Full-Time Sr. Manager, Expert Services

The Senior Manager, Expert Services is responsible for delivery execution and people management of the ServiceNow Customer Engagement team.

Accountable for adherence to the Global Services Delivery Framework, regional revenue attainment, KPI analysis and new hire on-boarding.

Job Responsibilities:

• Delivery Oversight: Provide guidance to engagement management staff, ensure adherence to the Global Services Delivery Framework.
• Focal point for delivery questions, customer governance calls, internal project reviews and escalations.
• Communicate issues that may affect scope, budget or timeliness.
• Collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams.
• Resolve delivery challenges quickly and effectively.
• 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.
• Determine training and development requirements.
• Conduct performance reviews using KPI results.
• Work with the Geography’s Customer Outcomes Delivery Leader to improve skills.
• Work closely with Resource Managers to support the staffing of projects.
• Provide a feedback loop into Global Delivery for continuous improvement.
• Manage team members to achieve utilization targets.

Role Specific KPIs:

• Financial: Revenue, Cost and Margin
• People: Billable and Productive utilization
• Customer: Customer Satisfaction scores for region
• Other Functional Measurements: Personal growth and development of staff, Employee Voice Survey results, Delivery Backlog Management

Required Competencies:

• Business Opportunity Identification, Analysis and Development
• Consultative Perspective
• Directs Work
• Ensures Accountability
• Interpersonal Savvy
• Manages Change, Complexity, and Conflict
• Optimizes Work Processes
• Plans and Aligns
• Project Management / Leadership
• Persuades
• Staffing, Capacity Planning, Market Support and Operations
• Strategic Mindset and Planning
• Analysis and Synthesizing and Simplifying

Travel required up to 50%.

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