ServiceNow CSM Leader

Who You’ll Work With

At Slalom, our ServiceNow team is a dynamic collective of strategic thinkers and technology innovators dedicated to delivering meaningful business outcomes. We partner with clients to reimagine how work gets done, leveraging the ServiceNow platform not just as a tool, but as a strategic enabler of enterprise agility, operational excellence, and human-centered design.

We are seeking a dynamic and experienced consulting leader to lead our growing global ServiceNow capability, taking it to new heights in the ever-evolving technology landscape. As the leader for our ServiceNow capability, you will play a pivotal role in driving growth, excellence, and innovation within our ServiceNow practice. You will be responsible for leading a team of ServiceNow consultants, architects, and developers, ensuring that we deliver world-class solutions to our clients. If you are a passionate leader with a deep understanding of ServiceNow and a track record of delivering exceptional solutions, we invite you to join our team and drive the success of this growing capability within Slalom.

What You’ll Do

Capability Leadership, Growth and Strategy:

· Define and execute the strategic vision for the ServiceNow capability globally.

· Collaborate with senior leaders to align investments, talent, and go-to-market priorities.

· Build and evolve offerings with a strong emphasis on CSM (Customer Service Management).

Client Engagement & Delivery:

· Act as a trusted advisor to our clients, understanding their business needs and translating them into actionable ServiceNow solutions

· Collaborate with clients to develop long-term relationships and provide exceptional service.

· Lead team on some of our most strategic engagements, ensuring quality delivery and supporting team growth and meaningful work

Business Development:

· Identify and pursue new client opportunities in collaboration with account and market leaders.

· Shape proposals, lead solutioning, and support go-to-market campaigns.

· Bring a compelling storytelling ability to communicate ServiceNow’s value proposition.

Team Leadership:

· Manage a team of ServiceNow consultants, architects, and developers.

· Inspire, mentor, and guide the team to achieve high performance, continuous improvement, and professional growth.

· Collaborate with Talent Acquisition team to set talent strategy and recruit appropriate talent

Solution Innovation & Quality Assurance:

· Oversee solution design to ensure alignment with client goals, ServiceNow best practices, and Slalom standards.

· Champion quality, scalability, and long-term client success.

· Stay ahead of the curve on ServiceNow product roadmap and ecosystem changes.

Operational Leadership:

· Manage the team to achieve revenue and utilization goals

· Ensure appropriate business rigor for managing pipeline, staffing, project margin

What You'll Bring

· A minimum of 8 years of consulting experience, with a focus on building capabilities, client engagement, client delivery, business development, account management and partner alliance management

· Deep domain expertise in ServiceNow with a proven track record of leading CSM (Customer Service Management)-focused implementation projects.

· Ability to support a practice vision and work with practice leaders and experts to build a viable solution for the client’s needs.

· Experience managing a consulting practice to successful business metrics.

· Experience managing and navigating the ServiceNow partner ecosystem.

· Active ServiceNow certifications (e.g., CIS, CSA, etc.) required.

· Strong leadership skills with the ability to inspire and lead a team.

· Strategic thinking with a bias for action and outcomes..

· Demonstrated ability to grow teams, develop talent, and lead distributed workforces.

· Proven track record of client/employee satisfaction

· Ability to think strategically and solve complex business problems.

· Strong executive presence and client advisory skills.

· Proven leadership of ServiceNow engagements with a focus on CSM (Customer Service Management) modules.

· A demonstrated commitment to continuous learning and professional growth.

· Willingness to travel up to 50%

About Us

Slalom is a fiercely human business and technology consulting company that leads with outcomes to bring more value, in all ways, always. From strategy through delivery, our agile teams across 52 offices in 12 countries collaborate with clients to bring powerful customer experiences, innovative ways of working, and new products and services to life. We are trusted by leaders across the Global 1000, many successful enterprise and mid-market companies, and 500+ public sector organizations to improve operations, drive growth, and create value. At Slalom, we believe that together, we can move faster, dream bigger, and build better tomorrows for all.

Compensation and Benefits

Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that includemeaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer yearly $350 reimbursement account for any well-being-related expenses, as well as discounted home, auto, and pet insurance.

Slalom is committed to fair and equitable compensation practices. For this role, we are hiring at the following levels and salary ranges:

• East Bay, San Francisco, Silicon Valley:Senior Principal: $167,000-$258,000Director: $192,000-$307,000
• San Diego, Los Angeles, Orange County, Seattle, Boston, Houston, New Jersey, New York City, Washington DC, Westchester:Senior Principal: $153,000-$237,000Director: $175,000-$281,000
• All other locations:Senior Principal: $140,000-$217,000Director: $161,000-$258,000

In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual’s skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.

We will accept applicants until January 15, 2026, or until the position is filled.

We are committed to pay transparency and compliance with applicable laws. If you have questions or concerns about the pay range or other compensation information in this posting, please contact us at: peopleone@slalom.com.

EEO and Accommodations

Slalom is an equal opportunity employer and is committed to attracting, developing and retaining highly qualified talent who empower our innovative teams through unique perspectives and experiences. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans’ status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team or contact accomodationrequest@slalom.com if you require accommodations during the interview process.