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ServiceNow is seeking a Senior Manager of Commercial Delivery to lead delivery execution across the US Commercial market. In this role, you will oversee successful solution delivery for all commercial customers, build and maintain deep customer relationships, and identify opportunities to maximize business impact within the region.
Key responsibilities include:
- Develop and execute strategic business plans focused on growth, market penetration, competitiveness, and differentiation
- Build and develop your team through coaching, mentoring, and specialty skill development across all roles
- Manage and predictably deliver against Professional Services business metrics (utilization, etc.) and drive proactive actions to ensure future attainment
- Collaborate cross-functionally to ensure successful implementation and expansion of ServiceNow solutions
- Provide active, visible leadership and guidance to a team of ServiceNow professionals
- Cultivate and maintain strong relationships with existing and potential clients, including C-suite engagement
- Stay current on industry and regional trends and develop new business opportunities
- Drive customer satisfaction through high-quality solutions and exceptional service
- Monitor and analyze delivery execution performance metrics to identify improvement areas
- Develop and implement initiatives to enhance operational efficiency and effectiveness
- Build partnerships with internal stakeholders and enable/mentor delivery team members and partner ecosystem
- Travel up to 50% annually, driven by customer needs and internal meetings
Requirements:
- 8+ years of leadership experience in a professional services organization with background in one or more of: PMO leadership, Program/Project Management, Product Management, Services/Solution Sales, Consulting, or Process Engineering (required)
- 8+ years of consulting experience across complex, global organizations
- Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving (AI-powered tools, workflow automation, AI-driven insights, or exploring AI's potential impact)
- Experience leading and mentoring in a matrixed organization
- Experience designing and developing service capabilities and building service portfolios
- Proven ability to influence and consult successfully across enterprise software solutions and/or Digital Transformations
- Experience working with service channel organizations and their partners
- Strong capability to engage customer leaders (including CXO roles) to extract outcome expectations and influence thinking/direction
- Highly motivated, driven, and passionate about the intersection of technology and business challenges
- Dedication to customer success and commitment to continuous improvement
- Strong people development skills including coaching and mentoring for management, business, and technical roles
- Ability to learn, understand, and maintain knowledge of complex technical solutions and present them comprehensively and concisely
- Ability to interface and develop relationships with ServiceNow departments (Product Management, Product Development, Product Marketing, Training, Sales, Pre-sales, Enablement)
- Excellent oral, listening, and written communication skills including presentation, facilitation, and public speaking
- Ability to interact with and influence a wide range of employees from executive management to entry-level across multiple departments
- Ability to drive deliverables and results involving people who do not directly report to you
- Strong organizational and time management skills
- Travel required up to 50%
