Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
This Orlando, FL based role is focused on supporting our customers with leading-edge technology and services, allowing our customers to take advantage of AI and Machine learning solutions. Initially, this technical team is responsible for managing and maintaining the entire stack of Virtual Agent (VA) solutions and the performance of the virtual agent solutions for our customers. New solutions are to be defined and added to the Delivery Center.
The Senior Technical Manager - Service Delivery Center, is accountable for managing a team of Technical Consultants that delivers specified Services engagements to the Customer (initially VA based solutions). This requires the person to collaborate across business functions, customers, and partners, ensuring proper technical governance is followed to gain stakeholder support for the services offered.
What you get to do:

• Hire, coach, mentor, and lead a team of Senior and Associate level consultants to achieve the ServiceNow business goals and promote a high-performance culture.
• Build and leverage strategic relationships with nearby higher education facilities to source future talent for the Delivery Center.
• For newly onboarded employees, execute in a player/coach style role by reviewing customer-facing deliverables focused on the solution delivery and be responsible for the quality of configured/developed solutions.
• Be responsible for establishing and refining the technical delivery for a growing portfolio of Service offerings as appropriate to ensure a consistent delivery experience.
• Be responsible for the incubation of technical capabilities, consulting skills, and people.
• Execute on the Expert Services succession plan to promote people into the various Customer Outcomes lines of business.
• Holds the team accountable to execute using the required processes and tools to deliver per the Customer's expected outcomes.
• Provides strategic technical thinking, building, and executing a business plan to meet Delivery Center and Expert Services objectives.
• Communicates and acts as the technical escalation point of contact to facilitate collaboration, decision making, internal alignment, and customer buy-in on proposed solutions.
• Responsible for high customer satisfaction as reflected in Customer Survey scores.
• Collaborates with Delivery Center Leadership, Account Teams, Global Resource Management, Customer Outcomes leadership, partners, and customers to understand the Customer and the engagement, including business challenges, key stakeholders, issues, and business value being delivered.
• Lead office hours, formal presentations, webinars, and other learning events tailored to field delivery stakeholders (advisory, delivery, GTM, etc.) to showcase Service offering use cases and reference architectures.
• Promoting continuous improvement practices for service offerings and delivery/engagement materials.
• Up to 10% travel annually, driven by customer needs and internal meetings.

Qualifications

• 5+ years progressive experience as part of a professional services organization; or equivalent education/experience
• 5+ years technical management experience in delivery within a professional services organization; highly desirable in cloud-based solutions using agile deployment methodology
• Creative, entrepreneurial spirit with comfort running initiatives and programs independently within a "start-up paced" environment
• Experience working collaboratively and cross-functionally
• Excellent written and verbal communication skills at the Cx level
• Strong interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity
• Keen attention to detail and the ability to multitask in a self-managed environment
• Customer-centric mentality, willing to go the extra mile for the Customer, and will break down all barriers to ensure customer success
• Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information, and designs comprehensive solutions
• A passion for continually leveraging new technologies and functionality, as well as being involved in projects that push the capabilities of existing technologies
• Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
• Prior ServiceNow technical experience with current certifications including:
  • Certified System Administrator
  • Certified Implementation Specialist - ITSM, HR, CSM, or FSM
  • Micro-Certifications - Virtual Agent, Performance Analytics

Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval.
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
Work Personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
l from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .