ServiceNow CoE Lead

NewVision Software is establishing a dedicated ServiceNow Centre of Excellence (CoE) to accelerate platform-led managed services, modernise IT Service Management (ITSM) delivery, and build a replicable, revenue-generating ServiceNow practice. The CoE Lead / Solution Architect will be the technical and strategic anchor of this CoE.

This is a dual-mandate role. The individual must function simultaneously as a senior technical practitioner — capable of designing complex multi-module architectures — and as a practice builder who shapes the CoE roadmap, leads pre-sales pursuits, governs delivery quality, and grows a high-performing team. The role demands a rare combination of deep hands-on ServiceNow expertise and senior leadership presence, comfortable engaging with Chief Information Officer (CIO)-level stakeholders and ground-level implementation teams alike.

This role is the founding hire for the NewVision ServiceNow practice. The individual appointed will:

• Define and lead the ServiceNow Centre of Excellence (CoE) from inception, establishing governance, delivery standards, and accelerator assets that become the backbone of all ServiceNow engagements.
• Drive revenue growth by owning pre-sales solutioning, proposal leadership, and client advisory relationships across EMEA and APAC markets.
• Act as the technical authority — the final arbiter of platform architecture, module design, integration patterns, and risk decisions across all engagements.
• Build and scale a certified team of ServiceNow practitioners, elevating NewVision's partner tier and market positioning.
• Position NewVision as a strategic managed services partner — not a transactional vendor — through thought leadership, platform governance, and long-term client relationships.

3.1 ServiceNow Centre of Excellence (CoE) Creation and Growth

• Define and operationalise the CoE charter: governance model, service catalogue, delivery methodology, and centre-of-gravity for all ServiceNow engagements across NewVision.
• Establish reusable accelerators, solution templates, integration patterns, and documentation libraries to reduce time-to-value for new client engagements.
• Build and maintain the ServiceNow practice roadmap, including module expansion priorities, partnership tier targets, and annual revenue commitments.
• Drive the ServiceNow partner ecosystem strategy — including Elite or Premier partnership progression, certification count requirements, and managed partner compliance obligations.
• Produce and track the internal practice Profit & Loss (P&L) view, reporting on revenue, utilisation, margin, and headcount metrics on a monthly basis.
• Develop a minimum of two new reusable productised service offerings per year (for example: AI-enabled ITSM accelerator, CMDB Health-as-a-Service, zero-touch Change Management package).

3.2 Solution Architecture and Technical Leadership

• Design end-to-end ServiceNow platform architectures spanning multiple modules, integrations, and data models for enterprise-scale engagements of 2,000 to 20,000+ users.
• Lead technical discovery workshops with client architects, infrastructure owners, and process Subject Matter Experts (SMEs) to translate requirements into validated solution blueprints.
• Review and approve Technical Design Documents (TDDs), architecture decision records, integration specifications, and platform configuration standards produced by the delivery team.
• Drive Configuration Management Database (CMDB) health and strategy as the foundational layer for IT Operations Management (ITOM), Security Operations (SecOps), and asset management capabilities.
• Evaluate and recommend Now Platform capabilities including App Engine, Integration Hub, Flow Designer, Automation Engine, and Artificial Intelligence / Machine Learning (AI/ML) features relevant to client use cases.
• Conduct platform health assessments and upgrade readiness reviews for prospects and existing clients, identifying technical debt and structured remediation paths.

3.3 Pre-Sales and Go-To-Market (GTM) Support

• Lead solution scoping and effort estimation for Request for Proposal (RFP) responses, proofs of concept, and fixed-price engagement proposals across ITSM, ITOM, Customer Service Management (CSM), Human Resources Service Delivery (HRSD), Governance Risk & Compliance (GRC), and other modules.
• Develop and deliver executive-level demonstrations and prototype showcases tailored to CIO, Chief Information Security Officer (CISO), and IT Director audiences.
• Produce commercial solutioning artefacts: effort models, staffing plans, delivery timelines, risk registers, and commercial packaging for ServiceNow engagements.
• Support account farming initiatives by identifying upsell and cross-sell opportunities within active managed services accounts.
• Represent NewVision at ServiceNow Knowledge (Now at Work) events, partner summits, and industry forums to build brand visibility and generate qualified pipeline.

3.4 Delivery Governance and Quality Assurance

• Define and enforce delivery governance frameworks including sprint standards, configuration review checkpoints, technical debt management, and release management protocols.
• Conduct architecture and code review checkpoints at key delivery milestones: design complete, User Acceptance Testing (UAT) entry, and go-live readiness.
• Establish Managed Services operational standards on ServiceNow, including Service Level Agreement (SLA) framework configuration, queue management, Customer Satisfaction (CSAT) measurement, and reporting dashboard standards.
• Manage escalation pathways for complex technical issues affecting delivery commitments, acting as the final technical decision authority for the practice.
• Drive post-implementation review and lessons-learned cycles to continuously improve delivery quality and the accelerator library.

3.5 Platform Governance and Best Practices

• Author and maintain NewVision's ServiceNow Platform Standards document: naming conventions, scoped application design, update set management, and instance hygiene requirements.
• Define ServiceNow upgrade and patching cadence governance for managed services clients, including impact assessment, regression testing protocols, and stakeholder communication standards.
• Champion platform security and compliance posture — including Role-Based Access Control (RBAC), audit logging, encryption at rest and in transit, and integration credential governance.
• Maintain current awareness of the ServiceNow release roadmap and proactively advise clients on release-relevant changes and deprecation timelines.

3.6 Team Building, Mentoring, and Capability Development

• Hire, onboard, and mentor a team of ServiceNow Developers, Technical Consultants, ITSM Process Consultants, and Functional Architects aligned to the CoE growth roadmap.
• Define certification pathways for team members and track progress against defined quarterly milestones across Certified System Administrator (CSA), Certified Implementation Specialist (CIS), and Certified Technical Architect (CTA) credentials.
• Conduct technical interviews for mid-to-senior ServiceNow hires and provide structured hiring recommendations to leadership.
• Run internal knowledge-transfer (KT) sessions, hands-on labs, and monthly tech-talks to elevate the practice's collective skill profile.
• Build a ServiceNow community of practice within NewVision — connecting practitioners across delivery, pre-sales, and managed services operations tracks.

3.7 Client Advisory and Executive Communication

• Engage directly with CIO, CISO, ITSM Process Owners, and IT Directors to deliver platform strategy advisory, roadmap reviews, and maturity assessments.
• Produce executive-ready governance decks, Quarterly Business Review (QBR) presentations, and value realisation reports for key accounts.
• Position NewVision as a strategic managed services partner through thought leadership, advisory engagements, and long-term relationship stewardship — not a transactional implementation vendor.
• Navigate client escalations with composure, converting conflict situations into trust-building opportunities through transparent communication and commitment-backed recovery plans.

• ServiceNow Certified Technical Architect (CTA) credential or active pursuit thereof.
• ServiceNow Certified Master Architect (CMA) — will be given priority consideration.
• Experience designing and deploying ServiceNow AI / Machine Learning (ML) features including Predictive Intelligence and Virtual Agent.
• Working knowledge of Managed Services Provider (MSP) business models including SLA management, tiered support, and managed service operations.
• Hands-on experience with ITOM Visibility and AIOps capabilities.
• Cloud platform knowledge — Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP) at an architectural level.
• Familiarity with GRC (Governance Risk & Compliance) and SecOps (Security Operations) modules.
• ServiceNow Strategic Portfolio Management (SPM) module exposure.
• Experience contributing to ServiceNow community forums, speaking at Now at Work events, or publishing technical articles.

7.1 ServiceNow Certifications

7.2 Non-ServiceNow Certifications

• Executive presence: Ability to walk into a boardroom, establish credibility within the first five minutes, and sustain a strategic advisory dialogue without relying on slides or technical jargon.
• Written communication: Capable of authoring polished executive summaries, client-facing proposals, delivery governance reports, and architecture narratives independently.
• Conflict navigation: Demonstrates emotional maturity and situational judgement in managing stakeholder disagreements, delivery escalations, and commercial negotiations.
• Cross-functional leadership: Comfortable working horizontally across NewVision's pre-sales, delivery, HR, and finance functions to drive outcomes without direct authority.
• Team culture: Acts as a visible culture carrier — modelling intellectual curiosity, delivery rigour, and client focus within the practice.
• Public representation: Willing and able to represent NewVision at ServiceNow events, partner forums, and industry conferences as a recognised thought leader.

• Own a personal revenue influence target of INR 3 Crore – 5 Crore annually, inclusive of pre-sales wins attributable to the individual's technical solutioning and client advisory contribution.
• Build a pipeline of qualified ServiceNow opportunities in collaboration with Business Development (BD) and Account Management teams, targeting a minimum of 8 – 10 active pursuits per quarter at steady state.
• Develop a minimum of two new reusable solution offerings per year as productised service lines (for example: AI-enabled ITSM accelerator, CMDB Health-as-a-Service, zero-touch Change Management).
• Contribute to NewVision's ServiceNow partner tier progression — supporting technical capability evidence, customer references, and certification count targets required for Elite partner status.
• Identify, nurture, and close upsell opportunities in active managed services accounts by introducing new modules, automation capabilities, and advisory retainer models.