Senior Manager, Expert Services Management CRM & Industry Workflows

We seek a Senior Manager for our growing Expert Services organization in EMEA Central focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely high quality delivery work for ServiceNow customers. This work can consist of consultation advisory guidance and implementation work relating to the ServiceNow CRM & Industry Workflows (Customer Service Management Field Service Management Sales Order Management Telco Service Management) products and processes. 

What you get to do in this role: 

• Provides business and/or technical leadership with our Consultants Customers and Partners. 
• Leading and growing a team of experts who consult implement and configure the ServiceNow Technology Workflows products for our customers and 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 EMEA 

Qualifications :

To be successful in this role the ideal candidate should have: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 
• Experience in managing or leading professional services teams (team/project management or comparable) 
• Significant consulting experience for complex global organizations 
• Technical delivery and architectural experience with ServiceNow Tx workflows
• 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 :

ServiceNow is an Equal Employment 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.

At ServiceNow we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you may contact us at  for assistance.

For positions requiring access to technical data subject to export control regulations including Export Administration Regulations (EAR) ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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Remote Work :

No

Employment Type :

Full-time