Full-Time Sr. Technical Manager, Customer Workflow

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

Role Overview: As a Sr. Manager, you will lead a team of Business and Technical Consultants delivering high-quality work for Customer Service. This includes consultation, advisory, implementation, and configuration for ServiceNow Customer Service products.

Key Responsibilities:

• Provide technical leadership to Consultants, Customers, and Partners (often billable).
• Hire, enable, develop, and manage high-performing consultants who implement and configure ServiceNow Customer Service products.
• Support Sales Teams in sales pursuits to ensure customer outcomes.
• Partner with internal teams for enablement (training, product management, best practices).
• Serve as a Steering Committee member for engagement projects.
• Manage and prioritize multiple complex initiatives.
• Promote continuous improvement for delivery and engagement materials.

Key Performance Measurements:

• Professional services metrics (budgets, revenue).
• Productivity and utilization of self and team.
• Customer satisfaction on team engagements.
• Implementation expertise for ServiceNow Customer Workflow Solutions or similar software.
• Product consumption and adoption.
• Talent recruitment and development.

Success Factors:

• Experience leveraging/thinking critically about AI integration in work processes, decision-making, or problem-solving (AI tools, workflows, insights, impact).
• 3+ years leadership in a professional services organization.
• 5+ years consulting experience for complex, global organizations.
• Resource Management and Engagement Scheduling experience.
• Proven ability to influence and consult on Customer Service/FSM.
• Customer leader communication to understand outcome expectations and influence thinking.
• Experience defining and deploying future-state digital transformations for Customer Service/Industry.
• Experience with Customer Service/FSM systems (Salesforce, Remedy, ServiceMax, ServiceNow, etc.).
• Strong communication, presentation, and facilitation skills.
• Dedication to customer success.
• Ability to interact with various employees, including senior management.
• Strong interpersonal skills and customer-centric attitude.
• Leading and mentoring a team of 8+ employees.
• People development experience (coaching, mentoring).
• Strong organizational and time management skills.
• Monitoring and summarizing business/financial metrics.
• Proactive attitude, critical thinking, problem-solving, escalation, and conflict resolution skills.
• ServiceNow CIS-CSM or Salesforce Service Cloud certifications (preferred).

Additional Notes:

We encourage applications even if you don't meet every qualification. We value diverse backgrounds. Work flexibility (remote/office) is available. Equal Opportunity Employer.

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