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ServiceNow is seeking a Manager of Expert Services Management to lead and scale the international delivery organization outside the Americas. This role combines team leadership, cross-functional collaboration, and delivery excellence to ensure successful customer outcomes across multiple regions.
Key Responsibilities:
Team Leadership & Management: Lead and mentor an international team of Deployment Engineers and Project Managers, scaling the organization to support growing delivery demands. Own and scale the partner ecosystem across international regions, driving the Armis partner enablement strategy and managing partner-delivered functions. Manage resource allocation and workload balancing to ensure project health. Drive a culture of accountability, reinforcing global processes and roles/responsibilities to maintain alignment with the worldwide delivery organization.
Cross-Functional Collaboration: Partner with Sales, Customer Success, and Partner Success teams across international regions to ensure seamless transitions from initial deployment to long-term adoption. Act as the international stakeholder in the sales-to-delivery handoff process, representing delivery interests consistently. Work with Product and Engineering teams to manage and prioritize feature requests and technical requirements. Align processes and workflows across international regions to ensure consistency and adherence to global standards.
Delivery Excellence & Value Realization: Ensure timely delivery of all projects across international regions, tracking rigorously against deployment timelines and department objectives. Drive "Value Realization" by ensuring technical configurations align with the customer's specific business outcomes and security use cases. Act as the primary point of contact for escalations across international regions, resolving complex delivery blockers with urgency.
Reporting & Governance: Maintain high-level executive reporting, providing leadership with clear visibility into project status, risks, and performance KPIs across international regions. Standardize delivery workflows across international regions in accordance with Armis' global best practices.
Requirements:
- 5+ years of experience in Professional Services, Technical Delivery, or Customer Success within the Cybersecurity or enterprise SaaS space, including experience operating across multiple international markets
- At least 5 years of management experience leading global teams, with proven experience leading larger, geographically distributed organizations, including managing people managers, technical roles (Engineers), and operational roles (Project Managers) across multiple countries and regions
- Demonstrated success leading delivery organizations across international regions, with the ability to align international teams, partners, and processes under a unified operating model
- Exceptional verbal and written communication skills, with the ability to present technical data to C-suite executives
- Strong understanding of enterprise networking, IoT/OT security, and the Armis product suite
- Track record of managing high-pressure customer escalations and driving them to resolution
- People-first communicator comfortable with customer-facing responsibilities
- Willingness to travel up to 25% of the time
