Director, Expert Services

What you get to do in this role:

• You will report to the Expert Services Leader in Japan. You and your team will actively work with customers and alongside partners to provide ServiceNow Platform leading practice guidance. To achieve excellent business outcomes underpinned by a technically healthy platform this team must be at the forefront of these leading practices collaborating across ServiceNow to both receive the latest standards but also to feedback and support their continuous improvement.
• You are accountable for partnering with ServiceNow account teams and across Customer Outcomes to allocate the right consultant at the right time in the right place. Driving best in class execution utilization management measurable KPIs and SLAs determining success building a world class team that can not only deliver but in many cases partner with sales teams to help articulate the value proposition of Platform Architecture services.
• Additionally you must have the ability to continuously learn and improve from our customers your team and from our Product Development and Sales Teams.  This feedback loop is critical to constant innovation improvement and growth of the overall Platform Architecture capability in the GEO both directly as well as through Customer Outcomes Excellence and Product Development.
• Delivery success criteria such as time to value accuracy health scan and NPS
• Talent and roles rotation to Customer Outcomes strategy
• Productivity / Utilization
• Subject Matter Expertise
• Technical Consultative Skills
• Cost to serve/margin
• Employee Voice Survey
• Training Hours
• Talent development and recruitment

Qualifications :

To be successful in this role you 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.
• Matrix management leadership experience
• Experience in running Professional Services Organizations both internally and in the field.
• Strong understanding and experience of the Services Integration (SIs) operating model having worked with or for large SIs.
• To demonstrate strong business ownership embrace accountability and be a hands-on people-centric leader
• To have a growth mindset and be driven to constantly find and execute learnings to improve the execution and organization for the benefit of our customers and talent
• A proven track record in successfully navigating customers through complex situations
• To be proactive critical thinking problem solving manage escalation ensure conflict resolution a thought leader at executive level
• Global thinker/background
• Servant leader
• Accountable and inclusive Change Agent with confidence and credibility
• Familiarity with ServiceNows offerings
• Enterprise Architect certification (Togaf IT4IT etc)
• Excellent communication skills both verbal and written skill
• Customer facing presence with business outcome orientation in Service Delivery
• Technical consultative skills
• Experience managing consultant utilization and Service Demand forecasting
• Experience creating and managing metrics and Key Performance Indicators
• Experience with personnel management and staff development on an EMEA Level
• Software implementation and Business Process background
• Service Offering Portfolio Creation and Innovation
• Best Practice desire and re-invention capability
• Enterprise approach with a global reach
• Must be fluent in Japanese
• Must be authorized to work in Japan

JV20

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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Remote Work :

No

Employment Type :

Full-time