Sr. Mgr, Expert Services - Commercial

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 — Service Now 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:

The Senior Manager, Expert Services is a key member of the Customer Outcomes leadership team – responsible for delivery execution and people management of the Service Now 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 Service Now 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 improvement
• Manage team members to achieve utilization targets on a quarterly basis.

Role Specific KPIs:

• Financial – Revenue, Cost and Margin
• People – Billable and Productive utilization
• Customer – Customer Satisfaction scores for region

Other Functional Measurements:

• People – Personal growth and development of staff
• People – Productive and billable utilization
  
  People – Strong Employee Voice Survey results
• Customer – Delivery Backlog Management

• 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 Management
  • Product Management
  • Services or Solution Sales
  • Implementation
  • Process Engineering
• 10+ years of consulting experience for complex, global organizations.
• Experience in leading and mentoring a team of twenty or more employees.
• Experience…