Director, Expert Services

Summary

Join ServiceNow as a Director, Expert Services and lead a team of consultants, providing strategic direction and hands-on guidance to address complex customer challenges. Mentor technical consultants, fostering growth and professional development. Champion customer transformation, ensuring solutions align with business goals. Provide strategic and technical leadership to customers, partners, and internal teams. Drive a culture of collaboration and continuous learning. Support business development efforts and partner with internal teams to align delivery capability with ServiceNow objectives.

Requirements

• 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
• Technical experience in SaaS platforms, enterprise architecture, or digital transformation
• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem
• 5+ years leadership experience in a professional services environment
• Ability to inspire, mentor, and develop diverse teams in technical and business domains
• Experience managing teams and leading large-scale customer engagements
• Strong relationship-building skills with internal teams, partners, and customers
• Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives
• 15+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions
• Strong problem-solving mindset, focused on transformation and measurable business value
• Experience with Now Create, Agile frameworks, or similar methodologies
• Comfort engaging with executive and senior stakeholders, with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation

Responsibilities

• Develop and lead a team of consultants, fostering growth, enablement, and professional development
• Mentor technical consultants by contributing expertise to guide delivery efforts and support the resolution of complex escalations
• Mentor technical consultants to promote accountability, innovation, and operational excellence while addressing team and customer challenges
• Champion customer transformation, ensuring solutions align with business goals and drive measurable outcomes
• Provide strategic and technical leadership to customers, partners, and internal teams
• Drive a culture of collaboration, knowledge sharing, and continuous learning within the team, including the development and refinement of service offerings and best practices
• Support teams in optimizing delivery operations by ensuring resources, processes, and solutions are effectively aligned with customer goals
• Support business development efforts, including pre-sales, scoping, and proposal development
• Partner with internal teams—Product, Sales, Enablement—to align delivery capability and methodology with broader ServiceNow objectives

Preferred Qualifications

• Familiarity with ServiceNow or similar enterprise platforms is preferred
• A transformation mindset, focused on delivering long-term business impact
• Strong communication skills, with the ability to simplify complex concepts
• Passion for driving innovation and continuous improvement. A determination to make things better each day
• Ability to foster collaboration within a diverse team

Benefits

• Health and wellness programs
• Remote work flexibility
• Employee resource groups
• Professional development
• Mentorship
• Career growth opportunities