Senior Practice Manager - Expert Services

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.

Team Overview: The Customer Outcomes team at ServiceNow helps customers achieve their business goals by providing prescriptive guidance. As part of this team, you will drive consumption, adoption, and customer satisfaction, helping customers realize the value of their ServiceNow investment.

Role Overview: As a Senior Practice Manager - Expert Services, you will build and lead a team of Business and Technical Consultants responsible for delivering high-quality work related to Customer Service. This includes consultation, advisory, implementation, and configuration work for ServiceNow Customer Service products.

Key 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.

Key Performance Measurements:

• Professional services business metrics (budgets, revenue, etc.).
• Productivity and utilization of self and team.
• Customer satisfaction on team engagements.
• Implementation expertise for ServiceNow Customer Workflow Solutions or similar software solution.
• Product consumption and adoption.
• Talent recruitment and development.
• Up to 50% travel annually.

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

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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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