Sr Mgr, Management Consulting

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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The Sr. Manager, Management Consulting will be responsible for developing and maintaining senior executive relationships across 2-3 accounts while coaching and mentoring a team of Success Architects. The primary objective is to drive measurable customer outcomes that accelerate product adoption, support renewals, and create expansion opportunities for Service Now.

What you get to do in this role:

+ Manage a team of 2-4 Success Architects, providing day-to-day coaching, guidance, and professional development support

+ Build and sustain strong relationships with VP- and C-level stakeholders across assigned accounts, as well as with key ecosystem partners

+ Support 2-3 large enterprise accounts, developing a deep understanding of each client's business objectives and translating them into actionable customer roadmaps

+ Define, track, and communicate business value realization, including benchmarking against agreed customer outcomes

+ Execute co-delivery models in alignment with Service Now best practices, ensuring consistent quality and client satisfaction

+ Develop and implement implementation strategies that accelerate time to value for customers

+ Establish account delivery governance frameworks and operating models in partnership with internal stakeholders

+ Contribute to thought leadership on how advisory, expert services, and co-delivery models can be continuously improved

+ Deliver high customer satisfaction scores, quality assurance standards, and profitability targets across your assigned portfolio

To be successful in this role you have:

+ Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving - including use of AI-powered tools, workflow automation, AI-driven analytics, or evaluating AI's impact on your function or industry

+ Minimum 5 years in a management consulting or customer success leadership role at a high-performing consulting firm or equivalent, with a focus on technology-enabled transformation (Digital / SaaS / Enterprise Software)

+ Demonstrated experience leading and developing a team of individual contributors in a client-facing environment

+ Proven track record of driving outcomes at Fortune 500-1000 accounts

+ Strong understanding of the drivers and imperatives behind digital transformation across industries

+ Solid depth in digital transformation design, professional services implementation, and ongoing management of strong team

+ Functional expertise in at least two industry verticals, with working knowledge of one or two additional industries

+ Experience in middle and back office functions, including Project Accounting in IT, HR, and GBS transformation

+ Ability to develop trusted relationships with VP- and Director-level business and technology leaders (CIO, CFO, CHRO office)

+ Track record of identifying business challenges and partnering with clients as a key member of the account team to solve them

+ Experience collaborating with internal account functions and external partners, including consultancies, technology implementation firms, Big 4, and GSIs

+ 3+ years of large program experience, including multi-tracked programs and organizational change management (OCM)

+ Familiarity with one or more Service Now product suites

+ Demonstrated ability to meet or exceed customer KPIs while contributing to account expansion and renewal goals

** Work Personas*
* We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in…