Practice Leader – ServiceX

Position Overview The Practice Leader – ServiceX will own the strategy, capability, and commercial outcomes of Aelum’s Experience-as-a-Service practice — the portfolio that delivers connected employee and customer service experiences across IT, workplace, customer operations, industry verticals, and the field.

ServiceX spans Enterprise IT (ITSM), SPM ,CX Transformation (CSM, CRM), Digital Workplace (HRSD, WSD, HAM),and Field Service Transformation (FSM). This role converts that portfolio from a set of module competencies into a productised, accelerator-led practice with defined maturity models, reusable IP, and a repeatable go-to-market motion.

The successful candidate will deliver measurable outcomes across delivery quality, capability maturity, pipeline contribution, and practice profitability — positioning ServiceX as a recognised total-experience practice in the ServiceNow ecosystem.

Key Responsibilities

Practice Strategy & Portfolio Definition

- Define and communicate the ServiceX roadmap across these offering pillars: Enterprise IT, CX Transformation, Digital Workplace, and Field Service Transformation.
- Own the total-experience positioning that unifies EX and CX into a single connected service foundation, ensuring the practice narrative stays differentiated from module-level competitors.
- Present a strategic plan within the first 15 working days, with measurable 30/60/90-day milestones.
- Own ServiceNow OEM and partner alignment for all ServiceX product lines, including roadmap visibility, specialisation attainment, and joint GTM.

IP, Accelerators & CoE Build

- Build and commercialise reusable accelerators, prebuilt packages, and productised offerings (e.g. ITSM AI-enabled package tiers, CPQ/SOM assets, industry workflow accelerators – Manufacturing, Retail, BFSI).
- Maintain a demo-ready capability across all ServiceX modules, with documented differentiators and a maintained capability/readiness matrix per module.
- Define maturity models and progression frameworks that clients can be assessed and roadmapped against.
- Own SOPs, reference architectures, and technical documentation for the practice; partner with the Design Studio on human-centred UX assets that drive portal and self-service adoption.

Delivery Excellence & Governance

- Along with Delivery Managers ,



govern technical quality, architecture standards, and best practices across all ServiceX engagements.
- Own architecture review for critical and at-risk deliveries; support Delivery Leads and Directors on escalations.
- Implement performance metrics, utilisation tracking, and capability maturity tracking to monitor and improve delivery effectiveness.
- Ensure consistency of delivery process and quality assurance across distributed pods and module teams.

Pre-Sales, Solutioning & Sales Enablement

- Provide SME coverage for RFPs, proposals, and strategic pursuits across the ServiceX portfolio; validate solution designs from Solution Architects and Presales Consultants.
- Convert practice IP into sales-ready plays, pricing/packaging guidance, and enablement material for Sales and Presales teams.
- Act as the senior technical authority in CXO conversations — CIO, COO, CHRO, Head of Customer Operations, and Industry Business Heads.
- Partner with Marketing on thought leadership, campaigns, roundtables, and case-study development for ServiceX.

Capability Building & Talent Development

- Identify skill and resource gaps across ServiceX modules and close them through hiring, targeted training, or realignment.
- Own certification and upskilling plans; drive structured cross-training so the practice is not single-threaded on any module or individual.
- Coach Capability Leads and Team Leads; build career paths that support long-term practice maturity and retention.
- Own practice-level KRAs and cascade them into capability- and pod-level objectives.

Customer Advocacy

- Represent ServiceX in strategic accounts and co-own customer success with Delivery Leads.
- Drive reference-ability, CXO-level CSAT, and account expansion within existing logos.

Financial & Performance Management
- Define and manage budgets for practice initiatives, ensuring investment is aligned to strategic priorities.
- Own practice revenue, gross margin,



and utilisation outcomes; report regularly on budget utilisation and ROI to executive leadership and Finance.
- Drive profitability and growth through strategic resource deployment and cost management.

Success Measures

Monthly

- Resource utilisation, delivery health, pre-sales support volume and quality, talent development progress, customer relationship status, roadmap progress.

Quarterly
- Revenue and expenses, IP and accelerator development, sales pipeline contribution (pipeline value, SAL/SQL, win rate %), capability progress, project governance and compliance.

Annual
- Revenue growth and margin %, new capability launched, new logos, customer success outcomes, OEM partnership standing, innovation delivered.

Qualifications & Experience

- 15+ years overall experience, with a decade or more in enterprise service management platforms and a strong core in ServiceNow.
- Proven experience building, scaling, and leading a practice or CoE — not only delivering projects within one.
- Hands-on depth in at least two ServiceX pillars, with credible working knowledge across the rest. ITSM plus one of CSM/CRM, HRSD/WSD, FSM, or industry workflows is the expected profile.
- Demonstrated track record of building reusable IP, accelerators, or productised offerings that generated measurable revenue or win-rate improvement.
- Experience owning architecture governance and quality standards across concurrent multi-client engagements.
- Strong pre-sales and solutioning capability, including CXO-level presentation and RFP leadership.
- Commercial literacy: comfortable owning P&L; levers — margin, utilisation, pricing, and resource mix.
- Strong stakeholder management and influencing skills across Sales, Presales, Delivery, Marketing, HR, and Finance.
- Experience in a ServiceNow partner or consulting workplace strongly preferred; exposure to AI/GenAI-embedded service workflows is an advantage.

What We Provide

- Executive sponsorship and organisational backing to execute the ServiceX vision.
- An established ServiceNow partnership, existing delivery base
- Access to internal and external resources for delivery, capability building, and GTM.
- A platform to own and scale a named, market-facing practice with direct commercial accountability.

📌 Practice Head- ServiceNow (Hyderabad)
🏢 Aelum Consulting - ServiceNow Premier Partner
📍 Hyderabad