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ServiceNow's Customer Excellence Group (CEG) Expert Services team is seeking a Senior Manager to lead a team of specialized consultants focused on ServiceNow platform delivery across Tech, Core Business, SecOps, and IRM workflows, as well as the Now Assist product area.
In this role, you will manage and develop a team of consultants driving customer adoption, satisfaction, and business value realization. You'll champion customer transformation initiatives, ensuring ServiceNow solutions align with business objectives and deliver measurable outcomes. You'll provide strategic and technical leadership to customers, partners, and internal teams, serving as the focal point for delivery matters and escalations.
Key responsibilities include:
- Developing and leading a specialized consultant team with a strong focus on enablement, professional development, and values-led culture
- Contributing to billable work (20% utilization target) with active solution governance and hands-on guidance on complex projects
- Driving collaboration, knowledge sharing, and continuous learning across the team and organization
- Supporting business development and go-to-market efforts, including pre-sales, scoping, presentations, and proposal development
- Shaping service offerings and best practice implementation methodologies in partnership with Product, Sales, and Enablement teams
- Coaching and mentoring team members with structured training plans and regular performance reviews
- Resolving delivery challenges to protect timelines, budgets, and customer satisfaction
Performance will be measured on professional services business outcomes (bookings, revenue, margin), team productivity and billable utilization, customer satisfaction scores, product consumption and adoption, talent development, team readiness and capability building, and innovation in ServiceNow deployments.
Travel requirements will vary based on business needs.
QUALIFICATIONS:
- 10+ years in consulting or professional services with focus on enterprise-wide business transformation solutions
- Proven leadership experience in a professional services environment with ability to inspire, mentor, and develop diverse teams
- Experience managing teams or leading large-scale customer engagements
- Experience working with customers on ServiceNow platform across various workflows (Tech, Core Business, SecOps, IRM) and NowAssist
- 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 track record of distilling customer needs and providing prescriptive guidance
- Experience in SaaS platforms, enterprise architecture, or digital transformation
- Technical delivery experience with ServiceNow, at minimum in Tech workflow, ideally across multiple workflows
- Willingness to pursue relevant certifications and continuous learning in ServiceNow ecosystem
- ServiceNow certifications preferred (CTA/CMA highly desired); additional certifications in Flow Designer, Service Portal, Virtual Agent, etc. beneficial
- Strong relationship-building skills with internal teams, partners, and customers
- Commitment to fostering inclusive and equitable workplace
- Comfort navigating ambiguity with agility to adapt to rapid change
- Proactive, self-motivated, and self-directed approach
- Clear and effective communication with ability to simplify complex concepts
- Influential presentation and facilitation ability across varied audiences
- Passion for driving innovation and continuous improvement
- Customer-centric approach and customer-first mindset
