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- Tasks: Lead a team of experts delivering high-quality ServiceNow solutions to customers.
- Company: Join a dynamic company focused on innovation and customer success.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by guiding teams and enhancing customer experiences.
- Qualifications: Experience in managing teams and consulting for global organisations required.
- Other info: Opportunity for travel within EMEA and a focus on continuous improvement.
The predicted salary is between 80000 - 100000 £ per year.
We seek a Director for our growing Expert Services organization in EMEA Central, focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely, high quality delivery work for ServiceNow customers. This work can consist of consultation, advisory guidance, and implementation work relating to the ServiceNow CRM & Industry Workflows (Customer Service Management, Field Service Management, Sales Order Management, Telco Service Management) products and processes.
What you get to do in this role:
- Provide business and/or technical leadership with our Consultants, Customers, and Partners.
- Lead and grow a team of experts who consult, implement, and configure the ServiceNow Technology Workflows products for our customers and with our partner ecosystem.
- Support services sales teams in sales pursuits, ensuring accurate solution and scope are proposed.
- Partner with internal teams to support training, enablement, product management, and best practices organizations.
- Promote continuous improvement practices for delivery/engagement materials.
- Manage and prioritize multiple and complex initiatives successfully.
Key performance measurements may include, but are not limited to:
- Talent recruitment and development.
- Drive productivity and utilization of your own work and your teams.
- Help maintain and improve customer satisfaction (CSAT) scores.
- Drive ServiceNow product consumption and/or adoption.
- Partially customer‑facing role with some travel within EMEA.
To be successful in this role, the ideal candidates should have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Experience in managing or leading professional services teams.
- Significant consulting experience for complex, global organizations.
- Technical delivery and architectural experience with ServiceNow Tx workflows.
- Familiarity with resource management.
- Excellent interpersonal and customer‑centric skills with experience working in diverse teams.
- Strong organizational and time‑management skills.
- Experience monitoring and summarizing business and financial metrics.
- Proactive attitude, critical thinking, problem‑solving, escalation, and conflict resolution.
- Excellent communication and presentation skills.
- A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction.
- Experience leading and mentoring a team of eight or more employees.
- Experience with people development, including coaching and mentoring for business and technical roles.
- Fluency in English.
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
Director, Expert Services Management - CRM & Industry Workflows employer: ServiceNow
Contact Detail:
ServiceNow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Expert Services Management - CRM & Industry Workflows
✨Network Like a Pro
Get out there and connect with people in the industry! Attend events, webinars, or even local meetups. The more you engage with others, the better your chances of landing that dream job.
✨Showcase Your Expertise
Don’t just talk about your skills; show them off! Create a portfolio or case studies that highlight your past successes in CRM and industry workflows. This will make you stand out when chatting with potential employers.
✨Ace the Interview
Prepare for interviews by researching the company and its culture. Practice common interview questions and think about how your experience aligns with their needs. Confidence is key, so go in ready to impress!
✨Apply Through Our Website
We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team!
We think you need these skills to ace Director, Expert Services Management - CRM & Industry Workflows
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Director, Expert Services Management. Highlight your experience with CRM and industry workflows, and don’t forget to showcase your leadership skills and technical expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've led teams and delivered successful projects in the past.
Showcase Your Soft Skills: We love candidates who can communicate effectively and work well in diverse teams. Make sure to highlight your interpersonal skills and any experience you have in mentoring or coaching others.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets into the right hands. Plus, we want to see your enthusiasm for joining our team at StudySmarter!
How to prepare for a job interview at ServiceNow
✨Know Your ServiceNow Inside Out
Make sure you’re well-versed in the ServiceNow CRM & Industry Workflows. Brush up on the specifics of Customer Service Management, Field Service Management, and Sales Order Management. Being able to discuss these topics confidently will show that you’re not just familiar with the products but also passionate about them.
✨Showcase Your Leadership Skills
As a Director, you'll need to lead a team of experts. Prepare examples of how you've successfully managed teams in the past, focusing on talent development and mentoring. Highlight your experience in driving productivity and improving customer satisfaction scores to demonstrate your capability.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex initiatives. Think of specific scenarios where you’ve integrated AI into workflows or resolved conflicts within a team. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Communicate Effectively
Excellent communication is key for this role. Practice articulating your thoughts clearly and concisely. Be ready to present your ideas and solutions in a way that resonates with both technical and non-technical stakeholders. This will showcase your interpersonal skills and customer-centric approach.