Full-Time Senior Practice Manager - Expert Services

Team Overview: The Customer Outcomes team helps customers achieve their business goals through prescriptive guidance. You'll drive consumption, adoption, and satisfaction, helping customers maximize their ServiceNow investment.

Role Overview: As a Senior Practice Manager, you'll build and lead a team of Business and Technical Consultants delivering high-quality work for ServiceNow Customer Service products.

Key Responsibilities:

• Provide technical leadership to Consultants, Customers, and Partners.
• Hire, develop, and manage high-performing experts for ServiceNow Customer Service Delivery.
• Support Sales Teams in sales pursuits.
• Partner with internal teams for enablement, training, and best practices.
• Serve on Steering Committees for successful customer outcomes.
• Manage and prioritize complex initiatives.
• Promote continuous improvement practices.

Key Performance Measurements:

• Professional services business metrics (budgets, revenue, etc.).
• Productivity and utilization of self and team.
• Customer satisfaction.
• Implementation expertise for ServiceNow solutions.
• Product consumption and adoption.
• Talent recruitment and development.

Required Experience:

• 5+ years leadership in professional services.
• 5+ years consulting experience for complex global organizations.
• Experience in Resource Management and Engagement Scheduling.
• Proven ability to influence customers and drive successful outcomes.
• Experience defining and deploying future-state digital transformations.
• Experience with Customer Service and FSM systems (Salesforce, Remedy, ServiceMax, ServiceNow).
• Strong communication and presentation skills.
• Dedication to customer success.
• Ability to interact with all levels of employees.
• Experience leading and mentoring teams (8+ employees).
• Strong organizational and time management skills.
• Experience with people development, coaching, and mentoring.
• Experience monitoring and summarizing business/financial metrics.
• Proactive, critical thinking, problem-solving, and conflict resolution skills.
• Experience leveraging AI in work processes.

Preferred Qualifications:

• ServiceNow CIS-CSM or Salesforce Service Cloud certifications.

Additional Information:

• Up to 50% travel.
• We value diversity and welcome candidates from all backgrounds.

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