Senior Manager, Expert Services (CRM and Industry Workflows)

Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Job Description
The CEG Expert Services team at ServiceNow works with our customers and partners to help them achieve their business outcomes by providing prescriptive guidance. You will manage a team of consultants who will be focused on driving adoption, customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform, specifically the Customer Workflow portfolio of solutions, which includes Customer Service Management, Field Service Management, Sales and Order Management, and Industry Workflows.
This position will manage a team of consultants across APAC, and reports to the APAC ES CRM & Industries leader.
What You Get to Do in This Role

• Develop and lead a team of CRM&I-focused consultants, fostering growth, enablement, and professional development.
• Champion customer transformation, designing and architecting ServiceNow and CRM&I solutions that align with business needs and industry best practices to drive measurable outcomes.
• Provide strategic and technical leadership to customers, partners, and internal teams, driving the adoption of best practices in ServiceNow architecture and development, focusing on scalability, performance, and maintainability.
• Contribute to billable work (20% utilisation target), ensuring hands-on engagement in complex projects.
• Drive a culture of collaboration, knowledge sharing, and continuous learning within the team.
• Support business development and go-to-market efforts, including pre-sales, scoping, and proposal development.
• Partner with internal teams-Product, Sales, Enablement-to align delivery capability and methodology with broader ServiceNow objectives developing and refining service offerings and best practices and feedback on go-to-market activities and product implementations.

Key Performance Measurements

• Contribution to professional services business outcomes (revenue, etc.).
• Team productivity and billable utilisation.
• Customer satisfaction scores and project business impact.
• Product consumption and/or adoption
• Talent development and team growth.
• Readiness and capability building within the team.
• Driving innovation and adoption in ServiceNow deployments.

Qualifications
To be successful in this role you have:
Leadership & People Development

• Proven leadership experience in a professional services environment.
• Ability to inspire, mentor, and develop diverse teams in technical and business domains.
• Experience managing teams or leading large-scale customer engagements.
• Strong relationship-building skills with internal teams, partners, and customers.
• Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives.

Consulting & Delivery Experience

• 10+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions.
• Industry domain expertise and experience working with customers in 1 or more of the following industry verticals - Telecommunications, Banking/Financial Services, Healthcare, Government.
• Strong problem-solving mindset, focused on transformation and measurable business value.
• Experience with Now Create, Agile frameworks, or similar methodologies.
• Comfort engaging with executive and senior stakeholders, with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation, while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.

Technical Expertise

• Experience in SaaS platforms, enterprise architecture, or digital transformation.
• Technical delivery experience with ServiceNow, ideally in CRM & Industry workflows, or other CRM&I related offerings.
• Certifications in Salesforce (e.g., Service Cloud Consultant, Architect) and/or ServiceNow (e.g., Certified System Administrator, Certified Application Developer) are preferred.
• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications, Financial Services, HealthCare and Life Sciences for CRM & Industry Workflows and continuous learning in the ServiceNow ecosystem and Industry verticals.
• Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals, Core Case Management Systems, Transactional Based Systems, Document Management Platforms, Data Warehouses, etc.
• Strong understanding of industry specific systems architecture, security, use cases, workflows, personas, industry standards, compliance and regulatory requirements (Ex. HIPPA, PHI, PII, KYC, AML, PCI DSS, Reg E, Reg Z, etc.) typically found in the ndustry ecosystems.
• 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 on the function or industry.

Other Qualities That Will Help You Succeed

• A transformation mindset, focused on delivering long-term business impact.
• Strong communication skills, with the ability to simplify complex concepts.
• Passion for driving innovation and continuous improvement.
• Ability to foster collaboration within a diverse team.

Additional Information

• Travel requirements will vary based on business needs.

JV20
Additional Information
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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 [email protected] 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.
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