ServiceNow Practice Lead

Anika Systems is seeking a ServiceNow Practice Lead to drive the growth, strategy, and delivery excellence of our ServiceNow and AI-enabled transformation portfolio. This leader will build and scale a high‑performing practice, lead complex client engagements, and shape innovative ServiceNow solutions, especially those leveraging AI, automation and next‑generation architectures.

This role blends practice leadership, client delivery, solution innovation, and business development, with a strong focus on delivering measurable outcomes for federal and commercial clients.

This position is partially remote but requires regular client meetings in the DC Metro area; the candidate must be local to the DC Metro area and a U.S. citizen capable of obtaining and maintaining a government suitability clearance.

Key Responsibilities

Practice Leadership & Growth

• Build, lead, and scale Anika Systems’ ServiceNow practice, including offerings, accelerators, and go‑to‑market strategies
• Define and execute the vision for ServiceNow‑enabled digital transformation, including AI‑driven service management
• Establish delivery standards, methodologies, and governance models to ensure consistent, high‑quality outcomes
• Recruit, mentor, and develop a high‑performing team of architects, developers, and consultants
• Foster a culture of innovation, collaboration, and continuous improvement

Client Engagement & Delivery

• Serve as a trusted advisor to senior client executives, leading strategic conversations around ServiceNow transformation and AI adoption
• Oversee end‑to‑end delivery of complex ServiceNow programs, ensuring alignment with client objectives, timelines, and budgets
• Act as executive sponsor or engagement lead across multiple concurrent engagements (typically 2–3 programs)
• Ensure excellence across all delivery phases, including strategy, design, development, testing, and deployment
• Manage program risks, issues, and dependencies while maintaining strong quality and compliance standards

Business Development & Sales

• Lead and support business development efforts, including opportunity shaping, proposal development, and client presentations
• Partner with leadership to expand Anika Systems’ ServiceNow footprint across federal and commercial markets
• Develop compelling business cases, solution architectures, and transformation roadmaps
• Contribute to pipeline growth through strategic account planning and relationship expansion

ServiceNow & AI Solution Leadership

• Lead the design and delivery of ServiceNow‑enabled transformations across enterprise service management functions (ITSM, CSM, HRSD, and beyond)
• Provide industry‑leading expertise in ServiceNow AI capabilities, including NOW Assist, agentic AI, and AI Control Tower
• Architect and implement advanced AI solutions, including:
  • Multi‑LLM architectures
  • Retrieval‑Augmented Generation (RAG) frameworks
  • Prompt engineering strategies
  • Agentic workflows and multi‑agent systems
• Guide the development of scalable data pipelines and AI‑driven automation solutions
• Translate business needs into integrated solutions across people, process, and technology

Advisory & Transformation Strategy

• Assess client service management maturity across people, process, and technology dimensions
• Lead process design workshops and requirements sessions with business and technical stakeholders
• Develop strategic roadmaps, operating models, and transformation plans
• Provide actionable recommendations aligned to industry best practices and emerging trends

Required Qualifications

• Bachelor’s degree required; Master’s degree preferred
• 8–12+ years of experience in ServiceNow or enterprise platform implementations
• 3–5+ years of experience leading large‑scale ServiceNow programs or practices
• Hands‑on experience with ServiceNow AI solutions, including NOW Assist, Agentic AI, or AI Control Tower
• Experience implementing and scaling ServiceNow across multiple modules (e.g., ITSM, HRSD, CSM)
• Proven experience leading cross‑functional teams (10+ resources)
• Strong program and project management expertise across Agile methodologies
• Demonstrated success in business development, proposal writing, and client presentations
• Strong executive communication and stakeholder management skills
• Experience designing enterprise architectures and aligning business and technical capabilities
• ServiceNow Certified Master Architect (CMA) – required

Preferred Qualifications

• ServiceNow Certified Technical Architect (CTA)
• Prior federal consulting experience at the Senior Manager, Director, or Practice Lead level
• Experience supporting federal government clients and navigating compliance frameworks
• Expertise in AI/ML architecture, data engineering, and automation platforms