Senior Manager, Customer Engagement - ServiceNow
Addison, TX 75001
About the Job
Company DescriptionIt 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. Job DescriptionThe Senior Manager, Customer Engagement 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 improvementManage team members to achieve utilization targets on a quarterly basis.Role Specific KPIs:Financial – Revenue, Cost and MarginPeople – Billable and Productive utilizationCustomer – Customer Satisfaction scores for regionOther Functional Measurements:People – Personal growth and development of staffPeople – Productive and billable utilizationPeople – Strong Employee Voice Survey resultsCustomer – Delivery Backlog ManagementQualificationsTo be successful in this role you have: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 ManagementProduct ManagementServices or Solution SalesImplementationProcess Engineering10+ 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 solutionMS Office 365 (Word, PowerPoint, Excel, Visio, Project)Professional Services Automation tools, such as NetSuite OpenAirBusiness Intelligence tools, such as TableauWorkforce management tools, such as WorkdayTravel required up to 50%.Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate! Additional InformationWork 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 EmployerServiceNow 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. AccommodationsWe 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
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. SummaryType: Full-timeFunction: ConsultingExperience level: Mid-Senior LevelIndustry: Information Technology And Services
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. Job DescriptionThe Senior Manager, Customer Engagement 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 improvementManage team members to achieve utilization targets on a quarterly basis.Role Specific KPIs:Financial – Revenue, Cost and MarginPeople – Billable and Productive utilizationCustomer – Customer Satisfaction scores for regionOther Functional Measurements:People – Personal growth and development of staffPeople – Productive and billable utilizationPeople – Strong Employee Voice Survey resultsCustomer – Delivery Backlog ManagementQualificationsTo be successful in this role you have: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 ManagementProduct ManagementServices or Solution SalesImplementationProcess Engineering10+ 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 solutionMS Office 365 (Word, PowerPoint, Excel, Visio, Project)Professional Services Automation tools, such as NetSuite OpenAirBusiness Intelligence tools, such as TableauWorkforce management tools, such as WorkdayTravel required up to 50%.Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming our candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate! Additional InformationWork 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 EmployerServiceNow 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. AccommodationsWe 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 RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.SExport 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. SummaryType: Full-timeFunction: ConsultingExperience level: Mid-Senior LevelIndustry: Information Technology And Services
Source : ServiceNow