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

What you get to do in this role:

Sr. Mgr, Product Success - ITAM

Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Role

ServiceNow’s IT Asset Management (ITAM) products help our customers achieve an effective license position for decision-making across their portfolio of software assets, automate asset life cycle, audit mobile asset inventory, accelerate cloud strategy, and reduce costs. We give executives and IT asset managers the power to get answers, make decisions, act, and help – anytime, anywhere. ITAM consists of five product lines – Software Asset Management, SaaS License Management, Spend Detection, Hardware Asset Management, and Cloud Insights.

This is a unique opportunity to lead a growing team responsible for the execution of product adoption and growth success motions within one of the fastest growing product lines at one of the largest and fastest growing enterprise SaaS companies in the world.

As a leader within the ITAM Product Success team, you will lead a team responsible for engaging with our customer base around various initiatives including customer health concerns, renewal support, large implementations, and strategic customer relationships. To achieve excellent business outcomes, this team must be at the forefront of product leading practices, collaborating across ServiceNow, to both receive the latest standards, but also to feedback and support their continuous improvement. Your team will work directly with customers to enhance their overall experience with our products and ensure they remain successful, happy customers that want to share their story with others. You will work across various cross-functional teams to deliver scalable outcomes across all stakeholder groups.

What you get to do in this role:

• Lead a team responsible for accelerating the customer’s adoption journey of ServiceNow ITAM products
• Build a world class team that can not only deliver, but also partner with sales teams to help articulate the value proposition of our products
• Drive best in class execution, utilization management, measurable KPIs and SLAs determining success
• Develop deep relationships with cross-functional teams within sales, professional services, partners, engineering, support, and product
• Focus on continuous improvement of the team’s operating model and programs to support the growth of the organization
• Develop and monitor key success metrics of the team
• Build long-term relationships with customers and key stakeholders

Qualifications

To be successful in this role you have:

•  5+ years of leadership experience, preferably in a technical or professional services organization (team management, project management or comparable)
• 10+ years of consulting experience for complex, global organizations
•  Demonstrated strong business ownership, embraced accountability and proven to be a hands-on, people-centric leader
• A growth mindset, and be driven to constantly find and execute learnings to improve the execution and organization for the benefit of our customers and talent
•  Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills
•  Strong technical understanding with experience in SaaS products, preferably with the ServiceNow platform
•  Global thinker/background
• A history of leading and mentoring a team of employees
•  Expert problem-solving skills and enjoys untangling complex problems
•  Knowledge and experience in the ITAM domain preferred
•  Understanding of software licensing for major publishers, e.g., Microsoft, Oracle, Adobe, Citrix, IBM, VMWare, etc.
•  Passion for customer success and delivering the best value to our customers and business
• Strives in fast-paced environments

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 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.