Full-Time Senior Manager, Expert Services

Delivery Oversight:

• Provide guidance to Customer Outcomes engagement management staff.
• Be the focal point for delivery questions from stakeholders or customers.
• Ensure adherence to the Global Services Delivery Framework.
• Communicate issues affecting scope, budget, or timeliness.
• Collaborate with Services Sales, Customer Success, and other teams.
• Resolve delivery challenges quickly to minimize impact.
• 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.
• Conduct performance reviews using KPI results.
• Improve the skills and quality of the individuals.
• Support the staffing of projects with the right resources.
• Manage team members to achieve utilization targets.

To be successful:

• Experience in leveraging or critically thinking about how to integrate AI
• 5+ years of leadership in a professional services organization.
• 10+ years of consulting experience for global organizations.
• Experience leading and mentoring a team of twenty or more employees.
• Experience designing and developing service capabilities.
• Proven ability to influence and consult on IT Operations and Digital Transformations.
• Strong experience to speak to customer leaders to extract outcome expectations.
• Motivated, driven, and passionate about technology and business challenges.
• Commitment to customer success.
• Strong people development, including coaching and mentoring.
• Ability to learn and maintain knowledge of complex technical solutions.
• Ability to interface and develop relationships with ServiceNow departments.
• Excellent oral, listening, and written communication skills.
• Initiative - Proactive, self-motivated, and self-directed.

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