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About the Role

This role involves providing day-to-day guidance to Customer Outcomes engagement management staff, ensuring timely and high-quality delivery of implementation projects, and serving as the focal point for delivery questions. It requires ensuring adherence to delivery frameworks, managing revenue, cost, and margin, and fostering strong collaboration with various internal and external teams. Additionally, the role includes significant people management responsibilities such as mentoring, providing leadership for new hires, determining training needs, conducting performance reviews, and supporting staffing with appropriate resources.

Responsibilities

Provide day-to-day guidance to Customer Outcomes engagement management staff.
Ensure timely, high-quality delivery of implementation projects.
Serve as the focal point for delivery questions or concerns from internal stakeholders or customers.
Ensure adherence to the Global Services Delivery Framework and operational excellence in project execution.
Communicate issues affecting scope, budget, or timeliness of delivery to management.
Collaborate with Services Sales, Customer Success, Expert Services, Resource Management, and other Global Delivery teams.
Collaborate and build relationships with account teams and Partners.
Resolve delivery challenges quickly and effectively.
Manage Revenue, Cost, and Margin for regional delivery implementations.
Mentor team members.
Provide direction and leadership for new hires.
Determine training and development requirements for the team.
Produce team and individual training plans.
Conduct performance reviews of the team using KPI results.
Work with the Geography’s Customer Outcomes Delivery Leader to continuously improve team skills and quality.
Work closely with Resource Managers and Global Delivery technology practices to support project staffing.
Provide a feedback loop into Global Delivery for continuous improvement.
Manage team members to achieve utilization targets on a quarterly basis.

Requirements

Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
5+ years of leadership experience in a professional services organization.
Prior background in PMO Leader, Program/Project Management, Consulting, Services or Solution Sales, or Implementation.
10+ years of consulting experience for complex, global organizations.
Experience leading and mentoring a team of twenty or more employees.
Experience designing and developing service capabilities and running service portfolios.
Proven ability to influence and consult successfully on 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 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 skills, including coaching and mentoring for management, business, and technical roles.
Ability to learn, understand, and maintain knowledge of complex technical solutions.
Ability to present complex technical concepts comprehensively and concisely.
Ability to interface and develop relationships with other ServiceNow departments, including Product Management, Product Development, Product Marketing, Training, Sales, Presales, and Enablement teams.
Excellent oral, listening, and written communication skills.
Presentation, facilitation, and public speaking skills.
Ability to interact with and influence a wide range of employees, including senior management and entry-level personnel.
Proactive, self-motivated, and self-directed initiative.
Ability to drive deliverables and results, which involve people who do not directly report to you.
Ability to travel up to 50%.

Skills

AI integration
Leadership
Program/Project Management
Consulting
Services or Solution Sales
Implementation
Service capabilities design and development
Service portfolio management
Influence and consultation (IT Operations, Digital Transformations)
Customer leadership engagement (CXO roles)
Outcome expectation extraction
People development (coaching, mentoring)
Technical solution comprehension and presentation
Relationship development (internal departments)
Oral communication
Listening communication
Written communication
Presentation
Facilitation
Public speaking
Initiative
Driving deliverables and results

Location

North America
Canada
Flexible
Remote

Work Type

Regular
Flexible
Remote

Experience Level

5+ years of leadership experience
10+ years of consulting experience

About the Company

Founded in San Diego, California in 2004 by visionary engineer Fred Luddy.
Global market leader in innovative AI-enhanced technology.
Serves over 8,100 customers, including 85% of the Fortune 500®.
Provides an intelligent cloud-based platform that connects people, systems, and processes.
Purpose is to make the world work better for everyone.

Equal Opportunity

ServiceNow is an equal 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.
All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Strives to create an accessible and inclusive experience for all candidates.
Reasonable accommodation is available for the application process; contact talent.accessibility@servicenow.com for assistance.