Senior Manager, Expert Services

Summary

Join ServiceNow's CEG Expert Services team as a leader of Core Business Workflows consultants, guiding customers to achieve business outcomes using the ServiceNow platform. You will manage a team across APAC, driving adoption, satisfaction, and maximizing platform value. Responsibilities include team development, strategic leadership, contributing to billable work, fostering collaboration, and supporting business development. The role requires extensive consulting experience, leadership skills, and technical expertise in ServiceNow and related technologies. Success hinges on delivering business impact, strong communication, and fostering innovation. ServiceNow offers professional development, mentorship, health and wellness programs, remote work flexibility, and employee resource groups.

Requirements

• Proven leadership experience in a professional services environment
• Ability to inspire, mentor, and develop diverse teams in technical and business domains
• Experience managing teams or 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
• 10+ 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
• 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
• Experience in SaaS platforms, enterprise architecture, or digital transformation
• Technical delivery experience with ServiceNow, ideally in Human Resource, Finance and Supply Chain Management, Workplace Service Delivery or other related cloud offerings
• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem

Responsibilities

• Develop and lead a team of Core Business Workflows focused consultants, fostering growth, enablement, and professional development
• Champion customer transformation, ensuring solutions align with business goals and drive measurable outcomes
• Provide strategic and technical leadership to customers, partners, and internal teams
• Contribute to billable work (20% utilisation target), ensuring hands-on engagement in complex projects
• Drive a culture of collaboration, knowledge sharing, and continuous learning within the team
• Support business development and go-to-market 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
• Develop and refine service offerings and best practices

Preferred Qualifications

• Preferably ServiceNow Certified Implementation Specialist – Human Resources or other
• Any additional ServiceNow platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, Now Intelligence products, etc.)
• 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
• Ability to foster collaboration within a diverse team

Benefits

• Health and wellness programs
• Remote work flexibility
• Employee resource groups