Role Overview

We are seeking an experienced ServiceNow Customer Service Management (CSM) Practice Lead to own, develop, and grow our CSM capability on a global scale.

This is a senior leadership role focused on practice ownership, solution direction, and executive-level client engagement , rather than hands-on configuration or development.

The successful candidate will play a key role in shaping CSM strategy, supporting complex pre-sales engagements, and positioning ServiceNow CSM as a core enterprise offering.

Key Responsibilities

• Own and lead the ServiceNow CSM practice , covering delivery, pre-sales, and capability development
• Act as a senior subject matter expert for all ServiceNow CSM initiatives
• Define best practices, delivery standards, and scalable solution frameworks
• Support sales and pre-sales activities , including solution design, estimations, and client workshops
• Engage with senior stakeholders and executive clients , particularly in German-speaking markets
• Mentor, coach, and support consultants within the CSM capability
• Partner closely with delivery leadership to ensure successful project execution and client outcomes

Required Experience & Skills

• 10+ years of IT experience , with strong focus on Customer Service Management and ServiceNow
• Extensive experience within consulting or system integrator environments
• Proven track record of building, leading, or scaling a ServiceNow practice or capability
• Strong client-facing and stakeholder management skills
• Comfortable operating at senior and executive level
• Fluent German and English (spoken and written)

Darwin Recruitment is acting as an Employment Agency in relation to this vacancy.