Senior Manager, Expert Services Management

Role Description

What you get to do in this role:

• Delivery Oversight:
  • Provide day-to-day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects.
  • Be the focal point for delivery questions or concerns from internal stakeholders or customers, including customer governance calls, internal project reviews, and escalations.
  • Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution, including planning and revenue forecasting.
  • Clearly communicate to management issues that may affect scope, budget, or timeliness of delivery of a world-class customer experience.
  • Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams to achieve outstanding customer delivery.
  • Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery.
  • High ability to resolve delivery challenges quickly and effectively to minimize impact on budget and timelines while maintaining high customer satisfaction levels.
  • 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, ensuring adherence to the enablement plan and new hire ramp times.
  • Determine training and development requirements for team and produce team and individual training plans, adapting these as necessary to meet the changing needs of the organization.
  • Conduct performance reviews of team using KPI results and other factors.
  • Work with the Geography’s Customer Outcomes Delivery Leader to continuously improve the skills and quality of the individuals in the organization.
  • Work closely with Resource Managers and Global Delivery technology practices to support the staffing of projects with the right resources, with the right skills, at the right time.
  • Provide a feedback loop into Global Delivery for resource, process, and technical continuous improvement.
  • Manage team members to achieve utilization targets on a quarterly basis.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 5+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required):
  • PMO Leader, Program/Project Management
  • Product Management
  • Services or Solution Sales
  • Implementation
  • Process Engineering
• 10+ years of consulting experience for complex, global organizations.
• Experience in leading and mentoring a team of twenty or more employees.
• Experience designing and developing service capabilities and developing and running service portfolios.
• Proven ability to influence and consult successfully on the subject of IT Operations and/or Digital Transformations.
• Experience working with service channel organizations and their partners.
• Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations and to influence their thinking and directions.
• Highly motivated, driven, and passionate about the intersection of technology and business challenges.
• Dedication and commitment to customer success.
• A determination to make things better each day.
• Strong people development, including coaching and mentoring for management, business, and technical roles.
• Ability to learn, understand, and maintain knowledge of complex technical solutions and present these concepts in a comprehensive and concise manner.
• Ability to interface and develop relationships with other ServiceNow departments, particularly Product Management, Product Development, Product Marketing, Training, Sales, Presales, and Enablement teams.
• Excellent oral, listening, and written communication skills, including presentation, facilitation, and public speaking skills.
• Ability to interact with and influence a wide range of employees, including senior management and entry-level personnel across a wide number of ServiceNow departments.
• Initiative - Proactive, self-motivated, and self-directed.
• Ability to drive deliverables and results, which involve people who do not directly report to you.
• Travel required up to 50%.

Benefits