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. This could include customer governance calls, internal project reviews, and escalations.
• Ensure adherence to the Global Services Delivery Framework and operational excellence through high rigor and attention to detail on project execution, including planning and revenue forecasting.
• 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 to achieve outstanding customer delivery.
• Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery.
• High ability to resolve delivery challenges quickly and effectively in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels.
• Management of 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 as necessary to meet the changing needs of the organization.
• Conduct performance reviews of team using KPI results and other factors.
• 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 the staffing of projects with the right resources, with the right skills, at the right time.
• Provide a feedback loop into Global Delivery for resource, process, and technical continuous improvement.
• Manage team members to achieve utilization targets on a quarterly basis.

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.
• 5+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles: PMO Leader, Program/Project Management, Product Management, Services or Solution Sales, Implementation, Process Engineering.
• 10+ years of consulting experience for complex, global organizations.
• Experience in 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 the subject of IT Operations and/or Digital Transformations.
• Experience working with service channel organizations and their partners.
• Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions.
• Highly motivated, driven, and passionate about the intersection of technology and business challenges.
• Dedication and commitment to customer success.
• A determination to make things better each day.
• Strong people development, including coaching and mentoring for management, business, and technical roles.
• Ability to learn, understand, and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise manner.
• Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales, and Enablement teams.
• Excellent oral, listening, and written communication skills, including presentation, facilitation, and public speaking skills.
• Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number of ServiceNow departments.
• Initiative - Proactive, self-motivated, and self-directed.
• Ability to drive deliverables and results, which involve people who do not directly report to you.
• Travel required up to 50%.

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