About this role
Salary: £75,000 - 90,000 per year
Requirements
- Hands-on ServiceNow experience; CSM, FSM or case management experience is ideal, though expertise in every module is not required.
- Understanding of day-to-day service operations, including case handling, queues, service levels, agent experience, self-service and operational performance.
- Track record of building or growing a capability, such as establishing a ServiceNow centre of excellence, growing a practice or team, launching an offering, or owning a platform roadmap.
- Confidence working with senior business stakeholders, not only IT stakeholders.
- Some experience with pre-sales, proposals or developing business cases.
- Experience seeing ServiceNow programmes through delivery, ideally in a functional lead, solution design or design authority role.
- Around 10 years or more of experience in ServiceNow, service operations or transformation roles.
- Relevant backgrounds may include ServiceNow CSM or FSM consulting and architecture; adjacent workflow experience such as HR Service Delivery, Telecom Service Management, Enterprise Service Management or customer-facing service desks; or client-side ServiceNow leadership with experience rolling out or scaling CSM or case management.
- Salesforce or Dynamics experience is useful context but does not replace hands-on ServiceNow experience.
Responsibilities
- Advise clients on ServiceNow as a CRM platform, including Customer Service Management (CSM), Field Service Management (FSM), Sales & Order Management and the wider Customer Workflows portfolio.
- Lead discovery workshops with service, operations and technology leaders.
- Redesign case management, contact centre, self-service, omnichannel and field service operating models.
- Shape AI-enabled service using Now Assist, AI Agents, Agent Assist and knowledge automation.
- Support order-to-activation and Sales & Order Management, particularly for telecoms and technology clients.
- Build roadmaps and business cases, and present to COO-, Chief Customer Officer- and CIO-level stakeholders.
- Act as functional and design lead through delivery, translating target operating models into ServiceNow workflow designs and working closely with implementation teams.
- Own solution quality and programme governance to keep delivery aligned with agreed business outcomes.
- Support proposals, pre-sales and client pitches.
- Help develop the practices offerings, accelerators, go-to-market approach and thought leadership, and contribute to its growth.
Technologies
- AI
- AI Agents
- CRM
- Support
- Salesforce
- ServiceNow
More
We are recruiting for an early hire in a dedicated ServiceNow CRM and Customer Workflows capability being built by a major global transformation consultancy in the UK. The capability is still taking shape, offering scope to influence its direction and grow with it, backed by an established firms brand, client relationships and senior support. The role combines strategy and delivery, with exposure to AI-enabled customer and field service. It is a permanent, UK-wide hybrid position offering £75,000–£90,000 plus bonus and benefits. We welcome candidates who meet some, rather than all, of the listed criteria. Modis International Ltd and Modis Europe Ltd act as equal opportunities recruitment businesses and employment agencies; applications are handled in accordance with their candidate privacy information statement.
last updated 46 week of 2026