Senior Manager, Expert Services

Company Description
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.
Job Description
The 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.
The Team
The Expert Services team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Expert Services team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.
The Role
A Manager in the Platform Services Workflow is a position in our professional services (Customer Excellence Group) organization focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely, high-quality delivery work for ServiceNow customers. This team has direct billable roles in ServiceNow-led customer engagements, as well as advisory or leadership roles in a co-delivery model with our partner ecosystem. Regardless of the delivery model, the objective of the team is to drive best practice and platform operating efficiency into our customers' environments to ensure scalability and maintainability.
What you get to do in this role:

• Develop and execute the Americas Automation Engine and Platform business plan within Platform Services Workflows, including strategy for growth and market penetration, competitiveness, and differentiation.
• Support service and product selling motions in the form of accurate delivery scoping and delivery strategy
• Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and ServiceNow-led implementation work.
• Provide business and technical leadership with our Consultants, Customers, and Partners - often in a billable capacity within an engagement.
• Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing experts who consult, implement, and configure the ServiceNow Platform Services Workflows and Platform products for our customers and with our Partner Ecosystem.
• Partner with internal teams to support training, enablement, product management, and best practices organizations.
• Promote and drive continuous improvement practices for delivery/engagement materials
• Maintain and strengthen cross-functional relationships with product teams
• Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption

Qualifications
To be successful in this role you have:

• 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.
• 2+ years of leadership experience in a professional services organization in one (or more) of the following roles (required)
  • Practice Management
  • Program/Project Management
  • Implementation
  • Process Engineering
  • Product Management
• 5+ years of consulting experience for complex, global organizations, preferably in a platform architecture capacity
• Services Sales
• Experience managing professional services forecasting, resourcing, and capacity
• Experience working within Agile or Scaled Agile frameworks
• Industry certifications that may include:
  • Certified ServiceNow Administrator (CSA)
  • ServiceNow Certified Application Developer and any additional platform-based certifications are a benefit (Flow designer, Service Portal, Now Intelligence products, etc.)
  • ITIL v3 Foundation and/or Advanced ITIL Certifications
  • PMP, Agile, and/or Scaled Agile
• Experience in technical consultative pre-sales environments, scoping and solutioning services engagements and crafting statements of work
• Experience designing and developing services capabilities.
• Experience designing, developing, and running service portfolios.
• Understanding and basic use of development tools and/or software, such as:
  • ServiceNow Platform
  • MS Office (Word, PowerPoint, Excel)
  • MS Visio
  • MS Project
  • Adobe Professional
• To be highly motivated, driven and passionate about the intersection of technology and business challenges.
• Technical delivery experience with ServiceNow Platform Services Workflows and Platform products
• Strong interpersonal skills, customer-centric attitude and ability to deal with cultural diversity
• A history of leading, mentoring and developing talent across large teams
• Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.
• Proactive attitude, critical thinking, problem solving, and conflict resolution
• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills
• A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction
• Proven ability to influence and consult successfully on the subject of digital transformation and PaaS based application development
• Experience working with customers across various industry verticals (Healthcare, Energy, etc.)
• Up to 30% travel annually

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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