Senior Manager, Expert Services at ServiceNow

Tokyo, Japan

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT ServicesIndustries

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (e.g., using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact)
Minimum 3-5 years in management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
Proven track record of success at F50-500 accounts
Understanding of issues and imperatives driving digital transformation across 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
Co-Delivery experience with Big 4, large SIs
Knowledge of ServiceNow (minimal, ideal is knowledge and experience with multiple ServiceNow product suites)
Successful track record of managing high performing teams

Responsibilities

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
Analyze and translate business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives
Engage with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with 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 4-8 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 expert services KPIs and Quality Assurance of the customer engagements for your direct reports

Skills

Enterprise Architecture

ServiceNow

Executive Relationship Management

Business Analysis

Solution Architecture

Digital Transformation

Project Scoping

Staffing

Delivery Governance

Thought Leadership

Prescriptive Solution Design

Technical Implementation

ServiceNow

Cloud-based platform for digital workflows

About ServiceNow

ServiceNow offers a cloud-based platform that helps businesses automate and manage their operations, improving efficiency and enhancing customer and employee experiences. The Now Platform includes applications for IT operations, customer service, human resources, and security operations, all accessible over the internet. Targeting large enterprises across various industries, ServiceNow operates on a software-as-a-service (SaaS) model, generating revenue through subscription fees and professional services. The company's goal is to streamline business processes and drive digital transformation for its clients.

Santa Clara, CaliforniaHeadquarters

2004Year Founded

$81.5MTotal Funding

IPOCompany Stage

Consulting, Consumer Software, Enterprise SoftwareIndustries

10,001+Employees

Benefits

Generous family leave

Flexible PTO

Matched Donations

Retirement benefits

Annual learning stipends

Paid volunteer time

Risks

Competitors like Nvidia and Google Cloud may outpace ServiceNow in AI advancements.

Over-reliance on AWS infrastructure could pose risks if AWS changes its strategy.

The departure of Era Software's co-founder may lead to strategic shifts within ServiceNow.

Differentiation

ServiceNow's Now Platform offers comprehensive digital workflow solutions across multiple business functions.

The company focuses on large enterprises, providing tailored solutions for diverse industries.

ServiceNow's SaaS model ensures steady recurring revenue through subscription fees.

Upsides

ServiceNow's partnership with AWS enhances AI-powered workflows, driving enterprise innovation.

The integration with Crowe Cyber Economic Risk Analyzer boosts ServiceNow's cybersecurity capabilities.

ServiceNow's AI-driven campaign with Idris Elba increases brand visibility and engagement.

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