Manager, Expert Services – Customer Workflows 352572

A Manager in the Customer Workflows Expert Service team is a position in our professional services (Customer Outcomes) organisation focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely, high quality delivery work for ServiceNow customers. This work can consist of consultation, advisory guidance, and implementation work relating to the ServiceNow platform products and processes. This position will manage a team across APJ, and reports to the APJ Customer Workflows leader.

What you get to do in this role

• Provide business and technical leadership to our Consultants, Customers, and Partners – often in a billable capacity within an engagement.


• Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing experts who consult, implement, and configure the ServiceNow Customer Workflows products for our customers and with our Partner Ecosystem.


• Define and manage metrics and KPIs for team members.


• Support services go to market motion in sales pursuits, to propose strategy and ensure leading practice solutions and accurate delivery scoping.


• Partner with internal teams to support training, enablement, product management, and best practices organisations.


• Promote and drive continuous improvement practices for delivery/engagement materials.


• Build and nurture the Business Unit (BU) relationship through partnership for joint goals.


• Meet with customer leadership to position the use of expert resources as part of different engagement models, including co-delivery with partners, advisory expertise, and independent implementation work.


• Collaborate with the Leading Practice resources in the design and build of the portfolio for Platform products and capabilities with BUs, Solution Consulting, Marketing, and Innovation organisations.


• Key Performance Measurements may include but are not limited to:

1. Traditional professional services business measurements (budgets, revenue, etc.).


2. Productivity / utilisation.


3. Customer satisfaction scores.


4. Product consumption and/or adoption.


5. Talent recruitment and development.

• Up to 25% travel annually.

Qualifications

• 2+ years of leadership experience in a professional services organisation in one (or more) of the following roles (required):

1. PMO


2. Product Management


3. Services Sales


4. Program/Project Management


5. Implementation


6. Process Engineering

• 5+ years of consulting experience for complex, global organisations, preferably in a platform architecture capacity.


• To be highly motivated, driven, and passionate about the intersection of technology and business challenges.


• A dedication and commitment to customer success.


• Technical delivery experience with ServiceNow Customer Workflows and Platform products.


• Architectural experience with ServiceNow Platform products.


• Experience with professional services resource management.


• Strong interpersonal skills, customer-centric attitude, and a passion for cultural diversity.


• A history of leading, mentoring and developing talent across a team of eight or more employees.


• Strong organisational and time management skills.


• Experience working with budgeting, forecasting, cost allocations using tools and an understanding of cost accounting.


• Experience working within Agile or Scaled Agile frameworks.


• Experience designing and developing service capabilities.


• Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.


• Proactive attitude, critical thinking, problem solving, escalation, and conflict resolution.


• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills.


• A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction.


• Proven ability to influence and consult successfully about digital transformation and PaaS based application development.


• Experience leading/owning low code application development (LCAP) platform-based solutions.


• Experience with User Experience (UX) concepts and human centred design.


• Experience working with customers across various industry verticals (Telecommunications, Banking/Financial Services, Healthcare, Manufacturing, Government, etc.).


• ServiceNow Certified Implementation Specialist (preferably CSM or FSM).


• Any additional platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, Now Intelligence products, etc.).


• Industry certifications that may include the following are a benefit:

1. ITIL v3 or 4 Foundation and/or Advanced ITIL Certifications


2. PMP, Agile, and/or Scaled Agile