Full-Time Senior Practice Manager - Expert Services
ServiceNow is hiring a remote Full-Time Senior Practice Manager - Expert Services. The career level for this job opening is Manager and is accepting West Palm Beach, FL based applicants remotely. Read complete job description before applying.
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Team Overview: The Customer Outcomes team at ServiceNow helps customers achieve their business goals by providing prescriptive guidance. As part of this team, you will drive consumption, adoption, and customer satisfaction, helping customers realize the value of their ServiceNow investment.
Role Overview: As a Senior Practice Manager - Expert Services, you will build and lead a team of Business and Technical Consultants responsible for delivering high-quality work related to Customer Service. This includes consultation, advisory, implementation, and configuration work for ServiceNow Customer Service products.
Key Responsibilities:
- Provide technical leadership to Consultants, Customers, and Partners.
- Hire, enable, develop, and manage high-performing experts.
- Support Sales Teams in sales pursuits.
- Partner with internal teams for enablement, training, and best practices.
- Serve as a Steering Committee member on engagement projects.
- Manage and prioritize multiple complex initiatives.
- Promote continuous improvement.
Key Performance Measurements:
- Professional services business metrics.
- Productivity and utilization of self and team.
- Customer satisfaction.
- Implementation expertise.
- Product consumption and adoption.
- Talent recruitment and development.
To be successful:
- Experience leveraging or critically thinking about how to integrate AI into work processes.
- 5+ years of leadership experience in a professional services organization.
- 5+ years of consulting experience for complex, global organizations.
- Experience in Resource Management and Engagement Scheduling.
- Proven ability to influence and consult on Customer Service.
- Experience speaking to customer leaders.
- Significant experience defining and deploying future-state digital transformations.
- Experience with leading Customer Service and/or FSM systems (Salesforce, Remedy, ServiceMax, ServiceNow, etc.).
- Outstanding communication and presentation skills.
- Dedication to customer success.
- Ability to interact with and influence a wide range of employees.
- Strong interpersonal skills and customer-centric attitude.
- Experience leading and mentoring a team.
- Experience with people development (coaching, mentoring).
- Strong organizational and time management skills.
- Experience monitoring and summarizing business and financial metrics.
- Proactive attitude, critical thinking, problem-solving.
- Industry certifications (ServiceNow CIS-CSM, Salesforce Service Cloud).
Work Personas: We approach our distributed world of work with flexibility and trust. Work personas are assigned to ServiceNow employees based on their work nature.