Manager, Expert Services Management - ITAM/ITOM

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Manager, Expert Services Management - ITAM/ITOM
We seek a Manager for our Expert Services organization in AMS, focused on all aspects of leading a team of Business and Technical Consultants in delivering timely, high-quality work for ServiceNow customers. This includes consultation, advisory guidance, and implementation across the ServiceNow Platform, with a focus on ITOM and ITAM core platform capabilities.
Key Responsibilities
• Provides business and/or technical leadership with our Consultants, Customers, and Partners.
• Leading and growing a team of experts who consult, implement, and configure ServiceNow's core Platform capabilities, including ITOM and ITAM capabilities, for our customers and in collaboration with our partner ecosystem.
• Support services sales teams in sales pursuits, to ensure the accurate solution and scope are being proposed
• Partner with internal teams to support training, enablement, product management, and best practices organizations.
• Promote continuous improvement practices for delivery/engagement materials
• Manage and prioritize multiple and complex initiatives successfully
• Key Performance Measurements may include but are not limited to:
• Talent recruitment and development
• Drive productivity and utilization of your own work and your teams
• Help to maintain and improve customer satisfaction (CSAT) scores
• Drive ServiceNow product consumption and/or adoption
• Partially customer-facing role with some travel within Americas region.
Qualifications
To be successful in this role you have:
Qualifications
• Significant consulting experience for complex, global delivery organizations
• Technical delivery and architectural experience with ServiceNow Platform capabilities (ITOM and/or ITAM)
• Familiarity with resource management
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Strong organizational and time management skills.
• Experience monitoring and summarizing business and financial metrics
• Proactive attitude, critical thinking, problem solving, escalation, and conflict resolution
• Excellent communication and presentation skills
• A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction
• Experience in leading and mentoring a team of eight or more employees
• Experience with people development, including coaching and mentoring for business and technical roles.
• Fluency in English
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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