About InputZero
InputZero Technologies is a ServiceNow Elite Partner and Enterprise Service Management company helping organizations transform and automate their IT and business workflows. Our capabilities span ServiceNow, BMC, AI, Automation, ITSM, ITOM, GRC and Enterprise Workflow solutions, with a strong focus on delivering outcome-driven solutions for global enterprises.
As we continue to expand our ServiceNow business and strengthen our global presence, particularly across North America, we are looking for an experienced ServiceNow Practice Head to lead and accelerate the growth of our ServiceNow practice.
Role Overview
The ServiceNow Practice Head will have end-to-end ownership of the ServiceNow practice, including business growth, revenue, profitability, sales, presales, delivery governance, customer relationships, talent strategy and capability development.
This is a strategic leadership role for a business-oriented ServiceNow leader who can combine technology expertise, commercial acumen, sales leadership and delivery experience to build a scalable and profitable practice.
Key Responsibilities
1. Practice Strategy & Growth
- Own and execute the overall ServiceNow practice strategy, roadmap and growth plan aligned with InputZero's business objectives.
- Drive year-on-year growth in revenue, profitability, market presence and customer base.
- Identify new markets, industries and ServiceNow opportunities to expand the practice.
- Develop differentiated ServiceNow offerings, solutions, accelerators and managed services.
- Drive both Net New Logo acquisition and expansion of existing strategic accounts.
- Build a strong and predictable ServiceNow pipeline in partnership with Sales and Business Development teams.
- Identify opportunities around emerging areas such as AI, GenAI, automation and enterprise workflow transformation.
2. Revenue, P&L & Commercial Ownership
- Own practice-level revenue, P&L, profitability, margins, utilization and commercial performance.
- Develop annual business plans, revenue targets and operating plans for the practice.
- Monitor pipeline, bookings, revenue forecasts, utilization and margins.
- Partner with Finance and Sales teams on pricing, commercial models and deal negotiations.
- Ensure the right balance between growth, delivery capacity, utilization and profitability.
- Establish appropriate business metrics and governance mechanisms to track practice performance.
3. Sales, Presales & Deal Leadership
- Partner with Sales and Business Development teams to identify, qualify and convert strategic ServiceNow opportunities.
- Act as the senior ServiceNow leader in RFPs, RFIs, proposals, solutioning and large deal pursuits.
- Lead executive-level solution discussions and customer presentations.
- Engage directly with CIOs, CTOs, CISOs and other senior business and technology stakeholders.
- Support commercial negotiations and develop compelling value propositions for enterprise customers.
- Drive account mining, cross-sell and up-sell opportunities.
- Build strong relationships with strategic customers, technology partners and the broader ServiceNow ecosystem.
4. Delivery & Customer Success
- Provide executive oversight for strategic ServiceNow programs and large customer engagements.
- Establish strong delivery governance, quality standards and operational processes.
- Ensure programs are delivered within agreed scope, timelines, budgets and quality expectations.
- Monitor project health, customer satisfaction, utilization, margins and delivery risks.
- Act as the senior escalation point for critical customer issues.
- Work closely with Delivery Heads, Program Managers, Architects and Account Leaders to resolve complex business and delivery challenges.
- Build long-term customer relationships and generate opportunities for account expansion and references.
5. ServiceNow Capability & Offering Development
- Build and strengthen capabilities across relevant ServiceNow areas including ITSM, ITOM, CSM, GRC, SecOps, HRSD, SPM and AI/Automation.
- Identify emerging ServiceNow products and market trends and convert them into commercially viable offerings.
- Develop reusable frameworks, accelerators, IP and industry-specific solutions.
- Strengthen InputZero's positioning as a strategic ServiceNow transformation partner, beyond traditional implementation services.
- Work closely with ServiceNow on partner programs, competencies, certifications, joint GTM initiatives and strategic opportunities.
6. People & Practice Leadership
- Build and lead a high-performing ServiceNow organization comprising Architects, Consultants, Developers, Business Analysts, Program Managers and Delivery Leaders.
- Develop workforce and hiring plans aligned with business pipeline and future capability requirements.
- Drive talent acquisition, succession planning, leadership development and employee retention.
- Establish a strong ServiceNow certification and continuous-learning culture.
- Monitor team utilization, productivity, capacity and skill availability.
- Develop future practice leaders and create a scalable organizational structure.
7. Executive Stakeholder Management
- Build trusted relationships with CXO-level customer stakeholders and strategic accounts.
- Represent InputZero in executive customer meetings, industry events and partner forums.
- Collaborate closely with the CEO, Sales, Delivery, HR, Finance and other business leaders.
- Provide regular leadership updates on practice revenue, pipeline, profitability, customer health, talent and strategic initiatives.
- Drive a culture of accountability, customer obsession and profitable growth.
Key Success Metrics
Success in this role will be measured through:
- ServiceNow revenue and year-on-year growth
- Practice profitability and margins
- Net New Logos acquired
- Qualified pipeline and bookings
- Strategic deal closures
- Existing account growth and expansion
- Customer retention and satisfaction
- Practice utilization and productivity
- ServiceNow certifications and capability development
- Employee retention and leadership development
- ServiceNow partner performance and strategic relationship
Requirements
Required Experience & Skills
- 15+ years of overall IT/Technology Services experience, with significant experience in ServiceNow.
- Proven experience in building, scaling or leading a ServiceNow practice.
- Demonstrated experience in revenue ownership, P&L, business growth and practice management.
- Proven track record of new business acquisition and Net New Logo development.
- Strong experience in presales, solutioning, RFPs, proposals and commercial negotiations.
- Experience leading large and complex ServiceNow programs and distributed teams.
- Strong understanding of the ServiceNow platform and the broader enterprise transformation landscape.
- Strong understanding of the ServiceNow partner ecosystem and go-to-market model.
- Strong CXO-level customer engagement and executive communication skills.
- Experience working with global customers.
Preferred Qualifications
- ServiceNow certifications such as CSA, CIS, CAD or CTA.
- Experience across multiple ServiceNow product lines and ServiceNow Managed Services / AMS.
- Experience building ServiceNow accelerators, IP or industry-specific solutions.
- Exposure to AI, GenAI, automation and enterprise workflow transformation.
- Experience serving customers in North America.