DES Servicenow Specialist & Practice Lead

Des Servicenow Specialist & Practice Lead

We are seeking a highly skilled and experienced individual to join our team as a ServiceNow Specialist. The ideal candidate will have advanced-level proficiency in ServiceNow implementation and customization, with a focus on ITOM (IT Operations Management), CMDB (Configuration Management Database), ITSM (IT Service Management), Discovery, Asset Mgmt along with good exposure to all the Industry specific ServiceNow tools and the agentic AI framework.

Key Responsibilities:

Solution Architecture & Strategy:

• Define end-to-end solution architectures leveraging ServiceNow Platform (ITSM, TSM, ITOM , TSOM, HAM/ SAM, CMDB , etc) ensuring maximum ROI for the customer
• Lead solution blueprinting, architecture reviews, and governance for proposals and implementations.
• Own the overall technical integrity of pre-sales solutions, ensuring alignment with business and technology objectives.
• Mentor and be the catalyst in building the practice and capability for Sutherland

Pre-Sales & Client Engagement:

• Collaborate with business development and sales teams to shape winning proposals, RFP/RFI responses, and client presentations.
• Conduct discovery sessions, demos, and workshops to articulate business value of Microsoft technologies.
• Build business cases and TCO/ROI models to support solution recommendations.
• Act as a trusted advisor to CXOs, enterprise architects, and IT leaders.

Practice & Thought Leadership:

• Carry the target for the practice
• Mentor and guide solution consultants, SMEs, and delivery teams.
• Contribute to building accelerators, reusable assets, and best practices within the Microsoft practice.
• Engage with the ServiceNow Partner Ecosystem to jointly innovate, build Sutherland Capability and take Sutherland to the next level fo partnership.
• Stay ahead of Microsoft's product roadmap, including AI Builder, Copilot, Fabric, and emerging capabilities in Dynamics 365 and Power Platform.
• Represent the organization in Microsoft partner programs, webinars, and thought leadership initiatives.

Required Skills & Experience:

• Proven expertise on the ServiceNow platform ITOM (IT Operations Management), CMDB (Configuration Management Database), ITSM (IT Service Management), Discovery, Asset Mgmt along with good exposure to all the Industry specific ServiceNow tools and the agentic AI framework.
• Strong background in solution architecture, pre-sales, and client-facing consulting.
• Ability to translate business requirements into robust, scalable, and cost-effective solutions.
• Excellent presentation, stakeholder management, and proposal-writing skills.
• Multiple certifications on the platform

Preferred Qualifications:

• Experience leading large-scale transformation or modernization programs.
• Familiarity with AI Copilot, Agentic AI framework and implementing AI Ops using ServiceNow
• Experience working in BFSI, Manufacturing, or Professional Services domains.
• Exposure to Center of Excellence (CoE) setup and governance frameworks.