Senior Manager, Expert Services Management - CRM & Industry Workflows

We seek a Senior Manager for our growing Expert Services organization in EMEA Central, focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely, high quality delivery work for ServiceNow customers. This work can consist of consultation, advisory guidance, and implementation work relating to the ServiceNow CRM & Industry Workflows (Customer Service Management, Field Service Management, Sales Order Management, Telco Service Management) products and processes.  What you get to do in this role:  Provides business and/or technical leadership with our Consultants, Customers, and Partners.  Leading and growing a team of experts who consult, implement, and configure the ServiceNow Technology Workflows products for our customers and with our partner ecosystem.  Support services sales teams in sales pursuits, to ensure the accurate solution and scope are being proposed  Partner with internal teams to support training, enablement, product management, and best practices organizations.  Promote continuous improvement practices for delivery/engagement materials  Manage and prioritize multiple and complex initiatives successfully  Key Performance Measurements may include but are not limited to:  Talent recruitment and development  Drive productivity and utilization of your own work and your teams  Help to maintain and improve customer satisfaction (CSAT) scores  Drive ServiceNow product consumption and/or adoption  Partially customer-facing role with some travel within EMEA  To be successful in this role, the ideal candidate should have:  Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.  Experience in managing or leading professional services teams (team/project management or comparable)  Significant consulting experience for complex, global organizations  Technical delivery and architectural experience with ServiceNow Tx workflows Familiarity with resource management  Excellent interpersonal skills, customer-centric attitude and experience working with diverse team  Strong organizational and time management skills.  Experience monitoring and summarizing business and financial metrics  Proactive attitude, critical thinking, problem solving, escalation, and conflict resolution  Excellent communication and presentation skills  A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction  Experience in leading and mentoring a team of eight or more employees  Experience with people development, including coaching and mentoring for business and technical roles.  Fluency in English ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law. At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office. If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com  for assistance. For positions requiring access to technical data subject to export control regulations, i ... (truncated, view full listing at source)