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: