Expert Services - Risk & Resilience Practice Leader

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 role of the Expert Services – Risk & Resilience Practice Leader is to oversee expert resources responsible for consulting work related to our Risk & Resilience product suite – to include Integrated Risk Management (IRM), Business Continuity Management (BCM), and associated products. This team has direct billable roles in ServiceNow-led customer engagements, as well as advisory or leadership roles in a co-delivery model with our partner ecosystem. Regardless of delivery model, the objective of the team is to drive best practice and platform operating efficiency into our customers’ environments to ensure their ease of growth and maintainability.

• Develop and execute the Americas Risk & Resilience Practice business plan, including strategy for growth and market penetration, competitiveness, and differentiation.
• Cultivate practice resources and business processes across all areas of specialization, incubation, and investment.
• Establish and invest in high performing teams and responsible to develop and provide deep subject matter expertise offering business process and technical leadership and proficiency.
• Build and nurture the product Business Unit (BU) relationship through partnership for joint goals.
• Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and ServiceNow-led implementation work.
• Collaborate with the Portfolio Manager in the Customer & Partner Leading Practices organization in the design and build of the portfolio for Practice Products and capabilities with BUs, Solution Consulting, Marketing and Innovation organizations.
• Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption
• Deploy and run the portfolio through best practice development and execution.
• Define and manage metrics and KPIs for practice team members.
• Decisions/Actions that embody and employ: Proactive Thinking, Critical Thinking, Problem Solving, Escalation Remedies, and Conflict Resolution.

Qualifications

To be successful in this role you have:

• 5+ years of leadership experience in a professional services organization in one (or more) of the following roles (required):
  • Practice Management
  • Program/Project Management
  • Implementation
  • Process Engineering
  • Product Management
  • Services Sales
• Practitioner subject matter expertise in Risk & Resilience
• Experience managing professional services forecasting, resourcing, and capacity
• Experience working within Agile or Scaled Agile frameworks
• Industry certifications that may include:
  • Certified ServiceNow Administrator (CSA)
  • Relevant ServiceNow Certified Implementation Specialist (CIS) certifications
  • Relevant Risk & Resilience industry certifications (e.g., ISACA, OCEG, CBCP)
  • ITIL v3 Foundation and/or Advanced ITIL Certifications
  • PMP, Agile, and/or Scaled Agile
• Experience in technical consultative pre-sales environments, scoping and solutioning services engagements a