ServiceNow CSM Practice lead

München

Germany

£130000.00/year

Permanent

Architecture

1

ServiceNow CSM Practice Lead (German Fluent)

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.

Anthony Furlonge

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Anthony Furlonge

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