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

An IT Service Management (ITSM) Practice Leader – Americas, IT Workflow is a senior leadership position in our Customer Outcomes (professional services) organization focused on all aspects of leading an team of experts (Business and Technical Consultants) responsible for timely, high quality delivery work related to IT and the related consultation/advisory/implementation/configuration work for the ServiceNow ITSM portfolio.

What you get to do in this role:

• Be accountable, manage and lead the ITSM business in the Americas while also being a key member of the IT workflow America’s leadership team
• Develop your team and people including coaching, mentoring and specialty skill development for all roles, inclusive of first-line management
• Manage and predictably deliver against traditional Professional Services business measurements (e.g. utilization) and proactively drive actions to help ensure future attainment of these measures is possible
• Be the Subject Matter Expert on ITSM best practices and advise customers, employees and partner people
• Drive the continuous improvements of your business, our methodology and service offerings based on field experiences and needs
• Identify areas of ITSM Management process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks
• Be accountable to ensure customer engagements that are under your or teams span of control are complete, consistent, high quality, on time and deliver valued outcomes
• Be an active participant, contributor and thought leader in Communities of Excellence for this specialization
• Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM Services portfolio, capabilities, expertise, best practices and solutions

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

• 5+ years of leadership experience in a professional services organization
• 5+ years of consulting experience for complex, global organizations
• Experience in managing a Services being inclusive of Resource Management and Engagement Scheduling
• Proven ability to influence and consult successfully on the subject of IT, ITSM and IT Digital Transformations
• 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 IT processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology
• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills (proficiency in Excel, Word and PowerPoint)
• Vast understanding of and experience with leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS
• ServiceNow System Administrator and CIS-ITSM Certifications 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 thirty 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

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.