Sr. Manager, Expert Services at ServiceNow (Remote)

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Senior Manager, Expert Services is a key member of the Customer Outcomes leadership team – responsible for delivery execution and people management of the ServiceNow Customer Engagement team.

This individual is accountable for adherence to the Global Services Delivery Framework, regional revenue attainment, KPI analysis and new hire on-boarding.

The Customer Delivery Manager works closely with the Services Sales team in Pre and Post sales activities, and partners with all other Global delivery teams to maintain a high standard of service to ServiceNow customers.

Job Responsibilities:

Delivery Oversight:

  • Provide day-­to­‐day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects.
  • Be the focal point for delivery questions or concerns from internal stakeholders or customers. This could include – customer governance calls, internal project reviews and escalations.
  • Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution – including planning and revenue forecasting.
  • Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience.
  • Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams to achieve outstanding customer delivery.
  • Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery.
  • High ability to resolve delivery challenges quickly and effectively in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels.
  • Management of Revenue, Cost and Margin for regional delivery implementations.

People Management:

  • Serve as a mentor to team members.
  • Provide direction and leadership for new hires, ensuring adherence to the enablement plan and new hire ramp times.
  • Determine training and development requirements for team and produce team and individual training plans. Adapt these as necessary to meet the changing needs of the organization.
  • Conduct performance reviews of team using KPI results and other factors.
  • Work with the Geography’s Customer Outcomes Delivery Leader to continuously improve the skills and quality of the individuals in the organization.
  • Work closely with Resource Managers and Global Delivery technology practices to support the staffing of projects with the right resources, with the right skills, at the right time.
  • Provide a feedback loop into Global Delivery for resource, process and technical continuous improvement
  • Manage team members to achieve utilization targets on a quarterly basis.

Role Specific KPIs:

  • Financial – Revenue, Cost and Margin
  • People – Billable and Productive utilization
  • Customer – Customer Satisfaction scores for region

Other Functional Measurements:

  • People – Personal growth and development of staff
  • People – Productive and billable utilization
  • People – Strong Employee Voice Survey results
  • Customer – Delivery Backlog Management


    • 5+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required):
      • PMO Leader, Program/Project Management
      • Product Management
      • Services or Solution Sales
      • Implementation
      • Process Engineering
    • 10+ years of consulting experience for complex, global organizations.
    • Experience in leading and mentoring a team of twenty or more employees.
    • Experience designing and developing service capabilities and developing and running service portfolios.
    • Proven ability to influence and consult successfully on the subject of IT Operations and/or Digital Transformations.
    • Experience working with service channel organizations and their partners.
    • Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions.
    • Highly motivated, driven and passionate about the intersection of technology and business challenges.
    • 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 technical solutions and ability to present these concepts in a comprehensive and concise manner.
    • Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.
    • Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills.
    • 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.
    • Initiative - Proactive, self-motivated, and self-directed.
    • Ability to drive deliverables and results, which involve people who do not directly report to you.
    • Strong organizational and time management skills.
    • Understanding and prior use of business tools and/or software, such as:
      • ServiceNow Platform, or similar platform-based solution
      • MS Office 365 (Word, PowerPoint, Excel, Visio, Project)
      • Professional Services Automation tools, such as NetSuite OpenAir
      • Business Intelligence tools, such as Tableau
      • Workforce management tools, such as Workday
    • Travel required up to 50%.

    Required Competencies:

    • Business Opportunity Identification, Analysis and Development
    • Consultative Perspective
    • Directs Work
    • Ensures Accountability
    • Interpersonal Savvy
    • Manages Change
    • Manages Complexity
    • Manages Conflict
    • Optimizes Work Processes
    • Plans and Aligns
    • Project Management / Leadership
    • Persuades 
    • Staffing, Capacity Planning, Market Support and Operations
    • Strategic Mindset
    • Strategic Planning and Analysis
    • Synthesizing and Simplifying

    Additional Information

    ServiceNow is an Equal Employment 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.

    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 +1 (408) 501-8550, or [email protected] for assistance.

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

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    Where we are

    Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

    What are ServiceNow Perks + Benefits

    ServiceNow Benefits Overview

    We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

    Volunteer in local community
    Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
    Friends outside of work
    Eat lunch together
    Daily sync
    Open door policy
    Open office floor plan
    Documented equal pay policy
    Dedicated Diversity/Inclusion Staff
    Unconscious bias training
    Diversity manifesto
    Mean gender pay gap below 10%
    Diversity Employee Resource Groups
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability Insurance
    Dental Benefits
    Vision Benefits
    Health Insurance Benefits
    Life Insurance
    Wellness Programs
    Onsite Gym
    Retirement & Stock Options Benefits
    401(K) Matching
    Starting in 2019
    Company Equity
    Employee Stock Purchase Plan
    Purchase company stock at a 15% discount semi-annually
    Performance Bonus
    Match charitable contributions
    Child Care & Parental Leave Benefits
    Child Care Benefits
    Generous Parental Leave
    Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
    Flexible Work Schedule
    Remote Work Program
    Work remotely on occasion as needed.
    Family Medical Leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Unlimited Vacation Policy
    Generous PTO
    Paid Volunteer Time
    Starting in 2019 - 20 hours a year starting in 2019
    Paid Holidays
    Paid Sick Days
    Perks & Discounts
    Beer on Tap
    With an in house craft beer geek procuring
    Casual Dress
    Commuter Benefits
    Pre-tax contribution plan for commuter expenses - transit and parking
    Company Outings
    Site social activities periodically
    Game Room
    Shuffle board, pool table, table games and more!
    Stocked Kitchen
    Happy Hours
    Every Thursday!
    Professional Development Benefits
    Tuition Reimbursement
    Up to $5,250 reimbursed annually for qualified expenses
    Diversity Program
    Lunch and learns
    Cross functional training encouraged
    Promote from within
    Mentorship program
    Online course subscriptions available

    An Insider's view of ServiceNow

    What’s the vibe like in the office?

    This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


    Software Developer

    What does your typical day look like?

    There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


    Business Systems Analyst

    How does the company support your career growth?

    It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


    Account Executive

    What’s the vibe like in the office?

    ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


    Senior Manager, Global Sales Development

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