Senior Manager, Expert Services

Senior Manager, Expert Services

Our company, ServiceNow, is a global market leader in AI-enhanced technology. We connect people, systems, and processes to empower organizations to work smarter, faster, and better. Job Description

• Delivery Oversight:
• Provide guidance to Customer Outcomes engagement management staff on timely, high-quality delivery of projects.
• Be the focal point for delivery questions or concerns from internal stakeholders or customers.
• Ensure adherence to the Global Services Delivery Framework and operational excellence through rigor and attention to detail on project execution.
• Communicate issues affecting scope, budget, or timeliness of delivery to management.
• Collaborate with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams to achieve outstanding customer delivery.
• Manage Revenue, Cost, and Margin for regional delivery implementations.
• People Management:
• Serve as a mentor to team members.
• Provide direction and leadership for new hires, ensuring adherence to the enablement plan.
• Determine training and development requirements for team and produce individual training plans.
• Conduct performance reviews of team using KPI results.
• Work with the Geography's Customer Outcomes Delivery Leader to continuously improve the skills and quality of the individuals in the organization.
• Manage team members to achieve utilization targets on a quarterly basis.