Senior Manager, CRM & Industry Expert Services

Senior Manager, CRM & Industry Expert Services

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

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.

We believe work matters. It’s where we spend a third of our lives. We are dedicated to creating a great workplace of the future by putting people at the heart of everything we do.

We are seeking a Senior Manager to join our growing Expert Services team supporting CRM and Industry Workflows. This leader will manage a team of Solution Architects and Consultants who partner with customers to design and implement CRM solutions on the Service Now platform. The Sr. Manager will play a critical role in enabling customer success, ensuring high‑quality project delivery, and driving growth of the CRM & Industry Expert Services practice.

• Lead & Develop Talent:
  Manage and mentor a high‑performing professional services team, including Solution Architects, Technical Consultants, and Business Consultants. Build career paths, set performance expectations, and foster a culture of customer success and innovation.
• Delivery Excellence:
  Oversee the successful implementation of CRM and Industry workflow projects, ensuring engagements are delivered on time, within scope, and with the highest level of quality.
• Customer Partnership:
  Act as a trusted advisor to executives and stakeholders, helping them maximize value from the Service Now platform through industry‑specific CRM solutions.
• Practice Development:
  Contribute to building delivery methodologies, playbooks, and accelerators to scale the CRM & Industry practice. Partner with GTM, Product, and Partner organizations to strengthen offerings and delivery capacity.
• Operational Leadership:
  Manage team utilization, project staffing, and financial performance to achieve revenue and margin goals.
• Innovation & Enablement:
  Drive adoption of new CRM capabilities, AI‑powered workflows, and industry‑specific solutions across your team and customers.

• 8+ years in professional services or consulting, with at least 3+ years in people management roles.
• Proven track record leading teams delivering CRM implementations (Salesforce, Microsoft Dynamics, Pega, Service Now, or similar SaaS platforms).
• Experience working with industry workflows (Financial Services, Insurance, Retail, or Telecom preferred).
• Leadership
  
  Skills:
  
  Strong people manager, able to inspire, coach, and grow talent. Comfortable balancing tactical project oversight with strategic practice development.
• CRM & SaaS Expertise:
  Deep understanding of CRM processes (case management, sales/service workflows, customer engagement). Familiarity with SaaS delivery models and multi‑vendor ecosystems.
• Professional Services Acumen:
  Background in managing consulting delivery teams, including project staffing, utilization, and engagement governance.
• Collaboration:
  
  Ability to work across functions (Product, Sales, Customer Success, Partners) to drive customer and business outcomes.
• Education:
  
  Bachelor’s degree in business, technology, or related field (MBA a plus) or equivalent experience.

• Service Now Certifications – maybe obtained within first 90 days.
• Certified System Administrator
• Certified Implementation Specialist – Customer Service Management
• Ability to travel to support pre‑sales and project implementations.

• Help scale one of Service Now’s fastest growing practices – CRM & Industry Workflows.
• Lead and grow a world‑class professional services team.
• Work at the intersection of technology, industry, and customer success.
• Contribute to…