ServiceNow Technical Account Manager Lead

The ServiceNow Technical Account Manager (TAM) will be the primary strategic partner for a US Pharma client, focusing on maximizing ServiceNow platform value and driving adoption. This role provides architect-level guidance, manages a small team of Business Analysts, and ensures high-quality delivery. Key responsibilities include acting as a dedicated technical advisor, promoting platform benefits, identifying enhancement opportunities, and contributing to solution roadmaps.

Must Have

• Act as the dedicated technical advisor for the client across all ServiceNow initiatives.
• Promote and articulate the benefits of the ServiceNow platform to expand adoption and maximize ROI.
• Identify enhancement opportunities that strengthen the partnership and drive additional work.
• Contribute to solution roadmaps and provide architectural guidance on platform improvements.
• Provide expert-level input on ServiceNow capabilities, integrations, and best practices.
• Participate in the client-focused enhancement POD, ensuring alignment between requirements, design, and delivery.
• Ensure solution quality, platform integrity, and adherence to standards throughout the delivery lifecycle.
• Manage and mentor a team of 3–4 US-based Business Analysts.
• Strong and broad understanding of the ServiceNow platform; architect-level perspective.
• ServiceNow CSA certification.
• Experience guiding clients through platform strategy, enhancement planning, or solution design.
• Strong interest and aptitude for managing Business Analysts.

Good to Have

• CIS certifications (ITSM, ITOM, or others).
• Prior people leadership experience.
• Experience working with senior stakeholders in complex or regulated environments (Pharma/Life Sciences preferred).

Perks & Benefits

• Unlimited paid time off
• 401(k) match
• Comprehensive healthcare
• HSA matching
• Ongoing learning opportunities
• Support for work-life balance

What success looks like in this role:

Role Overview

The ServiceNow Technical Account Manager (TAM) will serve as the primary strategic partner for a dedicated client in the US Pharma sector. This role focuses on maximizing the value of the ServiceNow platform, driving platform adoption, and supporting ongoing enhancement work delivered through the client’s enhancement POD. The TAM will provide architect-level guidance—without being hands-on keyboard—while also managing a small team of Business Analysts to ensure high-quality delivery.

Key Responsibilities

• Client Strategy & Platform Leadership
• Act as the dedicated technical advisor for the client across all ServiceNow initiatives.
• Promote and articulate the benefits of the ServiceNow platform to expand adoption and maximize ROI.
• Identify enhancement opportunities that strengthen the partnership and drive additional work.
• Contribute to solution roadmaps and provide architectural guidance on platform improvements.
• Service Delivery & Technical Oversight
• Provide expert-level input on ServiceNow capabilities, integrations, and best practices.
• Participate in the client-focused enhancement POD, ensuring alignment between requirements, design, and delivery.
• Ensure solution quality, platform integrity, and adherence to standards throughout the delivery lifecycle.
• Offer technical recoverability—able to step in when necessary, though not a development role.
• Team Leadership
• Manage and mentor a team of 3–4 US-based Business Analysts, with coordination across offshore contributors.
• Provide coaching, task oversight, and support for professional development.
• Foster collaboration between BAs, architects, developers, and client teams.
• Business Development Support
• Partner with account leadership to identify opportunities for platform growth and propose new solutions or modules.
• Support pre-sales efforts through scoping, estimations, and representing Unisys as a ServiceNow SME.
• Build strong relationships with mid- and senior-level client stakeholders to position Unisys as a trusted advisor.

You will be successful in this role if you have:

Key Qualifications

• Strong and broad understanding of the ServiceNow platform; architect-level perspective preferred.
• ServiceNow CSA required; CIS certifications (ITSM, ITOM, or others) are highly desirable.
• Experience guiding clients through platform strategy, enhancement planning, or solution design.
• Prior people leadership experience is a plus; strong interest and aptitude for managing BAs required.
• Experience working with senior stakeholders in complex or regulated environments (Pharma/Life Sciences preferred but not required).
• Excellent communication, client-facing presence, and consultative skills.

Benefit Highlights:

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

Video Interview Notice:

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

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This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.

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