Nelson Frank
ServiceNow CSM+ FSM Practise Manager
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Role Overview
The successful candidate will combine deep ServiceNow product expertise with strong consulting, solution leadership, and commercial awareness. They will act as the senior point of reference for CSM and FSM, providing direction across solutioning, delivery, capability development, and customer engagement.
Practice Strategy & Direction
- Define and own the strategic vision and roadmap for the ServiceNow CSM and FSM practice.
- Identify emerging ServiceNow capabilities, market trends, and customer requirements that should influence the practice roadmap.
- Establish and maintain CSM/FSM solution principles, standards, and best practices.
- Provide senior technical and functional direction across CSM and FSM engagements.
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CSM & FSM Capability
- Build and develop a high-performing CSM/FSM capability across consulting, architecture, business analysis, and technical delivery.
- Define capability and competency frameworks for CSM and FSM practitioners.
Solution Direction
- Provide strategic direction on CSM and FSM solution architecture and implementation approaches.
- Review and guide complex solution designs to ensure they align with ServiceNow best practice.
- Support the development of enterprise-scale CSM/FSM operating models and transformation roadmaps.
- Provide technical leadership across integrations, data, workflows, customer journeys, case management, and field operations.
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Required Experience
- Significant experience delivering and shaping (CSM) solutions.
- Significant experience delivering and shaping (FSM) solutions.
- Experience at practice, solution leadership, architecture, or senior consulting level.
- Experience defining ServiceNow solution strategy and roadmaps.
Certifications
- Must hold both:
- Customer Service Management (CIS-CSM)
- Field Service Management (CIS-FSM)
Location
Candidates must be living in the UK to qualify for this position!
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