Senior Manager, Expert Services

Senior Manager, Expert Services

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.

Job Description

As a Senior Manager, Expert Services, you will lead a team of Expert Services Managers, each overseeing 4-8 Technical & Business Process Consultants. Your role is critical in developing strong executive relationships with Enterprise Architects, C-Level Executives, and business leaders, helping them understand business objectives to support Success Architects in customer roadmap development.

You will be deeply involved in Enterprise Architecture, analyzing and translating business information and technical requirements into architectural blueprints that outline solutions for complex business objectives. Engaging with customer enterprise architects, you'll position ServiceNow as the digital transformation platform, integrated with core systems. This role also supports Customer Outcomes sales by assisting with staffing and scoping projects, and advocating for ServiceNow’s advisory and expert services best practices and industry use cases with clients.

A key responsibility is working with clients and ServiceNow teams to establish delivery operating model governance, ensuring successful go-lives, end-user adoption, and ongoing support. You will contribute thought leadership through methodologies and white papers on how Advisory, Expert Services, and Co-Delivery can optimize customer outcomes. Expect to guide customers through prescriptive solution design and manage technical implementation decision points, defining platform solutions that align with out-of-the-box capabilities. You'll also support sales efforts by scoping and estimating projects that refine customer vision into actionable activities. A primary objective is to deliver high customer satisfaction metrics for assigned accounts.

This position also encompasses all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance, and mentoring. You are ultimately responsible for the successful achievement of Platform Architect KPIs and Quality Assurance of customer engagements for your direct reports.

Qualifications

To excel as a Senior Manager, Expert Services, you should possess:

• Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving, including using AI-powered tools, automating workflows, or analyzing AI-driven insights.
• Experience in a professional services leadership role at a technology vendor (Digital/SaaS/Enterprise Software) or a top-tier consulting company focused on digital transformation enablement.
• A proven track record of success at F50-500 accounts.
• A deep understanding of issues and imperatives driving digital transformation across various industries.
• Expertise in digital transformation design, implementation, and management.
• Deep expertise in one industry, with