Senior Manager, Expert Services

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.

The Customer Excellence Group (CEG) - Expert Services team is ServiceNow’s internal professional services organisation. The CEG team at ServiceNow works with customers to help them achieve their business outcomes by providing proven practice guidance and technical expertise.  As part of the CEG Expert Services Delivery team, 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, while making ServiceNow the best buying decision they’ve ever made. This team of consultants would specialise in ServiceNow platform, Tech/Core Business/SecOps/IRM workflows and Now Assist product areas.

What You Get to Do in This Role

• Develop and lead a team of ServiceNow platform and Tech/Core Business/SecOps/IRM specialised consultants, fostering values led culture with strong team engagements enablement, and on-going professional development.
• Champion customer transformation, ensuring ServiceNow solutions align with business goals and drive measurable outcomes.
• Provide strategic and technical leadership to customers, partners, and internal teams, and serve as the focal point for delivery matters and escalations.
• Contribute to billable work (20% utilisation target), with active solution governance and hands-on guidance in complex projects.
• Drive a culture of collaboration, knowledge sharing, and continuous learning across the team and wider organisation.
• Support business development and go-to-market efforts, including pre-sales, scoping, presentations and proposal development, while aligning delivery capability with wider organisational goals.
• Shape service offerings and best practice implementation methodology in partnership with Product, Sales and Enablement team.
• Coach and mentor the team with clear guidance for new hires, structured training plans and regular performance reviews for the team
• Resolve on delivery challenges encountered to protect timeline, budget and ensure customer satisfaction

Key Performance Measurements

• Contribution to professional services business outcomes (bookings, revenue, margin).
• 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

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.
• Experience working with customers in ServiceNow platform, various workflows (e.g. Tech/Core Business/SecOps/IRM) and NowAssist.
• 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.

Technical Expertise

• Experience in SaaS platforms, enterprise architecture, or digital transformation.
• Technical delivery experience with ServiceNow, atleast in Tech workflow, ideally in multiple workflows (eg. Tech/Core Business/SecOps/IRM), NowAssist or other platform related offerings.
• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem and experience across industry verticals.
• Preferably ServiceNow certified or accredited on various workflows, Data Foundation and Now Assist areas. CTA/CMA are highly desired.
• Any additional ServiceNow platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, etc.).

Other Qualities That Will Help You Succeed

• Comfort navigating ambiguity with the agility to adapt to rapid change driven by growth
• Initiative & Drive : Proactive, self-motivated, and self-directed.
• A transformation mindset, focused on delivering long-term business impact.
• Clear and effective communication skills, with the ability to simplify complex concepts.
• Influential presentation and facilitation ability across varied audience groups (e.g. Business, Technical, Execs).
• Passion for driving innovation and continuous improvement.
• Ability to foster collaboration and cohesion within a diverse team.
• Customer-centric approach and custom-first mindset.

Additional Information

• Travel requirements will vary based on business needs.

JV20

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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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