Senior Manager, Expert Services

ServiceNow Job Opportunity

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

Delivery Oversight :

• 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.
• Ensure adherence to the Global Services Delivery Framework and operational excellence.
• Clearly communicate to management issues that may affect scope, budget or timeliness of delivery.
• Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams.
• Strong collaboration and relationship building with account teams and Partners.
• High ability to resolve delivery challenges quickly and effectively.
• Management of Revenue, Cost and Margin for regional delivery implementations.

People Management :

To Be Successful In This Role You Have :

Experience : Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact.

Leadership : 5+ years of leadership experience in a professional services organization with a prior background in one (or more) of the following roles :

Consulting : 10+ years of consulting experience for complex, global organizations.

Team Management : Experience in leading and mentoring a team of twenty or more employees.

Skills : Proven ability to influence and consult successfully on the subject of IT Operations and / or Digital Transformations. Experience working with service channel organizations and their partners. Strong experience and capability to speak to customer leaders to extract outcome expectations, and to influence their thinking and directions.

Attributes : Highly motivated, driven and passionate about the intersection of technology and business challenges. Dedication and commitment to customer success. A determination to make things better each day. Strong people development, including coaching and mentoring for management, business and technical roles. Ability to learn, understand and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise manner.

Communication : Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills. Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number of ServiceNow departments.

Initiative : Proactive, self-motivated, and self-directed. Ability to drive deliverables and results, which involve people who do not directly report to you. Travel required up to 50%.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.