Sr Mgr, Commercial Delivery

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, f errar, 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.

As the Sr. Manager Commercial Delivery, you will play a pivotal role in driving delivery execution across our US Commercial market. You will be responsible for overseeing successful solution delivery across all commercial customers, fostering deep and meaningful customers relationships, and maximizing business opportunities within the region.

• Develop and execute against the strategic business plan, including strategy for growth and market penetration, competitiveness, and differentiation.
• Develop your team and people including coaching, mentoring and specialty skill development for all roles
• Manage and predictably deliver against traditional Professional Services business measurements (e.g. utilization) and proactively drive actions to help ensure future attainment of these measures is possible
• Collaborate with cross-functional teams to ensure successful implementation and expansion of Service Now solutions.
• Provide active and visible leadership and guidance to a team of Service Now professionals.
• Cultivate and maintain strong relationships with existing and potential clients.
• Stay abreast of industry and regional trends along with development of new business opportunities.
• Drive customer satisfaction by delivering high-quality solutions and exceptional service.
• Execute with customer centricity as a core value.
• Monitor and analyze delivery execution performance metrics to identify areas for improvement.
• Develop and implement initiatives to enhance operational efficiency and effectiveness.
• Build and nurture relationships with internal stakeholders through partnership for joint goals.
• Engage and build meaningful relationships with senior leadership or even CXO roles to support discussions related to their implementation roadmap.
• Promote continuous improvement practices for delivery/engagement.
• Enable and mentor members of the Service Now delivery team and partner ecosystem.
• Up to 50% travel annually, driven by customer needs and internal meetings.

• 8+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required):
  • PMO Leader, Program/Project Management
  • Product Management
  • Services or Solution Sales
  • Consulting
  • Process Engineering
• 8+ years of consulting experience across complex, global organizations.
• 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.
• Experience in leading and mentoring a in a matrixed organization.
• Experience designing and developing service capabilities and developing & building on service portfolios.
• Proven ability to influence and consult successfully across enterprise software solutions, and/or Digital Transformations.
• Experience working with service channel organizations and their partners.
• Strong experience and capability to speak to…