Senior Manager, Expert Services (CRM and Industry 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 focused 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 Sales and Order Management and Industry Workflows. 

This position will manage a team of consultants across APAC and reports to the APAC ES CRM & Industries leader.  

What You Get to Do in This Role 

• Develop and lead a team of CRM&I-focused consultants fostering growth enablement and professional development. 
• Championcustomer transformation designing and architecting ServiceNow and CRM&I solutions that align with business needs and industry best practices to drive measurable outcomes. 
• Provide strategic and technical leadership to customers partners and internal teams driving the adoption of best practices in ServiceNow architecture and development focusing on scalability performance and maintainability. 
• Contribute tobillable work (20% utilisation target) ensuring hands-on engagement in complex projects. 
• Drive a culture ofcollaboration knowledge sharing and continuous learningwithin the team. 
• Support business development and go-to-market efforts including pre-sales scoping and proposal development. 
• Partner with internal teamsProduct Sales Enablementto align delivery capability and methodology with broader ServiceNow objectives developing and refining service offerings and best practices and feedback on go-to-market activities and product implementations.

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 large-scale customer engagements. 
• Strong relationship-building 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 enterprise-wide business transformation solutions. 
• Industry domain expertise and experience working with customers in 1 or more of the following industry verticals - Telecommunications Banking/Financial Services Healthcare Government. 
• Strong problem-solving 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 while also providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.

Technical Expertise 

• Experience in SaaS platforms enterprise architecture or digital transformation.
• Technical delivery experience with ServiceNow ideally in CRM & Industry workflows or other CRM&I related offerings.
• Certifications in Salesforce (e.g. Service Cloud Consultant Architect) and/or ServiceNow (e.g. Certified System Administrator Certified Application Developer) are preferred. 
• Maintain skills/certifications on CSM (Customer Service Management) and/or FSM (Field Services Management) and/or Industry product offerings such as Telecommunications Financial Services HealthCare and Life Sciences for CRM & Industry Workflows and continuous learning in the ServiceNow ecosystem and Industry verticals.
• Minimum of 5 years of experience developing enterprise architectures and technical roadmaps with integrations with Customer Facing Portals Core Case Management Systems Transactional Based Systems Document Management Platforms Data Warehouses etc. 
• Strong understanding of industry specific systems architecture security use cases workflows personas industry standards compliance and regulatory requirements (Ex. HIPPA PHI PII KYC AML PCI DSS Reg E Reg Z etc.) typically found in the ndustry ecosystems. 
• 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. 

Other Qualities That Will Help You Succeed 

• Atransformation mindset focused on delivering long-term 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. 

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. 

From Fortune. 2026 Fortune Media IP Limited. All rights reserved. Used under license. . 

Remote Work :

No

Employment Type :

Full-time