Full-Time Senior Manager, Expert Services

What you get to do in this role:

Delivery Oversight:

• Provide daily guidance to Customer Outcomes engagement management staff for timely, high-quality implementation project delivery.
• Be the central point of contact 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 through meticulous project execution (planning and revenue forecasting).
• Clearly communicate issues impacting scope, budget, or timeliness of world-class customer experience delivery to management.
• 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 maintain high customer satisfaction.
• 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 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 enhance team skills and quality.
• 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 for resource, process, and technical continuous improvement.
• Manage team members to achieve utilization targets quarterly.

To be successful in this role you have:

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's impact).
• Canadian citizenship or permanent residency and reside in Canada.
• Federal government clearance (preferred).
• 5+ years of leadership experience in a professional services organization with prior background in PMO Leader, Program/Project Management, Product Management, Services or Solution Sales, Implementation, 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/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 speaking to customer leaders (including CXO roles) to extract outcome expectations, influence their thinking and direction.
• Highly motivated, driven, passionate about the intersection of technology and business challenges, dedicated and committed to customer success, a determination to make things better each day.
• Strong people development skills (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 teams).
• Excellent oral, listening, and written communication skills (presentation, facilitation, and public speaking).
• Ability to interact with and influence a wide range of employees (senior management to entry-level) across multiple ServiceNow departments.
• Initiative – proactive, self-motivated, and self-directed.
• Ability to drive deliverables and results involving people outside direct reporting.
• Up to 50% travel required.

What is the last date for applying to the job?

Which countries are accepted for this remote job?