Sr. Manager, Services Transformation

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Team

The ServiceNow Customer Success Organization (CSO) —which includes Customer Outcomes (services sales and Expert Services delivery), Customer Excellence (home to our Impact BU), Impact Delivery, Product Success, and our Global Education organization (including RiseUp!)—is focused on getting our customers to value across the end-to-end customer journey. In partnership with the Senior Director of Services Transformation and the broader global Transformation Office, this role will be integral to executing the strategy to enable the services organization to drive global, large-scale, transformation initiatives from inception to execution, as we grow the AMS business and accelerate our customer’s success.

The Role

This is an extraordinary opportunity for a collaborative, strategic thinker, and proven executor to partner closely with the Senior Director of Services Transformation AMS, to drive transformation within the services business in a data-driven agile manner. This role will work closely with the Senior Director of Services Transformation AMS to drive in-region and global change across a variety of workstreams and goals. It is important that this person has both the ability to understand the big picture and global perspective while identifying and managing the local regional details to ensure success.

You will partner with internal and external stakeholders to understand the customer and develop repeatable solutions that can accelerate the growth of the services business. You will develop industry and regional-specific offerings that can be executed in an accelerated and high-quality manner. You will work to ensure strategic business investments are made with data-driven fiscal discipline, to ensure the business metrics are achieved. In addition, you will work to develop transformation strategies aligned with broader organizational goals and establish clear objectives and performance metrics for these initiatives. This role will create and execute organizational change management plans to ensure smooth transitions and communicate effectively while managing stakeholder expectations. You will also identify areas for process and operational improvement that ultimately enhance productivity, quality, and opportunities for automation and technology improvements.

Responsibilities:

• Strategic Execution: Collaborate with the Services Transformation Senior Director AMS, to build and execute workstreams that deliver on the transformation vision and mission.  Define the tenets of the organization that need to transform to meet short- and long-term goals in pursuit of the defined vision.  Work closely with the Strategic Operations leader to create processes, mechanisms and tools to measure the effectiveness of the organization and transformation efforts.
• In partnership with the Services Transformation Senior Director AMS, provide expertise and leadership to help drive six workstreams in-region and globally. While a candidate may not have expertise in all areas, we encourage candidates who have broad experiences to apply to support the broader team in the definition and delivery of