ServiceNow · 1 month ago
Sr. Mgr, Expert Services - Commercial
Two Addison Circle 15725 North Dallas Parkway Suite 200, Addison, TEXAS, United States
Full-time
Onsite
Senior Level, Lead/Staff, Director/Executive
10+ years expServiceNow is a global market leader in innovative AI-enhanced technology. The Senior Manager, Expert Services is responsible for delivery execution and people management within the Customer Engagement team, ensuring high-quality service and adherence to operational standards.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Provide day-to‐day guidance to Customer Outcomes engagement management staff to ensure timely, high quality delivery of implementation projects
Be the focal point for delivery questions or concerns from internal stakeholders or customers. This could include – customer governance calls, internal project reviews and escalations
Ensure adherence to the Global Services Delivery Framework and operational excellence through high degree of rigor and attention to detail on project execution – including planning and revenue forecasting
Clearly communicate to management issues that may affect scope, budget or timeliness of delivery of a world class customer experience
Strong collaboration with Services Sales, Customer Success, Expert Services, Resource Management and other Global Delivery teams to achieve outstanding customer delivery
Strong collaboration and relationship building with account teams and Partners to achieve outstanding customer delivery
High ability to resolve delivery challenges quickly and effectively in an effort to minimize impact on budget and timelines while maintaining high customer satisfaction levels
Management of Revenue, Cost and Margin for regional delivery implementations
Serve as a mentor to team members
Provide direction and leadership for new hires, ensuring adherence to the enablement plan and new hire ramp times
Determine training and development requirements for team and produce team and individual training plans. Adapt these as necessary to meet the changing needs of the organization
Conduct performance reviews of team using KPI results and other factors
Work with the Geography’s Customer Outcomes Delivery Leader to continuously improve the skills and quality of the individuals in the organization
Work closely with Resource Managers and Global Delivery technology practices to support the staffing of projects with the right resources, with the right skills, at the right time
Provide a feedback loop into Global Delivery for resource, process and technical continuous improvement
Manage team members to achieve utilization targets on a quarterly basis
Financial – Revenue, Cost and Margin
People – Billable and Productive utilization
Customer – Customer Satisfaction scores for region
People – Personal growth and development of staff
People – Productive and billable utilization
People – Strong Employee Voice Survey results
Customer – Delivery Backlog Management
Qualification
Required
5+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required): PMO Leader, Program/Project Management, Product Management, Services or Solution Sales, Implementation, Process Engineering
10+ years of consulting experience for complex, global organizations
Experience in leading and mentoring a team of twenty or more employees
Experience designing and developing service capabilities and developing and running service portfolios
Proven ability to influence and consult successfully on the subject of IT Operations and/or Digital Transformations
Experience working with service channel organizations and their partners
Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions
Highly motivated, driven and passionate about the intersection of technology and business challenges
Dedication and commitment to customer success
A determination to make things better each day
Strong people development, including coaching and mentoring for management, business and technical roles
Ability to learn, understand and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise manner
Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams
Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills
Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number of ServiceNow departments
Initiative - Proactive, self-motivated, and self-directed
Ability to drive deliverables and results, which involve people who do not directly report to you
Strong organizational and time management skills
Understanding and prior use of business tools and/or software, such as: ServiceNow Platform, or similar platform-based solution, MS Office 365 (Word, PowerPoint, Excel, Visio, Project), Professional Services Automation tools, such as NetSuite OpenAir, Business Intelligence tools, such as Tableau, Workforce management tools, such as Workday
Travel required up to 50%
Business Opportunity Identification, Analysis and Development
Consultative Perspective
Directs Work
Ensures Accountability
Interpersonal Savvy
Manages Change
Manages Complexity
Manages Conflict
Optimizes Work Processes
Plans and Aligns
Project Management / Leadership
Persuades
Staffing, Capacity Planning, Market Support and Operations
Strategic Mindset
Strategic Planning and Analysis
Synthesizing and Simplifying
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
William McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
mescomputing.com
2026-01-24
2026-01-24
2026-01-23
Company data provided by crunchbase