Service Now Architect CASE Lead

Servicenow Leader

Fujitsu North America is an Elite ServiceNow partner looking for a motivated ServiceNow Leader with a demonstrated record of leading ServiceNow initiatives and successfully building client relationships and contributing to account growth and health. This person will be responsible for helping customers maximize the value from their ServiceNow platform, accelerating the adoption and supporting them on a successful journey and contribute to achieving the overall practice goals. You will provide best practices, oversee roadmaps for large enterprise accounts, provide insights into the implementation recommendations and sequence, and maintain excellent customer satisfaction. This role requires experience with ServiceNow consulting implementations, a strategic mindset, and strong leadership to align advisory capabilities with business goals.

What We Offer:

• The opportunity to manage large enterprise accounts advocating for best practices and standards.
• Unrivalled investment and training in you and your career.
• A people first approach and a culture of innovation and inspiration.
• Competitive salary and generous benefits.
• A flexible and creative environment for everyone.

This is a great time to join our Fujitsu team; we are globally committed and invested in rapidly expanding this dynamic business line. Fujitsu is also working directly with ServiceNow leadership to partner and jointly drive value proposition for our customers. Our successful Practice has experienced significant growth year over year. Candidates may be based anywhere in the US or Canada.

Responsibilities:

Client Engagement & Advisory:

• Serve as the dedicated CASE single point of contact for assigned clients, responsible for delivery coordination, stakeholder alignment, and advisory leadership.
• Leading the customer with world class business / technical advisory and ensuring that the tools made available are utilized appropriately to maximize the probability of renewals.
• Help support and facilitate advisory, support and managed services engagements.
• Develop detailed customer journey maps, maturity roadmaps, project plans and initiatives.
• Work closely with ServiceNow Impact teams to deliver successful outcomes to clients.

Delivery & Quality Management:

• Responsible for driving quality delivery of CASE across the region.
• Ensure customer satisfaction ratings in Deployment Records have a CSAT score of 4.5+.
• Coordinate across global delivery teams, domain experts, and CoEs to ensure quality execution.
• Proactively identify customer account risks and issues, developing and implementing effective mitigation strategies.

Practice Growth & CASE Development:

• Contributing to the growth of the Fujitsu CASE practice and strengthening our differentiation through flawless delivery.
• Assisting Sales and Presales to proactively grow the list of active CASE customers through the acquisition of new logos.

Leadership & Team Management:

• Lead and motivate CASE teams, ensuring effective collaboration and communication across various departments and technical disciplines.
• Continuous Improvement - Continuously assess and improve team processes and procedures to ensure that the team is operating efficiently and effectively.
• Stay up to date with industry trends and best practices and incorporate these into team processes as appropriate.

Account Management:

• Working closely with the CASE practice director to manage costs, balancing growth with revenue and pipeline to remain within the agreed margins and profitability.
• Define and drive continuous improvement metrics including business impact, platform adoption, and cost optimization with customers.

Key Metrics and Results:

• Client Satisfaction (Net Promoter Scores, Renewal Rate)
• Work with CASE Leads to promote the value of your capability to CASE customers and identify opportunities.
• Achieve or exceed Contract Value Realization Target.
• Achieve or exceed Average QBR CSAT Score Target.
• Ensure Account Plan is always up-to-date and accurate.
• Ensure baselining outcome-based entitlements are run optimally during the contract.

Qualifications:

• Bachelor's degree in IT, Business, or a related field.
• 12+ years of progressive IT consulting or enterprise architecture experience with at least 8 years on the ServiceNow platform.
• Ability to define and deliver enterprise platform strategy, transformation roadmaps, and organizational change initiatives.
• Strong knowledge of project management principles, methodologies, and tools.
• Excellent organizational, communication, and leadership skills, with the ability to handle multiple tasks simultaneously under tight deadlines.
• Familiarity with ITIL processes and a solid understanding of IT infrastructure and operations.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong industry exposure Public Sector, Utilities, Manufacturing, Retail and Supply Chain.

Soft Skills:

• Deep empathy for customers business objective/goals and their pain points.
• A self-starter, with a purpose driven, growth mindset.
• Passionate about working with people and problem solving.
• Strong verbal and written communication skills.
• Highly motivated to succeed and a strong sense of ownership.
• Team and talent management skills.
• Stays current on existing and emerging technology and industry trends, especially ServiceNow.

How You'll Grow:

At Fujitsu, we believe in positive and supportive culture and foster People First approach. This type of culture focuses on employee's aspirations, mapping to Fujitsu's growth plan, which creates a win – win situation. The employees can use their strengths to do their best work every day. There is always room to learn and if employees want to make a lateral move, the organization will work with employees to make that happen. We offer various avenues for our employees to learn and expand their knowledge in a specific business domain or a technology domain or just pure self-improvements.

Benefits:

At Fujitsu, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.

Fujitsu at a Glance:

Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition. This has been the foundation of Fujitsu's success since its inception. In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value. Fujitsu wants innovators like you!

At Fujitsu, one of our corporate principles is "We respect human rights". This principle underpins all our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners.

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Requisition ID: 32044