Director, Expert Services Mgmt

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™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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

What you get to do in this role:

• You will report to the Expert Services Leader in AMS. You and your team will actively work with customers and alongside partners to provide ServiceNow Platform leading practice guidance. To achieve excellent business outcomes underpinned by a technically healthy platform this team must be at the forefront of these leading practices, collaborating across ServiceNow, to both receive the latest standards, but also to feedback and support their continuous improvement.
• You are accountable for partnering with ServiceNow account teams and across Customer Outcomes to allocate the right consultant at the right time in the right place. Driving best in class execution, utilization management, measurable KPIs and SLAs determining success, building a world class team that can not only deliver, but in many cases partner with sales teams to help articulate the value proposition of Platform Architecture services.
• Additionally, you must have the ability to continuously learn and improve from our customers, your team and from our Product Development and Sales Teams.  This feedback loop is critical to constant innovation, improvement and growth of the overall Platform Architecture capability in the GEO, both directly as well as through Customer Outcomes Excellence and Product Development.
• Delivery success criteria such as time to value, accuracy, health scan and NPS
• Talent and roles’ rotation to Customer Outcomes strategy
• Productivity / Utilization
• Subject Matter Expertise
• Technical Consultative Skills
• Cost to serve/margin
• Employee Voice Survey
• Training Hours
• Talent development and recruitment

Qualifications

 

To be successful in this role you have:

• Matrix management leadership experience
• Experience in running Professional Services Organizations both internally and in the field.
• Strong understanding and experience of the Services Integration (SIs) operating model, having worked with or for large SIs.
• To demonstrate strong business ownership, embrace accountability and be a hands-on, people-centric leader
• To have a growth mindset, and be driven to constantly find and execute learnings to improve the execution and organization for the benefit of our customers and talent
• A proven track record in successfully navigating customers through complex situations
• To be proactive, critical thinking, problem solving, manage escalation, ensure conflict resolution, a thought leader at executive level
• Global thinker/background
• Servant leader
• Accountable and inclusive Change Agent with confidence and credibility
• Familiarity with ServiceNow’s offerings
• Enterprise Architect certification (Togaf, IT4IT, etc)
• Excellent communication skills – both verbal and written skill
• Customer facing presence with business outcome orientation in Service Delivery
• Technical consultative skills
• Experience managing consultant utilization and Service Demand forecasting
• Experience creating and managing metrics and Key Performance Indicators
• Experience with personnel management a