the ITAM and ITOM domain.
  • 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.


Qualifications

Core Experience & Expertise
  • 12+ years of progressive leadership experience in ITAM, ITOM, IT Operations Consulting, IT Service Management, or related enterprise IT services delivery, with a 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.

Strategic & Business Leadership
  • 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, to align on strategic objectives and drive transformational outcomes.

Executive Engagement & Leadership
  • 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.
  • Dedication to customer success, delivery excellence, continuous improvement, and thought leadership in the ITAM and ITOM domain.

Technical & ServiceNow Knowledge
  • 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.

Collaboration & Communication
  • 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).


Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here.

Job Alert Emails

Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at ServiceNow.

ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at ServiceNow

More Enterprise Technology Jobs

Find similar Director of Expert Services, ITAM and ITOM jobs:

NationwideRemote