Manager

Description:

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

A Manager in the Customer Workflows Expert Service team is a position in our professional services (Customer Outcomes) organisation 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 platform products and processes. This position will manage a team across APJ, and reports to the APJ Customer Workflows leader.

What You Get To Do In This Role

• Provide business and technical leadership to our Consultants, Customers, and Partners – often in a billable capacity within an engagement.
• Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing experts who consult, implement, and configure the ServiceNow Customer Workflows products for our customers and with our Partner Ecosystem.
• Define and manage metrics and KPIs for team members.
• Support services go to market motion in sales pursuits, to propose strategy and ensure leading practice solutions and accurate delivery scoping.
• Partner with internal teams to support training, enablement, product management, and best practices organisations.
• Promote and drive continuous improvement practices for delivery/engagement materials
• Build and nurture the Business Unit (BU) relationship through partnership for joint goals.
• Meet with customer leadership to position the use of expert resources as part of different engagement models, including co-delivery with partners, advisory expertise, and independent implementation work.
• Collaborate with the Leading Practice resources in the design and build of the portfolio for Platform products and capabilities with BUs, Solution Consulting, Marketing, and Innovation organisations.
• Key Performance Measurements may include but are not limited to:
  • Traditional professional services business measurements (budgets, revenue, etc.)
  • Productivity / utilisation
  • Customer satisfaction scores
  • Product consumption and/or adoption
  • Talent recruitment and development