ServiceNow CRM & Customer Operations Lead (CSM / FSM)

UK Wide Hybrid | Permanent | £75,000-£90,000 + Bonus + Benefits

Have you designed case management, service operations or customer workflows on ServiceNow, and want to help shape a new practice from the ground up?

A major global transformation consultancy is building a dedicated ServiceNow CRM and Customer Workflows capability in the UK, and this is one of the first hires into it.

That means this isn't a role where the playbook is already written. You'll join at a stage where how the capability works, what it offers and how it goes to market are still taking shape, and you'll have real input into all of it. You'll do that alongside client work that runs end to end: getting into a client's service operations, designing a better operating model and building the business case, then staying with the programme through delivery to make sure what gets built actually achieves what was designed.

What you'll be doing

• Advising clients on ServiceNow as a CRM platform, covering Customer Service Management (CSM), Field Service Management (FSM), Sales & Order Management and the wider Customer Workflows portfolio
• Leading discovery workshops with service, operations and technology leaders
• Redesigning case management, contact centre, self-service, omnichannel and field service operating models
• Shaping AI-enabled service using Now Assist, AI Agents, Agent Assist and knowledge automation
• Supporting order-to-activation and Sales & Order Management, particularly for telecoms and technology clients
• Building roadmaps and business cases, and presenting to COO, Chief Customer Officer and CIO-level stakeholders
• Acting as functional and design lead through delivery: translating the target operating model into ServiceNow workflow designs and working closely with implementation teams
• Owning solution quality and governance on programmes, so that delivery stays tied to the business outcomes agreed at the start
• Supporting proposals, pre-sales and client pitches
• Helping shape the practice from early on: contributing to its offerings, accelerators, go-to-market approach and thought leadership, and helping it grow as demand builds

Who we'd like to hear from
Hands-on ServiceNow experience is essential. Salesforce or Dynamics experience is useful context, but not a substitute. Strong candidates are likely to be:

• ServiceNow CSM or FSM consultants and architects at a partner, SI or consultancy
• ServiceNow consultants with strong case management or service design experience from adjacent workflows, such as HR Service Delivery, Telecom Service Management, Enterprise Service Management or customer-facing service desks, who want to specialise in customer operations
• Client-side ServiceNow leaders, such as platform owners, product owners or heads of ServiceNow, who have rolled out or scaled CSM or case management inside an enterprise

What matters most:

• Hands-on ServiceNow experience. CSM, FSM or case management is ideal, but you don't need to know every module.
• An understanding of how service operations run day to day: case handling, queues, service levels (SLAs), agent experience, self-service and operational performance
• A track record of building something, not just delivering against a playbook. That could be standing up a ServiceNow centre of excellence, growing a practice or team, launching an offering, or owning a platform roadmap.
• Confidence with senior business stakeholders, not just IT
• Some exposure to pre-sales, proposals or shaping business cases
• Experience seeing ServiceNow programmes through delivery, ideally in a functional lead, solution design or design authority role
• Around 10 years or more in ServiceNow, service operations or transformation roles

Why this role

• An early hire, not a later addition: you'll join while the capability is being formed, so your experience and ideas can influence its direction
• Room to grow with it: as the practice grows, there's scope for your role to grow with it
• Backed by an established consultancy: you'll have the brand, client relationships and senior support of a major firm, without being slotted into a fixed structure
• At the edge of ServiceNow's roadmap: you'll get real exposure to AI-enabled customer and field service
• Strategy and delivery, not one or the other: you'll work with senior stakeholders from day one and see programmes through, rather than handing over at the business case or picking up someone else's design

If you've ever wanted to help shape a ServiceNow practice rather than join one that's already set, this is worth a conversation. Even if you only tick some of the boxes please apply or get in touch.

Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.

Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.

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