Senior Manager Expert Services CRM Workflows

The CEG Expert Services team at ServiceNow works with our customers and partners to help them achieve their business outcomes by providing prescriptive guidance. You will manage a team of consultants who will be focussed on driving adoption customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform specifically the Customer Workflow portfolio of solutions which includes Customer Service Management Field Service Management and Sales and Order Management Workflows. 

This position will manage a team of consultants across APAC and reports to the APAC Customer Workflows leader.  

What You Get to Do in This Role 

• Develop and lead a team of CRMfocused consultants fostering growth enablement and professional development. 

• Championcustomer transformation ensuring CRM solutions align with business goals and drive measurable outcomes. 

• Provide strategic and technical leadership to customers partners and internal teams. 

• Contribute tobillable work 20 utilisation target) ensuring handson engagement in complex projects. 

• Drive a culture ofcollaboration knowledge sharing and continuous learningwithin the team. 

• Support business development and gotomarket efforts including presales scoping and proposal development. 

• Partner with internal teamsProduct Sales Enablementto align delivery capability and methodology with broader ServiceNow objectives. 

• Develop and refine service offerings and best practices. 

Key Performance Measurements 

• Contribution to professional services business outcomes (revenue etc.. 

• Team productivity and billable utilisation. 

• Customer satisfaction scores and project business impact. 

• Product consumption and/or adoption 

• Talent development and team growth. 

• Readiness and capability building within the team. 

• Driving innovation and adoption in ServiceNow deployments. 

Qualifications :

To be successful in this role you have:

Leadership & People Development 

• Proven leadership experience in a professional services environment. 

• Ability toinspire mentor and develop diverse teamsin technical and business domains. 

• Experience managing teams or leading largescale customer engagements. 

• Strong relationshipbuilding skills with internal teams partners and customers. 

• Commitment tofostering an inclusive and equitable workplace valuing diverse perspectives. 

Consulting & Delivery Experience 

• 10 years in a consulting or professional services role with a focus on enterprisewide business transformation solutions. 

• Experience working with customers in 1 or more of the following industry verticals Telecommunications Banking/Financial Services Healthcare Government. 

• Strong problemsolving mindset focused on transformation and measurable business value. 

• Experience with Now Create Agile frameworks or similar methodologies. 

• Comfort engaging with executive and senior stakeholders with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation. 

Technical Expertise 

• Experience in SaaS platforms enterprise architecture or digital transformation. 

• Technical delivery experience with ServiceNow ideally in Customer Workflows or other CRM related cloud offerings. 

• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem and experience across Industry verticals. 

• Preferably ServiceNow Certified Implementation Specialist  Customer Service Management. 

• Any additional ServiceNow platformbased certifications are a benefit (Flow Designer Service Portal Virtual Agent Now Intelligence products etc.. 

Other Qualities That Will Help You Succeed 

• Atransformation mindset focused on delivering longterm business impact. 

• Strong communication skills with the ability to simplify complex concepts. 

• Passion fordriving innovation and continuous improvement. 

• Ability to foster collaboration within a diverse team. 

Additional Information 

• Travel requirements will vary based on business needs. 

• ServiceNow is an Equal Opportunity Employer committed tobuilding an inclusive and diverse workplace. 

• We offer professional development mentorship and career growth opportunities. 

• Benefits includehealth and wellness programs remote work flexibility and employee resource groups. 

JV20

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 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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