Senior Manager, CRM & Industry Expert Services

Company Overview
We believe work matters. Its where we spend a third of our lives. We are dedicated to creating a great workplace of the future by putting people at the heart of everything we do. 

About the Role 

We are seeking a Senior Manager to join our growing Expert Services team supporting CRM and Industry Workflows. This leader will manage a team of Solution Architects and Consultants who partner with customers to design and implement CRM solutions on the ServiceNow platform. The Sr. Manager will play a critical role in enabling customer success ensuring high-quality project delivery and driving growth of the CRM & Industry Expert Services practice. 

What Youll Do 

• Lead & Develop Talent: Manage and mentor a high-performing professional services team including Solution Architects Technical Consultants and Business Consultants. Build career paths set performance expectations and foster a culture of customer success and innovation. 

• Delivery Excellence: Oversee the successful implementation of CRM and Industry workflow projects ensuring engagements are delivered on time within scope and with the highest level of quality. 

• Customer Partnership: Act as a trusted advisor to executives and stakeholders helping them maximize value from the ServiceNow platform through industry-specific CRM solutions. 

• Practice Development: Contribute to building delivery methodologies playbooks and accelerators to scale the CRM & Industry practice. Partner with GTM Product and Partner organizations to strengthen offerings and delivery capacity. 

• Operational Leadership: Manage team utilization project staffing and financial performance to achieve revenue and margin goals. 

• Innovation & Enablement: Drive adoption of new CRM capabilities AI-powered workflows and industry-specific solutions across your team and customers. 

Qualifications :

What Were Looking For 

• Experience: 

• 8 years in professional services or consulting with at least 3 years in people management roles. 

• Proven track record leading teams delivering CRM implementations (Salesforce Microsoft Dynamics Pega ServiceNow or similar SaaS platforms). 

• Experience working with industry workflows (Financial Services Insurance Retail or Telecom preferred). 

• Leadership Skills: Strong people manager able to inspire coach and grow talent. Comfortable balancing tactical project oversight with strategic practice development. 

• CRM & SaaS Expertise: Deep understanding of CRM processes (case management sales/service workflows customer engagement). Familiarity with SaaS delivery models and multi-vendor ecosystems. 

• Professional Services Acumen: Background in managing consulting delivery teams including project staffing utilization and engagement governance. 

• Collaboration: Ability to work across functions (Product Sales Customer Success Partners) to drive customer and business outcomes. 

• Education: Bachelors degree in business technology or related field (MBA a plus) or equivalent experience.  

Requirements 

• ServiceNow Certifications maybe obtained within first 90 days. 

• Certified System Administrator  

• Certified Implementation Specialist Customer Service Management  

• Ability to travel to support pre-sales and project implementations.  

Why Join Us 

• Help scale one of ServiceNows fastest growing practices CRM & Industry Workflows. 

• Lead and grow a world-class professional services team. 

• Work at the intersection of technology industry and customer success. 

• Contribute to shaping the future of CRM by leveraging ServiceNows industry-leading platform and AI-powered innovation. 

JV20

For positions in this location we offer a base pay of $146400 - $256200 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 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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