Director, Expert Services Mgmt

<p><strong>What you get to do in this role:</strong></p><ul><li>You will report to the Expert Services Leader EMEA. You and your team will actively work with customers and alongside partners to provide ServiceNow Platform leading practice guidance. To achieve excellent business outcomes underpinned by a technically healthy platform this team must be at the forefront of these leading practices, collaborating across ServiceNow, to both receive the latest standards, but also to feedback and support their continuous improvement.</li><li>You are accountable for partnering with ServiceNow account teams and across Customer Outcomes to allocate the right consultant at the right time in the right place. Driving best in class execution, utilization management, measurable KPIs and SLAs determining success, building a world class team that can not only deliver, but in many cases partner with sales teams to help articulate the value proposition of Platform Architecture services.</li><li>Additionally, you must have the ability to continuously learn and improve from our customers, your team and from our Product Development and Sales Teams.&#xa0; This feedback loop is critical to constant innovation, improvement and growth of the overall Platform Architecture capability in the GEO, both directly as well as through Customer Outcomes Excellence and Product Development.</li><li>Delivery success criteria such as time to value, accuracy, health scan and NPS</li><li>Talent and roles’ rotation to Customer Outcomes strategy</li><li>Productivity / Utilization</li><li>Subject Matter Expertise</li><li>Technical Consultative Skills</li><li>Cost to serve/margin</li><li>Employee Voice Survey</li><li>Training Hours</li><li>Talent development and recruitment</li></ul> <p><strong>To be successful in this role you have:</strong></p><ul><li>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.</li><li>Matrix management leadership experience</li><li>Experience in running Professional Services Organizations both internally and in the field.</li><li>Strong understanding and experience of the Services Integration (SIs) operating model, having worked with or for large SIs.</li><li>To demonstrate strong business ownership, embrace accountability and be a hands-on, people-centric leader</li><li>To have a growth mindset, and be driven to constantly find and execute learnings to improve the execution and organization for the benefit of our customers and talent</li><li>A proven track record in successfully navigating customers through complex situations</li><li>To be proactive, critical thinking, problem solving, manage escalation, ensure conflict resolution, a thought leader at executive level</li><li>Global thinker/background</li><li>Servant leader</li><li>Accountable and inclusive Change Agent with confidence and credibility</li><li>Familiarity with ServiceNow’s offerings</li><li>Enterprise Architect certification (Togaf, IT4IT, etc)</li><li>Excellent communication skills – both verbal and written skill</li><li>Customer facing presence with business outcome orientation in Service Delivery</li><li>Technical consultative skills</li><li>Experience managing consultant utilization and Service Demand forecasting</li><li>Experience creating and managing metrics and Key Performance Indicators</li><li>Experience with personnel management and staff development on an EMEA Level</li><li>Software implementation and Business Process background</li><li>Service Offering Portfolio Creation and Innovation</li><li>Best Practice desire and re-invention capability</li><li>Enterprise approach with a global reach</li></ul><p>&#xa0;</p> <p><strong>Work Personas</strong></p><p>We approach our distributed world of work with flexibility and trust. Work personas ... (truncated, view full listing at source)