Manager, Expert Services Management – Itam/itom

Manager, Expert Services Management – ITAM/ITOM

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We seek a Manager for our Expert Services organization in AMS, focused on all aspects of leading a team of Business and Technical Consultants in delivering timely, high-quality work for ServiceNow customers. This includes consultation, advisory guidance, and implementation across the ServiceNow Platform, with a focus on ITOM and ITAM core platform capabilities.

Key Responsibilities

· Provides business and/or technical leadership with our Consultants, Customers, and Partners.

· Leading and growing a team of experts who consult, implement, and configure ServiceNow's core Platform capabilities, including ITOM and ITAM capabilities, for our customers and in collaboration 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 Americas region.

To be successful in this role you have:

Qualifications

· Significant consulting experience for complex, global delivery organizations

· Technical delivery and architectural experience with ServiceNow Platform capabilities (ITOM and/or ITAM)

· Familiarity with resource management

· Excellent interpersonal skills, customer-centric attitude and experience working with a diverse team

· 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

For positions in this location, we offer a base pay of $121,700-$213,000 plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.

Compensation is based on the geographic location in which the role is located and is subject to change based on work location.