Senior Manager, Expert Services Management - CRM & Industry Workflows

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.

We seek a Senior Manager 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:

• Provides business and/or technical leadership with our Consultants, Customers, and Partners.
• Leading and growing 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, to ensure the accurate solution and scope are being 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 to 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 candidate 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 (team/project management or comparable).
• Significant consulting experience for complex, global organizations.
• Technical delivery and architectural experience with ServiceNow Tx workflows.
• Familiarity with resource management.
• Excellent interpersonal skills, customer-centric attitude and experience working with 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 in 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work.