Aelum Consulting - ServiceNow Practice Director

Position Overview:

The Lead/Head of ServiceNow Practice will lead the strategic transformation of our current ServiceNow capabilities into a fully-structured, scalable, and product-aligned practice.

This role is responsible for defining the Practice vision, implementing robust governance and operational frameworks, driving capability development, and aligning the function with our broader business goals.

The successful candidate will deliver measurable outcomes across performance, resource planning, and financial impact, positioning the Practice as a recognised leader within the business and the market.

Key Responsibilities:

Practice Design & Strategic Leadership

- Establish and communicate a clear vision for the ServiceNow Practice aligned with organisational goals and industry best practices.

- Restructure existing capabilities into a recognisable and scalable Practice, designed around product-focused verticals.

- Develop and present a strategic plan within the first 15 working days, including key milestones at 30, 60, and 90 days, focused on measurable outcomes.

Governance & Operational Frameworks

- Implement a unified governance structure to standardise delivery processes, quality assurance, and decision-making.

- Centralise training and capability development to drive consistency across all roles and levels within the Practice.

- Introduce performance metrics, utilisation tracking, and capability maturity models to monitor and improve delivery effectiveness.

Capability Development & Resource Planning

- Identify existing skill and resource gaps, and implement structured initiatives to address them through hiring, training, or realignment.

- Build career paths and upskilling programs to foster continuous learning and Practice maturity.

- Monitor team performance and maturity against defined metrics, adjusting development strategies as required.

Cross-Functional Collaboration

- Collaborate closely with Sales, Pre-sales, Marketing, HR, and Finance to support go-to-market strategies, resource planning, and talent acquisition.

- Align Practice initiatives with commercial strategy to ensure market relevance and profitability.

- Support proposal development, client engagement, and internal enablement as a subject matter authority on ServiceNow.

Financial & Performance Management

- Define budgets for Practice initiatives, ensuring all activities are appropriately funded and aligned with strategic priorities.

- Report regularly on budget utilisation, return on investment, and financial outcomes to executive leadership and finance stakeholders.

- Drive efficiency, profitability, and growth through strategic resource deployment and cost management.

Qualifications & Experience:

- Proven experience building, scaling, and leading a ServiceNow or equivalent enterprise platform practice.

- Demonstrated success in developing operational frameworks, governance models, and capability uplift programs.

- Strong leadership and stakeholder management skills, with the ability to influence across all levels of an organisation.

- Experience delivering measurable outcomes in terms of performance improvement, revenue growth, and team development.

- Deep understanding of ServiceNow platform capabilities, market trends, and product verticals.

- Ability to operate in a fast-paced, client-facing environment with multiple concurrent engagements.

What We Provide:

- Executive sponsorship and organisational support to execute the Practice vision.

- Access to internal and external resources to support delivery, capability building, and strategic growth.

- Opportunities to work alongside high-performing teams across business functions.

- A platform to establish a high-impact, market-leading ServiceNow Practice

(ref:iimjobs.com)