Sr. Manager, Strategic Customer Transformation

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
Woe with our most strategic customers to drive time to value from their ServiceNow investments. You will collaborate with key CEG stakeholders on the ground and across the company, to help organize and orchestrate the resources and activities to drive the degree of operational rigor, transformation maturity, and customer intimacy required at these strategic customers. lead and drive multiple Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes. You will help define strategic goals and then be the key point of communication and coordination to ensure we deliverthe delivery team, keeping the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required. The ultimate goal is to drive the successful adoption of the ServiceNow platform to the customer's most critical business goals.
Job Responsibilities

Translate ServiceNow capabilities into clear narratives aligned with the customer's strategic priorities, while defining shared transformation goals and adoption roadmaps that support business expansion and operational objectives.

Lead creation of a unified approach on delivering on the transformation at our most strategic customers - across CEG and other teams (Impact, Expert Services, Now Next AI, Now Next CRM, etc.) to ensure a one ServiceNow operational and organizational interface for delivery and ongoing governance.

Rightsize the delivery approach to balance across adoption, time to value, program risk, and governance.

As needed - Coach and mentor CEG team members to execute effectively across transformation programs at our most strategic customers

Influence, support and provide thought leadership to the customer during times of ambiguity or conflict.

Collaborate with the Account Team, partner and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues and business value being delivered.

Support Business Development efforts for ongoing growth at these strategic accounts.

Qualifications
To be successful in this role you have:

• 12 years progressive experience as part of a professional services organization.
• Hands on experience leading and delivering transformation programs at scale, at G1000 organizations
• Proven ability to orchestrate across multiple transformation workstreams, instill operational rigor in progam delivery and governance, incorporate relevant measures for early risk detection and mitigation.
• Effectively navigate internal and external stakeholders to build coalitions around transformation programs
• Adept at executive story telling and messaging, aligning strategic business outcomes with technical milestones
• 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.
• Ability to travel up to 50%.
• Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a 'start-up paced' environment.
• Demonstrated success driving complex issues through analysis and resolution. .
• ServiceNow certification in aligned workflow.
• Expert in integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms like ServiceNow.
• Skilled in ethical AI use, technical translation, and stakeholder engagement across both technical and executive audiences.

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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