Senior Manager

Summary

Join ServiceNow's Expert Services team as a Platform Services Workflow Manager and lead a team of consultants in delivering high-quality work for ServiceNow customers. Develop and execute the Americas Automation Engine and Platform business plan, supporting service and product sales. Meet with customer leadership to position Expert Services resources and provide business and technical leadership to consultants, customers, and partners. Directly manage a high-performing team, partnering with internal teams for training and enablement. Promote continuous improvement and maintain strong cross-functional relationships.

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
• 2+ years of leadership experience in a professional services organization in one (or more) of the following roles (required) Practice Management
• Program/Project Management
• Implementation
• Process Engineering
• Product Management
• 5+ years of consulting experience for complex, global organizations, preferably in a platform architecture capacity
• Services Sales
• Experience managing professional services forecasting, resourcing, and capacity
• Experience working within Agile or Scaled Agile frameworks
• Industry certifications that may include: Certified ServiceNow Administrator (CSA)
• ITIL v3 Foundation and/or Advanced ITIL Certifications
• PMP, Agile, and/or Scaled Agile
• Experience in technical consultative pre-sales environments, scoping and solutioning services engagements and crafting statements of work
• Experience designing and developing services capabilities
• Experience designing, developing, and running service portfolios
• Understanding and basic use of development tools and/or software, such as: ServiceNow Platform
• MS Office (Word, PowerPoint, Excel)
• MS Visio
• MS Project
• Adobe Professional
• To be highly motivated, driven and passionate about the intersection of technology and business challenges
• Technical delivery experience with ServiceNow Platform Services Workflows and Platform products
• Strong interpersonal skills, customer-centric attitude and ability to deal with cultural diversity
• A history of leading, mentoring and developing talent across large teams
• Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams
• Proactive attitude, critical thinking, problem solving, and conflict resolution
• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills
• A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction
• Proven ability to influence and consult successfully on the subject of digital transformation and PaaS based application development
• Experience working with customers across various industry verticals (Healthcare, Energy, etc.)
• Up to 30% travel annually

Responsibilities

• Develop and execute the Americas Automation Engine and Platform business plan within Platform Services Workflows, including strategy for growth and market penetration, competitiveness, and differentiation
• Support service and product selling motions in the form of accurate delivery scoping and delivery strategy
• Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and ServiceNow-led implementation work
• Provide business and technical leadership with our Consultants, Customers, and Partners – often in a billable capacity within an engagement
• Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing experts who consult, implement, and configure the ServiceNow Platform Services Workflows and Platform products for our customers and with our Partner Ecosystem
• Partner with internal teams to support training, enablement, product management, and best practices organizations
• Promote and drive continuous improvement practices for delivery/engagement materials
• Maintain and strengthen cross-functional relationships with product teams
• Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption

Preferred Qualifications

ServiceNow Certified Application Developer and any additional platform-based certifications are a benefit (Flow designer, Service Portal, Now Intelligence products, etc.)