Senior Manager, Expert Services

Company Description

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.

Job Description

Be accountable, manage and lead the ITSM business in the east while also being a key member of the ITSM practice leadership team.

• Develop your team and people including coaching, mentoring and specialty skill development for all roles.
• Manage and predictably deliver against traditional Professional Services business measurements (e.g. utilization) and proactively drive actions to help ensure future attainment of these measures is possible.
• Be the Subject Matter Expert on ITSM best practices and advise customers, employees and partner people.
• Drive the continuous improvements of your business, our methodology and service offerings based on field experiences and needs.
• Identify areas of ITSM process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks.
• Be accountable to ensure customer engagements that are under your or teams span of control are complete, consistent, high quality, on time and deliver valued outcomes.
• Be an active participant, contributor and thought leader in Communities of Excellence for this specialization.
• Contribute to the continual improvement of Global Delivery and Practice business processes as well as the maturing of the ITSM Services portfolio, capabilities, expertise, best practices and solutions.

Qualifications

• 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.
• 3+ years of leadership experience in a professional services organization.
• 3+ years of consulting experience for complex, global organizations.
• Experience in managing a Services business being inclusive of Resource Management and Engagement Scheduling.
• Proven ability to influence and consult successfully on the subject of IT, ITSM and IT Digital Transformations.
• Experience and ability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions.
• Significant experience in defining and deploying future-state IT processes and in identifying solutions from a people, process and technology perspective with a focused prowess on implementation of technology.
• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills (proficiency in Excel, Word and PowerPoint).
• Vast understanding of and experience with leading ITSM toolsets such as ServiceNow, HP Service Desk, HP Service Manager, CA Service Desk, IBM TSRM/CCMDB and Remedy ARS.
• ServiceNow System Administrator and CIS-ITSM Certifications are a plus.
• Dedication and commitment to customer success.
• 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.
• Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity.
• Experience in leading and mentoring a team of thirty or more employees.
• Experience with people development, including coaching and mentoring for business and technical roles.
• Strong organizational and time management skills.
• Experience monitoring.