Senior Practice Manager

Summary

Join ServiceNow's Customer Outcomes team as a Senior Practice Manager - Expert Services! You will lead a team of consultants delivering high-quality work for ServiceNow Customer Service products. Responsibilities include technical leadership, team management, sales support, and partnership with internal teams. This role requires extensive experience in consulting, customer service, and leadership within a professional services organization. Success demands strong communication, problem-solving, and people development skills. Up to 50% annual travel is expected.

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
• 5+ years of consulting experience for complex, global organizations
• Experience in Resource Management and Engagement Scheduling
• Proven ability to influence and consult on Customer Service and/or FSM
• Experience speaking to customer leaders to extract outcome expectations and influence their thinking
• Significant experience defining and deploying future-state Customer Service and/or Industry digital transformations
• Experience with leading Customer Service and/or FSM systems and tools such as Salesforce, Remedy. ServiceMax, ServiceNow, etc
• Outstanding communication skills with confident presentation and facilitation skills
• Dedication to customer success
• Ability to interact with and influence a wide range of employees, including senior management
• Strong interpersonal skills and customer-centric attitude
• Experience leading and mentoring a team of eight or more employees
• Experience with people development, including coaching and mentoring
• Strong organizational and time management skills
• Experience monitoring and summarizing business and financial metrics
• Proactive attitude, critical thinking, problem-solving, escalation, and conflict resolution skills

Responsibilities

• Provide technical leadership to Consultants, Customers, and Partners, often in a billable capacity
• Hire, enable, develop, and manage high-performing experts who consult, implement, and configure ServiceNow Customer Service Delivery products
• Support Sales Teams in sales pursuits to ensure customer outcomes are achieved
• Partner with internal teams to support enablement with training, product management, and best practices
• Serve as a Steering Committee member on engagement projects focused on delivering successful customer outcomes
• Manage and prioritize multiple complex initiatives
• Promote continuous improvement practices for delivery and engagement materials

Preferred Qualifications

Industry certifications such as ServiceNow CIS-CSM, Salesforce Service Cloud are a plus

Benefits

• Up to 50% travel annually
• Work Personas (flexible, remote, or required in office)