Director, ITAM and ITOM Services

The Team
As part of Delivery Excellence, our ITAM (IT Asset Management) and ITOM (IT Operations Management) Services teams empower enterprises to optimize their technology investments, strengthen operational resilience, and drive business value across their critical IT domains. We partner closely with customers to drive adoption of asset optimization, operational excellence, governance, compliance, and demonstrable cost savings through our ITAM and ITOM product portfolios.
The Role
As Director, ITAM and ITOM Services (Americas), you will establish the strategic vision and drive the execution of our ITAM and ITOM practice across the United States and Canada. You will lead a team of senior-level technical consultants and Business Process Consultants (BPCs) while defining practice strategy, market positioning, and competitive differentiation. You will be instrumental in expanding the ServiceNow ITAM and ITOM footprint, establishing delivery excellence as a competitive advantage, cultivating deep customer relationships, and maximizing customer value realization in the asset management and operations domains.
What you'll do
Strategic Practice Leadership & Market Positioning
Define and articulate the strategic direction for ITAM and ITOM Services across the Americas, establishing clear market positioning, competitive differentiation, and long-term growth objectives that align with ServiceNow's broader business strategy.
Develop and execute a comprehensive business plan for ITAM and ITOM Services, forecasting market opportunities, identifying expansion vectors within key customer segments, and establishing measurable KPIs to drive practice performance and revenue growth.
Lead strategic capability development initiatives and establish ITAM and ITOM as a recognized thought leader in the industry, positioning ServiceNow as the preferred partner for enterprise asset optimization and operations excellence.
Stay informed of ITAM and ITOM trends, customer landscape changes, regulatory requirements, and emerging opportunities in IT operations and asset governance to shape practice strategy and enhance ServiceNow portfolio positioning.
Leadership & Delivery Excellence
Provide visionary leadership and active mentorship to your team of technical consultants and BPCs, fostering a high-performance delivery culture centered on customer success, innovation, and continuous improvement.
Manage delivery execution for a team of senior-level technical consultants and Business Process Consultants, ensuring successful delivery of strategic transformation initiatives while maintaining strict quality standards and delivery excellence.
Establish and manage delivery quality standards spanning sales support through customer hyper-care, including oversight of internal resources and delivery partners to ensure consistent, world-class outcomes.
Monitor key delivery metrics and team performance, using data-driven insights to improve operational efficiency, service excellence, consultant productivity, and practice profitability.
Customer Strategy & Executive Engagement
Build and maintain executive-level relationships with key customer stakeholders, including Chief Information Officers, Chief Financial Officers, Chief Audit Officers, Infrastructure Directors, and business transformation leaders to shape strategic outcomes.
Engage with senior customer leaders to design and guide ITAM and ITOM transformation roadmaps, optimize asset lifecycle processes, enhance operational visibility and control, and drive measurable business outcomes.
Champion high-quality delivery and customer satisfaction, leading continuous improvement initiatives globally and locally while serving as the escalation point for strategic customer issues.
Cross-Functional Collaboration & Ecosystem Leadership
Drive strategic collaboration with cross-functional teams across Product, Sales, Customer Excellence Group (CEG), Marketing, Training, Sales Enablement, and Partner organizations to align on practice strategy and ensure seamless implementation.
Lead strategic partnerships with ServiceNow technology and implementation partners, defining joint business goals, practice development priorities, and ecosystem growth initiatives.
Mentor and guide ServiceNow ITAM and ITOM consultants and partner ecosystem resources, building organizational capability, technical expertise, and thought leadership within the practice.
Engage with industry communities, analyst firms, and peer networks to represent ServiceNow, share best practices, and establish thought leadership in ITAM and ITOM domains.
Partner with the Acceleration & Modernization (A&M) team to shape the integration of AI-powered asset management and operations automation capabilities, driving adoption of intelligent tools that enhance consultant productivity and accelerate customer time-to-value.
Work with Product Excellence (PEx) to drive global standards on best practice development, adoption, and new product introduction (NPI) in the ITAM and ITOM domain.
Lead regional sales strategies for ITAM and ITOM Services, driving portfolio performance, pipeline development, and achievement of services revenue targets.
Travel up to 40% annually based on business and customer needs.
Core Experience & Expertise
12+ years of progressive leadership experience in ITAM, ITOM, IT Operations Consulting, IT Service Management, or related enterprise IT services delivery, with a proven track record leading transformational initiatives at scale.
Extensive consulting experience within global, enterprise-scale organizations, with focus on managed delivery of IT asset management, IT operations management, service management, or related ServiceNow ITAM/ITOM solutions.
Deep understanding of the ITAM and ITOM landscape, including ServiceNow platform capabilities, asset lifecycle management, operational excellence frameworks, and industry competitors, trends, and best practices.
Demonstrated expertise leading and scaling technical consulting teams and delivery organizations, particularly in cloud-based and SaaS ITAM and ITOM solutions.
Proven ability to develop strategic practice roadmaps, establish market positioning, and manage complex customer engagements while directing technical and consulting resources to achieve business outcomes.
Strategic & Business Leadership
Proven ability to define practice strategy, establish competitive differentiation, and build strategic business plans that drive market expansion and revenue growth.
Track record of translating market insights into practice positioning, capability development, and go-to-market strategies that drive customer adoption and competitive advantage.
Demonstrated ability to consult, influence, and establish credibility with executive-level stakeholders, including C-suite leaders, to align on strategic objectives and drive transformational outcomes.
Executive Engagement & Leadership
Exceptional people leadership skills, including coaching, mentoring, and strategic talent development of technical and consulting teams.
Ability to lead and inspire teams—both direct reports and those in matrix relationships—toward ambitious goals and measurable outcomes while fostering a culture of excellence.
Dedication to customer success, delivery excellence, continuous improvement, and thought leadership in the ITAM and ITOM domain.
Technical & ServiceNow Knowledge
Extensive experience delivering customer success and professional services in ITAM and ITOM domains, with deep understanding of operational challenges, business priorities, and transformation drivers.
ServiceNow ITAM and ITOM platform experience and certifications (CIS-ITAM, CIS-ITOM, CIS-SAM, CIS-HAM) are highly desirable.
Strong passion for technology and digital transformation, particularly its impact on enterprise operational efficiency, cost optimization, and IT governance.
Collaboration & Communication
Experience leading cross-functional teams and strategic initiatives across Product, Marketing, Training, Sales, Sales Enablement, and external partner organizations.
Ability to communicate complex ITAM and ITOM solutions and strategic initiatives clearly to diverse audiences, both technical and non-technical, including C-suite executives.
Outstanding organizational, time management, and communication skills (written, verbal, and presentation).

Employment type
Full-time

Work arrangement
Yes