ServiceNow Practice Director

About the Role

We are searching for an accomplished leader to establish and run a ServiceNow Center of Excellence and Innovation (CoEI) for our client in Riyadh. This high-impact position demands strategic vision, enterprise leadership, deep ServiceNow know-how, and a strong ability to influence and drive change across large organizations. You will lead enterprise-wide ServiceNow initiatives and ensure the platform is leveraged as a core driver for digital transformation.

Key Responsibilities

• Develop and promote the organization’s vision for ServiceNow as a key enterprise platform while aligning goals with measurable business outcomes.
• Act as the single accountability point for the management of all ServiceNow platforms, including oversight of upgrades, platform hygiene, and delivery of new features.
• Set up and chair governance mechanisms such as steering committees and demand boards, facilitating robust decision-making among stakeholders.
• Design and implement the CoEI’s structure, touching on strategy, delivery, architecture, and innovation.
• Hire, mentor, and develop high-performance teams; articulate clear paths for career growth and responsibilities across teams and partners.
• Collaborate closely with executive leaders to encourage ServiceNow adoption, manage change, and resolve resistance to transformation.
• Define and formalize ServiceNow as a Service (SaaS) offerings, setting SLAs with business stakeholders and managing demand and prioritization.
• Ensure compliance, risk management, and technical standards across platform configuration, security, and data management.
• Drive innovation by identifying new workflow automation and transformation opportunities across multiple business areas, nurturing best practice communities, and promoting knowledge sharing.
• Engage consistently with C-suite and business units, communicating progress, value delivery, and risks, and championing business adoption of new capabilities.

Required Experience & Skills

• At least 10 years of experience in enterprise IT service management or operations, including 5 years or more in leadership
• Minimum 5 years of hands-on experience with ServiceNow (administration, configuration, upgrades, and module implementation such as ITSM, HR, or customer service)
• Direct experience with ServiceNow governance or Center of Excellence best practices
• History of building and leading delivery or operational teams
• Demonstrated expertise in IT financial management and enterprise-level change initiatives
• Background in consulting is advantageous

Technical Proficiencies & Certifications

• ServiceNow certification(s) preferred (e.g., Certified System Administrator, Certified Application Developer)
• Strong foundation in enterprise service management frameworks (such as ITIL)
• Working knowledge of governance, risk, and compliance (GRC) methodologies
• Competence in enterprise systems integration, APIs, and data management
• Understanding of low-code/no-code platforms

Leadership & Interpersonal Skills

• Ability to engage confidently with C-level executives and foster strong stakeholder relationships
• Expertise in driving cross-functional change, overcoming resistance, and uniting teams under a common vision
• Outstanding communication skills, making complex technology clear to both technical and non-technical audiences
• Business acumen, including financial planning and strategic alignments
• Track record in talent development and coaching high-performing teams
• Resilience in fast-paced, rapidly changing work environments

Education

• Bachelor’s degree in Computer Science, IT, Business Administration or related area (Master’s preferred), or equivalent professional experience

Preferred Qualifications

• Experience leading CoE or ownership of strategic enterprise technology platforms
• Consulting background in business process or enterprise architecture
• Knowledge of organizational change management frameworks and Agile delivery methodologies
• Experience with managed services or in a client delivery context