The role
As Tech & Customer Excellence Practice Lead, you'll own the strategic direction, commercial performance, and delivery quality of Pulsar's largest practice area. You'll combine deep ServiceNow platform expertise with leadership and commercial acumen — setting the standard for how we deliver ITSM, ITOM, CSDM, ITAM, Industry and platform architecture.
What you'll do
- Define and execute the practice strategy for Technical Excellence, aligned with Pulsar's growth objectives
- Own practice P&L — revenue targets, utilisation, and margin management
- Lead and grow a team of ServiceNow consultants and architects across the Technical Excellence domain
- Set delivery standards, methodologies, and quality frameworks across ITSM, ITOM, CSDM, ITAM, and SPM engagements
- Act as executive sponsor and escalation point on major client engagements
- Drive pre-sales activities — shaping proposals, leading orals, and building client relationships at senior level
- Collaborate with other practice leads to drive cross-practice opportunities and integrated solutions
- Develop and maintain partnerships with ServiceNow product teams and alliance managers
- Recruit, mentor, and develop talent — building a high-performing team culture aligned with Pulsar's values
- Contribute to Pulsar's leadership team, shaping company strategy and operational direction
What we're looking for
- 12+ years in ServiceNow consulting with deep expertise across ITSM, ITOM, CSDM, CSM, or platform architecture
- Proven experience leading a practice, capability, or delivery team within a ServiceNow partner or enterprise
- Commercial experience — P&L ownership, pipeline development, and account growth
- Strong technical credibility — able to guide solution architecture and challenge delivery approaches
- Track record of building and developing high-performing consulting teams
- Executive presence — comfortable presenting to C-suite clients and leading strategic conversations
- ServiceNow CTA, CMA, or multiple CIS certifications
Nice to have
- Experience in a ServiceNow Premier or Elite partner environment
- Existing relationships within ServiceNow's UK alliance and sales leadership
- ITIL Master or Expert certification
- Experience with ServiceNow's Now Create delivery methodology
- Background across both public and private sector ServiceNow programmes
What we offer
Beyond the role
Reward & Recognition
- Annual salary review
- Bonus & incentive schemes
- Pension contribution
- Private health insurance
- Attractive annual leave entitlement
- Life insurance policy
Learning & Development
- In-house development programmes
- E-Learning platforms
- Career development pathways
- Personal development plans
- Skills-based training days
- Collaborative relationships with higher education
Wellbeing & Culture
- Flexible working options
- Walking meetings
- Mental Health First Aiders
- Team away days
- DE&I communities and culture days
- Volunteer days and charity partnerships
Ready to apply for Technical Excellence Practice Lead?
Send us your CV and a few lines on why this role — we read every application personally.