[Remote] Senior Manager, Expert Services at ServiceNow

Dallas, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cloud Computing, Enterprise Software, IT ServicesIndustries

Requirements

Candidates must possess 5+ years of leadership experience in professional services, with a background in PMO, Program/Project Management, Product Management, Services/Solution Sales, Implementation, or Process Engineering. A minimum of 10 years of consulting experience with complex, global organizations is required, along with experience leading and mentoring teams of twenty or more employees. Proven ability to influence and consult on IT Operations and/or Digital Transformations, experience with service channel organizations and partners, and strong executive-level communication skills are also necessary. Experience leveraging or critically thinking about AI integration into work processes is required.

Responsibilities

The Senior Manager, Expert Services will provide day-to-day guidance to engagement management staff, ensuring high-quality delivery of implementation projects and serving as the focal point for delivery-related inquiries. Responsibilities include ensuring adherence to the Global Services Delivery Framework, managing project execution, planning, and revenue forecasting, and communicating delivery issues to management. Collaboration with Services Sales, Customer Success, Expert Services, Resource Management, and Global Delivery teams is essential for outstanding customer delivery. The role involves resolving delivery challenges effectively, managing revenue, cost, and margin for regional delivery implementations, mentoring team members, and determining training needs. Additionally, the Senior Manager will conduct performance reviews, improve team skills, support project staffing, provide feedback for continuous improvement, and manage team members to achieve quarterly utilization targets.

Skills

Implementation Project Delivery

Customer Governance

Project Execution

Revenue Forecasting

Scope Management

Budget Management

Timeline Management

Customer Satisfaction

Cost Management

Margin Management

Mentorship

Collaboration

Relationship Building

Problem Resolution

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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