Mgr Expert Services Mgmt

Job Description

We are looking for a Manager in 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 Service Now customers. This includes consultation, advisory guidance, and implementation across the Service Now Platform, with a focus on RISK and Security product capabilities.

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 make the world work better for everyone.

We are looking for a Manager in 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 Service Now customers. This includes consultation, advisory guidance, and implementation across the Service Now Platform, with a focus on RISK and Security product capabilities.

• Provide project oversight - Provide business and/or technical leadership with our Consultants, Customers, and Partners
• Leading and growing a team of experts who consult, implement, and configure Service Now’s Risk and Sec Ops product 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
• Serve as a people manager leading, mentoring, guiding, and being available for conversations of growth
• Partner with internal teams to support training, enablement, product management, and drive leading practices
• Promote practice development via continuous improvement practices for delivery/engagement, strategy and growth, and scalability
• Manage and prioritize multiple and complex initiatives successfully
• Recruitment and development of people
• Drive productivity and utilization of your own work, your reportees, and overall practice
• Help to maintain and improve customer satisfaction (CSAT) scores
• Drive Service Now product consumption and/or adoption
• Partially customer-facing role with some travel within Americas region.

• Significant consulting experience for complex, global delivery/ professional services teams
• Technical delivery and architectural experience with Service Now Risk
  Sec Ops capabilities
• Familiarity with resource management
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Strong organizational, prioritization, 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 – ability to have difficult conversations internally and with customers
• A track record of setting expectations with customers, driving teams with conviction, distilling customer needs from leaders (including CXO roles) to provide guidance and direction
• Experience with people development, including coaching and mentoring for business and technical roles.
• Fluency in English

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third‑party service.

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion,…