VP of Implementation and Support

Our client, a ServiceNow-focused organization, is hiring a hands-on VP of Implementation & Support to join the team in Indianapolis, Indiana. The successful candidate will take a hands-on role in leading customer implementations while growing and optimizing the implementation and support organization, which will shape the customer experience, deliver exceptional results and drive enterprise growth.

Responsibilities

• Lead end-to-end customer implementations, from initial discovery through go-live and early operational stability.

• Build, mentor and manage the Implementation & Support team, promoting a culture of excellence and high performance.

• Develop and execute scalable implementation and support strategies that drive enterprise growth.

• Facilitate discovery sessions and translate business requirements into robust, scalable ServiceNow solutions.

• Architect and oversee complex ServiceNow implementations, including workflows, integrations, data migrations and customizations.

• Create and continuously refine delivery playbooks, methodologies, templates and processes to accelerate time-to-value.

• Act as the executive escalation point for implementation and support challenges, ensuring timely resolution and transparent customer communication.

• Collaborate closely with Product, Engineering, QA and Sales to ensure delivery readiness, smooth handoffs and continuous improvement.

• Stay up to date with ServiceNow platform capabilities and releases, incorporating new features and best practices into all delivery processes.

Skillset

• At least 10 years of experience in enterprise software implementation, consulting or technical delivery.

• Minimum of 5 years of hands-on experience implementing ServiceNow in enterprise environments.

• Demonstrated success in personally leading complex, high-impact implementations.

• Strong technical expertise across ServiceNow, including architecture, scripting, Flow Designer and Integration Hub.

• Proven experience with integrations, data migrations, and connecting enterprise systems.

• Exceptional discovery, planning, and customer-facing skills.

• Operationally minded, with a proactive approach to problem-solving, risk management, and continuous improvement.

• Experience working within Agile or iterative delivery models.

• ServiceNow certifications: CSA required; CIS and/or CAD highly desirable.

Benefits

• Salary: $175k – $200k DOE

• Comprehensive benefits package.

56637