Sr. Mgr, Expert Services - Commercial

3 days ago Be among the first 25 applicants

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 — Service Now 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.

• Service 1‑2 VLE/LE Accounts
• Develop strong executive relationships with Enterprise Architect, C‑Level Executives and business leaders
• Understand business objectives and outcomes to support the Success Architect in developing a customer roadmap
• Enterprise Architecture
• Responsible for analyzing and translating business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives
• Engages with customer enterprise architects to position Service Now as the digital transformation platform integrated with the core systems
• Assist Customer Outcomes sales with Staffing and Scoping Projects
• Advocate/champion Service Now’s advisory and expert services best practices and industry use cases with clients
• Work with clients and Service Now teams to establish delivery operating model governance to ensure successful go‑lives, end‑user adoption and on‑going support
• Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co‑Delivery can optimize to achieve customer outcomes
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points
• Define solutions across the platform that align to out of the box capabilities
• Support the sales effort scoping and estimation that refine the customer vision and capabilities into activities and estimates
• Deliver high customer sat metrics for assigned accounts
• Manage a team of 4 – 8 Platform Architects
• Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
• Responsible for the successful achievement of the Platform Architect KPIs, Quality Assurance of the customer engagements for your direct reports

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision‑making, or problem‑solving. This may include using AI‑powered tools, automating workflows, analyzing AI‑driven insights, or exploring AI's potential impact on the function or industry.
• Minimum 3‑5 years in management consulting leadership role at a top‑tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
• Proven track record of success at F50‑500 accounts
• Understanding of issues and imperatives driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Deep expertise in one industry, “minors” in one or two additional industries
• Middle and back office functional experience
• Transformation experience
• Strong executive relationships with CIO, CFO, CHRO and business line leaders
• Experience identifying business objectives and solving business challenges
• Experience serving as part of a key client account leadership team
• Successful experience integrating with other account functions in developing and implementing account strategies and Customer Outcomes plans
• Experience owning outcomes/accountability to a CxO position
• Co‑Delivery experience with Big 4, large SIs
• Knowledge of Service Now - minimal, ideal is knowledge and experience with multiple Service Now product suites
• Successful track record of managing high performing teams
• Player Coach / Mentality
• Demonstrated success managing teams to KPIs across a portfolio of customer engagements

Service Now is an equal opportunity…