Senior Manager, Expert Services

Job Description

Responsibilities include the following:

• Manage a team of Expert Services Managers, responsible for 4-8 Technical & Business Process Consultants each
• 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 Service Now as the digital transformation platform integrated with the core systems
• Assist Customer Outcomes sales with Staffing and Scoping Projects
• Advocate/champion Service Now’s advisory and expert services best practices and industry use cases with clients
• Work with clients and Service Now 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
• 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

What you get to do in this role:

• Manage a team of Expert Services Managers, responsible for 4-8 Technical & Business Process Consultants each
• 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 Service Now as the digital transformation platform integrated with the core systems
• Assist Customer Outcomes sales with Staffing and Scoping Projects
• Advocate/champion Service Now’s advisory and expert services best practices and industry use cases with clients
• Work with clients and Service Now 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
• 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

• 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.
• Experience in professional services leadership role at a technology…