Senior Manager, Expert Services

Senior Manager, Expert Services

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role :

• Provide day-to-day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects.
• Be the focal point for delivery questions or concerns from internal stakeholders or customers. This could include customer governance calls, internal project reviews and escalations.
• Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution including planning and revenue forecasting.
• Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience.
• Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams to achieve outstanding customer delivery.
• Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery.
• High ability to resolve delivery challenges quickly and effectively in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels.
• Management of Revenue, Cost and Margin for regional delivery implementations.

People Management :

To be successful in this role you have :