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