Job Description

The Practice Lead role provides support for the successful delivery of Practice related services. Through the application of commercial and technical understanding, the Practice Lead contributes to Crossfuze's growth and ensures success by developing our product areas. The Practice Lead will be able to communicate the value of the products, our offerings, and our services to all stakeholders.

Position Responsibilities:

• To execute the roadmap for the practice based on input from internal stakeholders, customers, ServiceNow research, and their own industry insight
• Communicate the practice's capabilities and value within Crossfuze and to key stakeholders at ServiceNow
• Support the development re-useable delivery collateral based on offerings developed by the Crossfuze Offering Lead
• Provide training, enablement, and mentoring to other members of the Crossfuze Delivery team and broader ServiceNow ecosystem
• Support the sales effort in scoping and estimation that refine the customer vision and capabilities into activities and estimates
• Drive collaboration and practice success across the Crossfuze organization, especially in Delivery, through cross-functional virtual teams (Ranger Team)
• Serve in a billable capacity on select engagements where appropriate and at a level to achieve role-specific target utilization
• Lead by example to cultivate and maintain a culture built on teamwork and collaboration
• Support hiring and maintenance of the ServiceNow Delivery Team, in line with company business plans and the sales pipeline
• Manage the necessary certifications and deployments to ensure continued Product Line Achievement (PLA) status with ServiceNow
• Support customer escalations by working with cross-teams in Delivery, Sales, and others
• Identify where improvements can be made and develop success-driven plans
• Represent the company at meetings, conferences, tradeshow, etc.
• Work with your Practice Manager to execute strategy for global ServiceNow relationship management
• Serve as Stakeholder for internal initiatives focused on Continuous Improvement
• Drive adoption on Continuous Improvement initiatives as they are released
• Identify delivery improvement opportunities and add to Continuous Improvement backlog

Requirements

• Bachelor's degree in business management or technical related field
• 3+ years' experience working in a client-facing role in a professional services organization
• 3+ years' of deep functional and technical knowledge of ServiceNow configuration and implementation, or similar technology
• 1+ years' experience working in a leadership capacity in a professional services organization desirable
• Experience leading and architecting large ITOM ServiceNow project
• Deep technical knowledge of at least two ITOM applications
• Knowledge of the value provided by ServiceNow ITOM and the ability to articulate it
• Experience providing a consultative approach to advising on ITOM implementation
• Experience providing thought leadership within the ITOM space
• Knowledge of Operating Systems - Linux/UNIX/Windows/VMware
• Effective troubleshooting skills across datacentre infrastructure components - Network, F5, Operating Systems, SAN, Virtualization
• Preferred ITOM Certified Implementations Certificates:

• Discovery CIS
• Service Mapping CIS
• Event Management CIS

Benefits

• Work from Home
• Custom Training & Development Programs
• Competitive Paid Time Off Benefits
• Competitive Salary & Incentive Compensation Program
• Employee and Family Assistance Program (EFAP)
• Extended Healthcare Plan
• Group RRSP with Employer Match
• Life Insurance (Basic & AD&D)
• Short Term & Long Term Disability

Equal Employment Opportunity

Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.