Full-Time Senior Manager Expert Services

What you get to do in this role:

Delivery Oversight:

• Provide day-to-day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects.
• Be the focal point for delivery questions or concerns from internal stakeholders or customers (customer governance calls, internal project reviews and escalations).
• Ensure adherence to the Global Services Delivery Framework and operational excellence.
• Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience.
• Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams.
• Strong collaboration and relationship building with account teams and Partners.
• High ability to resolve delivery challenges quickly and effectively.
• 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.
• Determine training and development requirements for team and produce training plans.
• Conduct performance reviews of team using KPI results.
• Work with the Geography’s Customer Outcomes Delivery Leader to continuously improve the skills and quality of the individuals in the organization.
• Work closely with Resource Managers and Global Delivery technology practices to support staffing of projects.
• Manage team members to achieve utilization targets.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• 5+ years of leadership experience in a professional services organization.
• 10+ years of consulting experience for complex, global organizations.
• Experience leading and mentoring a team of twenty or more employees.
• Experience designing and developing service capabilities and developing and running 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 and capability to speak to customer leaders.
• Highly motivated, driven and passionate about the intersection of technology and business challenges.
• Dedication and commitment to customer success.
• Strong people development, including coaching and mentoring.
• Ability to learn, understand and maintain knowledge of complex technical solutions.
• Ability to interface and develop relationships with other ServiceNow departments.
• Excellent oral, listening and written communication skills.
• Ability to interact with and influence a wide range of employees.
• Initiative - Proactive, self-motivated, and self-directed.
• Ability to drive deliverables and results.
• Travel required up to 50%.

What is the last date for applying to the job?

Which countries are accepted for this remote job?