Sr Manager, Expert Services (ITOM & ITAM) - 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.

What you get to do in this role:

• Service 1-2 VLE/LE Accounts
• Develop strong executive relationships with Enterprise Architect, C-Level Executives and business leaders
• Understand business objectives and outcomes to support the Success Architect in developing a customer roadmap
• Enterprise Architecture
• Responsible for analyzing and translating business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives
• Engages with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with the core systems
• Assist Customer Outcomes sales with Staffing and Scoping Projects
• Advocate/champion ServiceNow’s advisory and expert services best practices and industry use cases with clients
• Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support
• Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points
• Define solutions across the platform that align to out of the box capabilities
• Support the sales effort scoping and estimation that refine the customer vision and capabilities into activities and estimates
• Deliver high customer sat metrics for assigned accounts
• Manage a team of 6 to 8 Technical Consultants or Business Process Consultants
• Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
• Responsible for the successful achievement of the Platform Architect KPIs, Quality Assurance of the customer engagements for your direct reports

To be successful in this role you have:

• Working knowledge of ServiceNow ITOM and ITAM is a MUST HAVE
• 3+ years in a management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Experience working closely with partners in a co-delivery capacity
• Proven track record of success at F50-500 accounts
• Understanding of issues and imperatives driving digital transformation across the industry
• Depth in digital transformation design, implementation, and management
• Deep expertise in one industry, “minors” in one or two additional industries
• Middle and back office functional experience
• Transformation experience
• Strong executive relationships with CIO, CFO, CHRO, and business line leaders
• Experience identifying business objectives and solving business challenges
• Experience serving as part of a key client account leadership team
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Outcomes plans
• Experience owning outcomes/accountability to a CxO position
• Successful track record of managing high-performing teams
• Player Coach / Mentality
• Demonstrated success managing teams to KPIs across a portfolio of customer engagements

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. 

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