Sr Dir, Expert Services Mgmt

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

Develop a World-Class Team

• Establish and invest in high-performing teams responsible for developing and providing deep subject matter expertise by offering business process, technical leadership, and proficiency.
• Mentor and develop tomorrow's leaders
• Define and manage metrics and KPIs for team members
• Possess the most substantial level of product expertise in the ecosystem
• Provide White Glove Client Experience

Be Strategic

• Develop new approaches that effectively leverage cross-functional relationships with teams such as product development to evolve the ServiceNow Success methodology and processes resulting in enhanced business outcomes by clients
• Drive standards and excellence between teams with a common objective of customer success activity
• Provide thought leadership for innovation that promotes customer business transformations
• Build executive level partner and customer relationships where you will position the use of expert resources as part of several different models, including co-delivery with partners, advisory expertise, and independent implementation work
• Assist clients in building business cases and defining value and outcomes 

Drive Customer Outcomes

• Build relationships with internal organizations to understand and leverage the ServiceNow ecosystem in support of customer outcomes
• Drive consistency in the delivery of the ServiceNow Success Methodology
• Develop prescriptive thinking and behavior throughout the team
• Take decisions/actions that embody and employ: Proactive Thinking, Critical Thinking, Problem Solving, Escalation Remedies, and Conflict Resolution.
• Influence and drive client direction

 Drive Sales

• Business development with internal sales teams, prospects, clients, and partners to evangelize strong delivery and service packages to meet and exceed the Americas business plan
• Manage and provide accurate forecasts
• Support renewal strategy in conjunction with Go to Market teams
• Identify market opportunities to ensure continued revenue growth and engages the Sales Team after identification of new opportunities 

Manage to Plan

• Manage America's business plan based on productivity measurements, specifically utilization and partner blend, that encourages revenue and team growth while maintaining a healthy P&L
• Ensure all team deliverables are met
• Ensure all administrative tasks are accomplished timely 

To be successful in this role you have:

• 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.
• 15+ Years of Management Experience in a consulting firm or software company with proven expertise in managing multi-level leadership and a large team of 100+ professionals
• 15+ Years of Consulting Experience in a consulting firm or software company
• Focused experience within outcomes-driven business development and execution
• Strong expertise and capability to speak to client executive leadership (including CXO roles) to extract outcome expectations and to influence their thinking and directions
• High motivation, driven and passionate about digital transformation
• 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 business transformations
• Ability to interface, develop and influence relationships with leaders (VP and above) across other ServiceNow lines of business
• Excellent oral, listening, and written communication skills, including executive presentation, facilitation, and public speaking skills
• Ability to interact with and influence a wide range of employees, including executive management, and entry-level personnel
• Initiative - Proactive, self-motivated, and self-directed
• Ability to embrace and impact change
• Strong organizational and time management skills
• Understanding and prior use of business tools and software, such as:
  • MS Office 365 (Word, PowerPoint, Excel, Visio, Project)
  • Professional Services Automation solutions, such as NetSuite OpenAir
  • Business Intelligence solutions, such as Tableau
  • Workforce management solutions, such as WorkDay
• Travel required up to 50%

JV20

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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