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 point of contact for delivery questions/concerns from internal stakeholders or customers (e.g., customer governance calls, internal project reviews, and escalations).
• Ensure adherence to the Global Services Delivery Framework and operational excellence through rigorous project execution (planning and revenue forecasting).
• Communicate issues affecting project scope, budget, or timelines to management to ensure a world-class customer experience.
• Collaborate with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams for outstanding customer delivery.
• Collaborate and build relationships with account teams and partners for outstanding customer delivery.
• Resolve delivery challenges quickly and effectively to minimize impact on budget, timelines, and customer satisfaction.
• Manage revenue, cost, and margin for regional delivery implementations.

People Management:

• Mentor team members.
• Provide direction and leadership to new hires, ensuring adherence to the enablement plan and new hire ramp times.
• Determine training and development requirements, and create team and individual training plans (adapting as needed).
• Conduct performance reviews using KPI results and other factors.
• Collaborate with the Geography's Customer Outcomes Delivery Leader to improve skills and quality.
• Work with Resource Managers and Global Delivery technology practices to support project staffing with the right resources, skills, and timing.
• Provide feedback into Global Delivery for resource, process, and technical continuous improvement.
• Manage team members to achieve quarterly utilization targets.

To be Successful:

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving.
• 5+ years of leadership experience in a professional services organization with prior experience in roles like PMO Leader, Program/Project Management, Product Management, Services/Solution Sales, Implementation, or Process Engineering.
• 10+ years of consulting experience in complex, global organizations.
• Experience leading and mentoring a team of 20+ employees.
• Experience designing and developing service capabilities and service portfolios.
• Proven ability to influence and consult successfully on 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 outcome expectations and influence their thinking.
• Highly motivated, driven, and passionate about the intersection of technology and business challenges.
• Dedication and commitment to customer success.
• 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 them comprehensively and concisely.
• Ability to interface and build relationships with other ServiceNow departments (Product Management, Product Development, Product Marketing, Training, Sales, Presales, and Enablement).
• Excellent communication skills (oral, listening, written, presentation, facilitation, and public speaking).
• Ability to influence and interact with a wide range of employees (senior management and entry-level).
• Proactive, self-motivated, and self-directed.
• Ability to drive deliverables and results involving individuals who do not directly report to you.
• Up to 50% travel required.

What is the last date for applying to the job?

Which countries are accepted for this remote job?