Client Partner - ServiceNow
Summary
Senior Client Partner owning end-to-end ServiceNow account success: delivery, commercials, P&L, governance, and account growth for client ServiceNow programs in a hybrid role across Indian cities. Requires 15+ years' experience (5 in ServiceNow), strong stakeholder, program, and commercial management, plus CSA and PMP certifications.
Position Title: Client Partner ServiceNow.
Location: Noida/Mumbai/Banglore.
Work Mode: Hybrid.
Client Location: This role requires working from the client location as per business requirements.
About the Role - Client Partner (ServiceNow):
We are looking for a seasoned Client Partner to own end-to-end client success across delivery, commercials, governance, and account growth.
This role serves as the single point of accountability for stakeholder management, project execution, P&L, resource planning, and ServiceNow program delivery while driving strategic growth and ensuring exceptional client outcomes.
- Own overall client relationship, delivery, commercials, and account growth.
- Act as the single point of accountability for commitments, timelines, quality, risks, and escalations.
- Demonstrate strong functional understanding of ServiceNow and the implementation lifecycle.
- Understand the client's business needs and connect them with the right delivery approach.
- Drive strong project planning covering scope, milestones, dependencies, resources, risks, testing, and releases.
- Be highly proactive in identifying risks, issues, capacity gaps, and client concerns before they escalate.
- Show strong problem-solving and decision-making capability; bring solutions and recommendations, not just problems.
- Manage demanding stakeholders with maturity, confidence, clarity, and assertiveness.
- Ensure strong follow-through and closure of actions and commitments.
- Own account-level P&L, including revenue, cost, margin, utilization, forecasting, billing, and commercial leakage.
- Ensure proper SOW / contractual coverage for delivery commitments.
- Manage resource capacity, ramp-up/ramp-down, performance gaps, and critical skill requirements.
- Drive delivery quality and ensure recurring issues are addressed through root-cause corrective actions.
- Provide effective governance across PMs, architects, development, QA, automation, and other delivery teams.
- Identify account growth opportunities aligned with the client's ServiceNow roadmap and business priorities.
- Operate with a strong ownership mindset and independently drive the account without requiring continuous leadership follow-up.
Experience:
- Total Experience 15 years minimum.
- Out of which 5 years in ServiceNow.
Key Competencies:
- Client & stakeholder management.
- ServiceNow functional knowledge.
- Project/program management.
- Business understanding.
- Problem solving & decision making.
- P&L / commercial management.
- Risk & resource management.
- Executive communication.
- Minimum CSA certificate.
- PMP or equivalent certification Must.
- Expert in planning Must Project plan.
- Ready to travel as needed Business Travels.
- Excellent Verbal and written communication skills Must.
- Accountability, maturity, and proactiveness.
