Role & responsibilities

Define and execute the ServiceNow competency strategy aligned to business objectives and market demand.

Build, grow and retain a high-performing ServiceNow practice: hiring, skills planning, certifications, and career paths.

Ensure delivery excellence across ServiceNow projects and managed services: governance, standards, architecture reviews, peer reviews and post-implementation reviews.

Partner with sales, delivery managers and account leads to identify cross-sell/upsell opportunities and ensure successful onboarding of recent accounts.

Maintain relationships with ServiceNow (and third-party) partners, track roadmap updates, and translate platform changes into practice actions.

Establish and enforce reusable assets: reference architectures, accelerators, workflows, integrations, testing scripts and deployment pipelines.

Drive quality metrics and KPIs for the competency (e.g., utilization, billable mix, certification coverage, customer satisfaction, delivery SLAs).





Mentor technical leads and architects; coordinate community of practice activities, knowledge sharing and internal training.

Manage budgeting and capacity planning for the competency; provide regular reporting to senior leadership

Preferred candidate profile

8+ years of ITSM and enterprise IT automation experience; 5+ years working hands-on with ServiceNow in implementation or managed-service roles.

Deep functional and technical knowledge across ServiceNow product suite (ITSM, ITOM, ITBM, CSM, HRSD, SecOps, Integration Hub, Flow Designer, CMDB).

Proven experience leading a practice, competency, or center of excellence (CE) hiring, enablement, and governance.

People management is a must.

Strong solutioning & architecture skills is good to have - integrations (REST, SOAP, MID Server), data model/CMDB design, performance tuning, security and scaling.

📌 Competency Lead (Bengaluru)
🏢 Axihire Advisors
📍 Bengaluru