Director of Expert Services, CRM&I

Company Description

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.

The Team

The Customer Outcomes team at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, the CRM&I Expert Services practice focuses on delivering Service Now CRM products—including Customer Service Management, Field Service Management, and Sales CRM—across direct Service Now-led engagements and partner co-delivery models. The team drives best-practice adoption, platform value realization, and scalable delivery to help customers get the most from their Service Now investment.

The Role

The Director, CRM&I Expert Services leads a team of 10–15 Solution Architects, Business Process Consultants, and Technical Consultants within our Expert Services organization, responsible for all aspects of delivering timely, high-quality work for Service Now customers. This team has direct billable roles in Service Now-led customer engagements, as well as advisory or leadership roles in a co-delivery model with our partner ecosystem.

Regardless of the delivery model, the objective of the team is to drive best practice and platform operating efficiency into our customers’ environments to ensure scalability and maintainability.

What you get to do in this role:

• Develop and execute the Americas CRM&I business plan, including strategy for growth and market penetration, competitiveness, and differentiation.
• Support service and product selling motions in the form of accurate delivery scoping and delivery strategy
• Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and Service Now-led implementation work.
• Provide business and technical leadership with our Consultants, Customers, and Partners – often in a billable capacity within an engagement.
• Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing Solution Architects, Business Process Consultants, and Technical Consultants who architect, consult, implement, and configure the Service Now CRM products (CSM, FSM, Sales CRM) for our customers and with our Partner Ecosystem.
• Partner with internal teams to support training, enablement, product management, and best practices organizations.
• Promote and drive continuous improvement practices for delivery/engagement materials
• Maintain and strengthen cross-functional relationships with product teams
• Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption

To be successful in this role you have:

• 8+ years of leadership experience in a professional services organization in one (or more) of the following roles (required):
  • Practice Management
  • Program/Project Management
  • Implementation
  • Process Engineering Product Management
• 12+ years of consulting experience for complex, global organizations, preferably in a customer-facing business process or CRM implementation capacity
• Experience managing professional services forecasting, resourcing, and capacity
• Experience working within Agile or Scaled Agile frameworks
• Required industry certifications:
  • Certified Service Now Administrator (CSA)
  • Certified Implementation Specialist – Customer Service Management (CIS-CSM) (required)
• Experience in technical consultative pre-sales environments, scoping and solutioning services engagements and crafting statements of work
• Experience designing and developing services…