Full-Time Senior Manager, Expert Services

Delivery Oversight:Provide daily guidance to Customer Outcomes engagement management staff for timely, high-quality implementation project delivery. Be the focal point for delivery questions or concerns from internal stakeholders or customers. This may include customer governance calls, internal project reviews, and escalations. Ensure adherence to the Global Services Delivery Framework and operational excellence through rigorous attention to detail on project execution, including planning and revenue forecasting. Clearly communicate issues affecting scope, budget, or timeliness of delivery of a world-class customer experience to management. Collaborate with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams to achieve outstanding customer delivery. Collaborate with account teams and Partners to achieve outstanding customer delivery. Resolve delivery challenges quickly and effectively to minimize impact on budget and timelines while maintaining high customer satisfaction levels. Manage revenue, cost, and margin for regional delivery implementations.

People Management: Serve as a mentor to team members. Provide direction and leadership for new hires, ensuring adherence to the enablement plan and new hire ramp times. Determine training and development requirements for the team and produce team and individual training plans. Adapt these plans as needed to meet organizational needs. Conduct performance reviews of team members using KPI results and other factors. Work with the Geography's Customer Outcomes Delivery Leader to continuously improve the skills and quality of individuals in the organization. Work closely with Resource Managers and Global Delivery technology practices to support project staffing with the right resources, skills, and timing. Provide feedback to Global Delivery on resource, process, and technical continuous improvement. Manage team members to achieve utilization targets on a quarterly basis.

Success Requirements: Experience leveraging or critically thinking about integrating 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. 5+ years of leadership experience in a professional services organization with prior experience in roles such as PMO Leader, Program/Project Management, Product Management, Services or Solution Sales, Implementation, or Process Engineering. 10+ years of consulting experience for complex, global organizations. Experience leading and mentoring a team of 20+ employees. Experience designing and developing service capabilities, and developing and running service portfolios. Proven ability to influence and consult successfully on the subject of IT Operations and/or Digital Transformations. Experience working with service channel organizations and their partners. Strong experience speaking to customer leaders (including CXO roles) to understand and influence their outcome expectations and directions.

Additional Qualifications: Highly motivated, driven, passionate about technology and business challenges, dedicated to customer success, committed to improvement each day. Strong people development skills, including coaching and mentoring for management, business, and technical roles. Ability to learn, understand, and maintain knowledge of complex technical solutions and present these concepts comprehensively and concisely. Ability to interface and develop relationships with ServiceNow departments (Product Management, Product Development, Product Marketing, Training, Sales, Presales, and Enablement). Excellent oral, listening, and written communication skills, including presentation, facilitation, and public speaking. Ability to interact with and influence employees at all levels, including senior management. Initiative – proactive, self-motivated, and self-directed. Ability to drive deliverables and results involving individuals not directly reporting to you. Travel required up to 50%.

What is the last date for applying to the job?

Which countries are accepted for this remote job?