Job Title: ServiceNow Practice Lead
Company Name: K&B Global Services
Location: Dallas TX or Raleigh NC
Role Overview
The ServiceNow Practice Lead is a strategic and technical leadership role responsible for building, scaling, and delivering end-to-end solutions on the ServiceNow platform. This role combines practice leadership, solution architecture, ITSM domain expertise, and delivery execution to drive business value for clients.
You will lead the ServiceNow capability across strategy, architecture, development, delivery, and operations, while aligning with K&B’s broader Service Delivery Management (SDM), Agile Product Delivery, and AI-driven insights frameworks.
This role acts as a trusted advisor to executives, a visionary architect, and a hands-on leader guiding teams across ITSM, ITOM, ITAM, integrations, and platform innovation.
Key Responsibilities
1. Practice Leadership & Strategy
- Define and execute the ServiceNow practice strategy, roadmap, and growth plan
- Build reusable assets, accelerators, and best-practice frameworks
- Align ServiceNow capabilities with K&B’s SDM, Agile, and AI-driven value tracking models
- Drive innovation using platform capabilities (AI, automation, analytics)
- Establish governance, standards, and delivery excellence frameworks
2. Solution Architecture & Design
- Lead end-to-end solution architecture across ServiceNow modules:
- ITSM, ITOM, ITAM, SPM, CSM, HRSD, SecOps, Service Portal, Platform Analytics
- Design scalable, cloud-native, and multi-tenant architectures
- Own complex solutioning, estimation, and technical design decisions
- Provide visionary, system-level thinking for platform extensibility (plugins, reusable components)
- Ensure optimal use of OOTB (Out-of-the-Box) capabilities before customization
3. Delivery & Engineering Leadership
- Oversee full lifecycle delivery:
- Requirements → Design → Build → Test → Deploy → Support
- Lead development teams in:
- Application development, scripting, integrations, and automation
- Ensure adherence to:
- Agile methodologies
- DevOps practices
- Release management and CI/CD pipelines
- Drive quality engineering, including:
- Automated Testing Framework (ATF)
- Unit, functional, and regression testing
4. ITSM & Operational Excellence
- Lead enterprise ITSM functions:
- Incident, Problem, Change, Release, Asset, CMDB
- Drive service delivery excellence with focus on:
- Cost optimization
- Risk reduction
- User experience improvement
- Establish KPIs, SLAs, dashboards, and performance and platform analytics
- Ensure alignment between operations and business outcomes
5. Integration & Platform Ecosystem
- Architect and implement integrations using:
- Integration Hub, APIs, MID Servers
- Lead integrations with enterprise tools such as:
- Atlassian (JIRA), ERP systems, monitoring tools, CI/CD platforms
- Enable event-driven automation and orchestration
6. Stakeholder & Client Engagement
- Act as primary advisor to clients and executive stakeholders
- Translate business needs into technical and functional solutions
- Lead workshops, roadmap sessions, and value realization discussions
- Communicate complex concepts clearly to business and IT audiences
7. Team Leadership & Capability Building
- Build and mentor high-performing teams:
- Architects, developers, administrators, analysts
- Drive continuous learning and certification culture
- Provide coaching on:
- Architecture, development, ITSM best practices
- Manage vendor and partner relationships
8. Innovation, AI & Analytics
- Leverage:
- Now Assist for ITSM, AIOps, Now Assist for CSM
- Platform Analytics
- AI Search
- Automation & predictive intelligence and capabilities
- Drive data-driven insights and dashboarding
- Align platform capabilities with AI governance and value tracking, and AI Control Tower
Core Technical Expertise
ServiceNow Platform
- ITSM Pro, ITOM, ITAM, CMDB
- Service Portal & UI/UX design
- Performance Analytics & dashboards
- Discovery, Service Mapping, Event Management
- Orchestration & automation
Development & Scripting
- JavaScript, REST/SOAP APIs, JSON, HTML/CSS
- Experience with:
- PowerShell, Python, SSH, SNMP (preferred)
Architecture & Integration
- Cloud architecture (SaaS, PaaS, multi-tenancy)
- Enterprise integrations (JIRA, ERP, Bitbucket, GitHub, ServiceNow Store Plugins, monitoring tools)
- Data modeling, CMDB design, and normalization
Qualifications
- 10+ years overall IT experience
- 7+ years ServiceNow development & platform experience
- 3+ years of solution architecture and design leadership
- Proven experience delivering multiple enterprise ServiceNow implementations
- Strong background in:
- ITSM process design and transformation
- Agile product delivery
- Enterprise architecture
Certifications (Preferred)
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist (ITSM, ITOM, Discovery, etc.)
- Advanced System Administration
Leadership Competencies
- Strategic thinker with execution discipline
- Strong client-facing and communication skills
- Ability to bridge business and technology
- High emotional intelligence and cross-functional leadership
- Results-driven with focus on value realization and outcomes
What Success Looks Like
- A scalable, high-performing ServiceNow practice
- Consistent delivery of client value and measurable outcomes
- Strong platform adoption and user experience
- High-performing teams with deep technical and domain expertise
- Innovation through automation, AI, and analytics
K&B Global is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.
Pay: $60.00 - $95.00 per hour
Work Location: Hybrid remote in Plano, TX 75023
