Customer Outcomes Delivery Strategy Manager - ServiceNow

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.

This role is part of Customer Outcomes (CO), ServiceNow's team of experts focused on the implementation and adoption of the ServiceNow platform.  Customer Outcomes is a global team of professionals that work with our customers to delivery ServiceNow solutions configured to meet our customer's business needs to ultimately drive their business outcomes.

This role is part of the Customer Outcomes Strategy team focused on our delivery strategy.  We support our over 700 consultants globally through developing and directing key initiatives that drive changes to our consultants work both internally and with our customers.  Customer Outcomes is key to ServiceNow's continued success and growth, this role will help shape the way our teams work as we scale to support our customers and the organization.

Job Description

What you get to do in this role: 

• Help develop strategic business plans and programs to support Customer Outcomes delivery teams people, policies, processes, methods, and capabilities
• Act as a product owner for CO Delivery capabilities by managing a backlog of improvement ideas, overseeing prioritization and providing oversight during the development and implementation of policy, process, and technology changes
• Develop business cases to support proposed solutions to improve CO delivery capabilities and experience
• Oversee the definition of complex problems, develop hypotheses, conduct analyses and suggest recommendations through a data-driven process
• Partner with reporting and analytics teams to collect and analyze large datasets and summarize insights
• Develop compelling recommendations, communicated in high-quality presentations to senior leaders within and beyond Customer Outcomes
• Work across multiple teams and business units to identify opportunities, unlock productivity and accelerate execution
• Analyze market data to identify trends/opportunities, develop strategic direction from market data, and creates compelling market analysis presentations

To be successful in this role you must have:

• 6+ years of work experience
• 4+ years of working in a consulting environment
• Experience driving (and solving) complex high-profile programs
• Experience presenting complex information to a variety of audiences
• Experience developing and gaining approval on business cases to obtain funding for improvement efforts
• Ability to handle multiple competing priorities in a fast-paced environment
• Experience with business operations within a consulting teams
• Strong Microsoft PowerPoint and Excel skills
• Flexibility to work across time zones in a global organization

It would be preferable to have:

• MBA
• Experience across multiple consulting organizations
• Experience within a SaaS professional services team
• Experience presenting to senior executives
• Ability to travel up to 25%

FD21

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 talent.acquisition@servicenow.com 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. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.