Senior Manager

Summary

Join ServiceNow as a Delivery Oversight leader, guiding Customer Outcomes engagement management staff to ensure timely and high-quality implementation project delivery. You will serve as the focal point for delivery questions, ensuring adherence to the Global Services Delivery Framework. Strong collaboration with various teams is crucial for outstanding customer delivery, along with managing revenue, cost, and margin for regional implementations. In this leadership role, you will mentor team members, provide direction to new hires, and conduct performance reviews. Continuous improvement of team skills and quality is a key responsibility, working closely with Resource Managers and Global Delivery technology practices. You will also manage team members to achieve utilization targets.

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
• 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 ability to present these concepts in a comprehensive and concise manner
• Ability to interface and develop relationships with other ServiceNow departments, in particular 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%

Responsibilities

• 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. This could include – 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 in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels
• Management of Revenue, Cost and Margin for regional delivery implementations
• 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. Adapt 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