Description

The Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance.  As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role

System Implementation Practice Manager is a position in our professional services (Customer Outcomes) organization focused on all aspects of leading an expert team of resources (Business and Technical Consultants) responsible for delivery work related to the Employee Experience and Human Resources, and the related consultation/implementation/configuration work for the ServiceNow HR Service Delivery products.

What you get to do in this role:

• Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing experts who consult, implement, and configure the ServiceNow HR Service Delivery products for our Customers and with our Partner Ecosystem.
• Supports Sales Teams (Licensing and Services) in sales pursuits, with an emphasis on supporting the calculation of engagement efforts to ensure the Customer’s outcomes are achieved.
• Provides business and/or technical leadership with our Consultants, Customers, and Partners - sometimes in a billable capacity within an engagement.
• Partners with internal teams to support enablement with our training, enablement, product management, and best practices organizations.
• Be a Steering Committee member of an overall engagement project team focused on delivering successful and substantive customer outcomes
• Manage and prioritize multiple and complex initiatives successfully
• Promoting continuous improvement practices for delivery/engagement materials
• Key Performance Measurements may include but are not limited to:
  • Traditional professional services business measurements (budgets, revenue, etc.)
  • Productivity / utilization of self and team
  • Customer satisfaction on engagements of team
  • Providing implementation expertise for the ServiceNow Employee Workflow Solutions by our Customers, our Partners, our People, and other internal teams.
  • Product consumption and/or adoption
  • Talent recruitment and development
• An average of 50% travel annually

In order to be successful in this role, the ideal candidate needs:

• 3+ 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 successfully on the subject of Employee Experience and Human Resources (HR)
• Experience and ability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions
• Significant experience in defining and deploying future-state Employee Experience and Human Resources (HR) processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Vast experience with leading Employee Website and/or Human Resource (HR) and related systems and tools such as SharePoint, Workday, Oracle / PeopleSoft, SAP SuccessFactors, UltiPro, Infor, etc.
• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills (proficiency in Excel, Word and PowerPoint)
• ServiceNow System Administrator, HRSD Enterprise Certifications and Service Portal Application Specialists are a plus
• Dedication and commitment to customer success.
• 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.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
• Experience in leading and mentoring a team of eight or more employees
• Experience with people development, including coaching and mentoring for business and technical roles.
• Strong organizational and time management skills.
• Experience monitoring and summarizing business and financial metrics
• Proactive attitude, critical thinking, problem solving, escalation, and conflict resolution
• Industry certifications that may include the following are a plus:
  • ITIL v3 Foundation and/or Advanced ITIL Certifications
  • PMP, Agile, and/or Scaled Agile Certifications
  • SHRM Certification

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.