You own the CAP managed services practice end to end: you define its method, you raise its quality and you deliver it to clients. Two days out of five growing the practice, three days out of five in front of clients proving its value.

You lead the CAP practice, Pomerol’s managed services offering around ServiceNow platform governance and performance. Your time splits 40% on running the practice (method, offerings, team upskilling, deliverable quality) and 60% on client delivery (governance cadence, platform health, sponsor relationships). You are both the keeper of the CAP method and the person who brings it to life on the ground. This role suits an expert profile (8+ years) who has delivered large ServiceNow engagements and wants to structure a practice while staying close to clients. Hybrid mode, based in Terrebonne.

Main responsibilities

- Lead delivery of CAP managed services engagements and safeguard the quality of governance cadences.
- Evolve the CAP method: offerings, frameworks, templates, platform health metrics.
- Facilitate governance sessions and value reviews with client sponsors.
- Coach and upskill the consultants assigned to the practice.
- Steer client account health: satisfaction, renewal, engagement growth.
- Translate client needs into roadmaps and prioritized decisions.
- Contribute to business development with the sales team (scoping, estimation, proposals).
- Measure and report practice performance and the value delivered to clients.

What you bring

- Proven experience delivering ServiceNow engagements, ideally in governance or managed services
- Ability to structure a practice: method, offerings, templates, metrics
- Comfort in executive relationships and facilitating governance committees




- Team leadership and a genuine interest in developing consultants
- Business sense: engagement scoping, estimation, proposal support
- Discipline around deliverable quality and value measurement
- Autonomy, solid prioritization and the ability to move between steering and the field

Desired certifications

Required or in progress

ServiceNow Certified System Administrator (CSA), ITIL 4 Foundation.

An asset

ServiceNow CIS certifications (module of your choice), CIS-ITSM, project management or account management training.

Expected deliverables

- Delivered and documented governance cadences for each account
- CAP method kept up to date (offerings, templates, metrics)
- Platform health reports and client value reviews
- Upskilling plan for the practice team
- Prioritized and tracked client roadmaps
- Practice performance dashboard (satisfaction, renewal, growth)

Required experience

ServiceNow delivery (8+ years)

Expert. Large implementation or managed services engagements, from scoping to delivery.

Platform governance (3-5 years)

Advanced. Governance cadence, platform health, demand prioritization.

Practice leadership (3-5 years)

Advanced. Structuring offerings, method, templates, team management.

Executive client relationships (5+ years)

Advanced. Committee facilitation, sponsor relationships, account management.

Business development (2-4 years)

Intermediate to advanced. Scoping, estimation, service proposal support.

Consultant coaching (3-5 years)

Advanced. Mentoring, quality review, team upskilling.

ITSM / ITOM (5+ years)

Advanced. Command of the service processes that structure managed engagements.

Ready to lead the CAP practice?

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📌 CAP Managed Services Practice Lead (Terrebonne)
🏢 Pomerol Groupe Conseil
📍 Terrebonne