ServiceNow CSM Practice lead

ServiceNow CSM Practice Lead (German Fluent)

Role Overview

We are seeking an experienced ServiceNow Customer Service Management (CSM) Practice Lead to own, develop, and grow our CSM capability on a global scale.

This is a senior leadership role focused on practice ownership, solution direction, and executive‑level client engagement , rather than hands‑on configuration or development.

The successful candidate will play a key role in shaping CSM strategy, supporting complex pre‑sales engagements, and positioning ServiceNow CSM as a core enterprise offering.

Key Responsibilities

• Own and lead the ServiceNow CSM practice , covering delivery, pre‑sales, and capability development
• Act as a senior subject matter expert for all ServiceNow CSM initiatives
• Define best practices, delivery standards, and scalable solution frameworks
• Support sales and pre‑sales activities , including solution design, estimations, and client workshops
• Engage with senior stakeholders and executive clients , particularly in German‑speaking markets
• Mentor, coach, and support consultants within the CSM capability
• Partner closely with delivery leadership to ensure successful project execution and client outcomes

Required Experience & Skills

• 10+ years of IT experience , with strong focus on Customer Service Management and ServiceNow
• Extensive experience within consulting or system integrator environments
• Proven track record of building, leading, or scaling a ServiceNow practice or capability
• Strong client‑facing and stakeholder management skills
• Comfortable operating at senior and executive level
• Fluent German and English (spoken and written)

Darwin Recruitment is acting as an Employment Agency in relation to this vacancy.

Anthony Furlonge