Senior Manager, Expert Services

<p><strong>What you get to do in this role:</strong></p><ul><li>Manage a team of Expert Services Managers, responsible for 4-8 Technical &amp; Business Process Consultants each</li><li>Develop strong executive relationships with Enterprise Architect, C-Level Executives and business leaders</li><li>Understand business objectives and outcomes to support the Success Architect in developing a customer roadmap</li><li>Enterprise Architecture</li><li>Responsible for analyzing and translating business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives</li><li>Engages with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with the core systems</li><li>Assist Customer Outcomes sales with Staffing and Scoping Projects</li><li>Advocate/champion ServiceNow’s advisory and expert services best practices and industry use cases with clients</li><li>Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support</li><li>Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes</li><li>Guide a customer down a prescriptive solution design and manage through the technical implementation decision points</li><li>Define solutions across the platform that align to out of the box capabilities</li><li>Support the sales effort scoping and estimation that refine the customer vision and capabilities into activities and estimates</li><li>Deliver high customer sat metrics for assigned accounts</li><li>Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring</li><li>Responsible for the successful achievement of the Platform Architect KPIs, Quality Assurance of the customer engagements for your direct reports</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.&#xa0;</li><li>Experience&#xa0;in professional services&#xa0;leadership role at a technology vendor (Digital/SaaS/Enterprise Software) or equivalent&#xa0;top-tier consulting company focussed on digital transformation enablement</li><li>Proven track record of success at F50-500 accounts</li><li>Understanding of issues and imperatives driving digital transformation across industry</li><li>Depth in digital transformation design, implementation, and management</li><li>Deep expertise in one industry, “minors” in one or two additional industries</li><li>Middle and back office functional experience</li><li>Transformation experience</li><li>Ability to nurture&#xa0;executive relationships with CIO, CFO, CHRO and business line leaders</li><li>Experience identifying business objectives and solving business challenges</li><li>Experience serving as part of a key client account leadership team</li><li>Successful experience integrating with other account functions in developing and implementing account strategies and Customer Outcomes plans</li><li>Experience owning outcomes/accountability to a CxO position</li><li>Co-Delivery experience with Big 4, large SIs</li><li>Knowledge of ServiceNow - ideally knowledgeable and experienced in multiple ServiceNow product suites</li><li>Successful track record of managing high performing teams</li><li>Player Coach / Mentality</li><li>Demonstrated success managing teams to KPIs across a portfolio of customer engagements</li></ul><p>&#xa0;</p><p><em>Not sure if you meet every qualification? We still encourage you to apply! We v ... (truncated, view full listing at source)