Senior Manager, Expert Services Management - CRM & Industry Workflows

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At Service Now, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining Service Now, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity.

We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at Service Now.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At Service Now, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role.

We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

We seek a Senior Manager for our growing Expert Services organization in EMEA Central, focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely, high quality delivery work for Service Now customers. This work can consist of consultation, advisory guidance, and implementation work relating to the Service Now CRM & Industry Workflows (Customer Service Management, Field Service Management, Sales Order Management, Telco Service Management) products and processes.

• Provides business and/or technical leadership with our Consultants, Customers, and Partners.
• Leading and growing a team of experts who consult, implement, and configure the Service Now Technology Workflows products for our customers and with our partner ecosystem.
• Support services sales teams in sales pursuits, to ensure the accurate solution and scope are being proposed
• Partner with internal teams to support training, enablement, product management, and best practices organizations.
• Promote continuous improvement practices for delivery/engagement materials
• Manage and prioritize multiple and complex initiatives successfully
• Key Performance Measurements may include but are not limited to:
• Talent recruitment and development
• Drive productivity and utilization of your own work and your teams
• 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 EMEA

To be successful in this role, the ideal candidate should have:

• 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 managing or leading professional services teams (team/project management or comparable)
• Significant consulting experience for complex, global organizations
• Technical delivery and architectural experience with Service Now Tx workflows
• Familiarity with resource management
• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
• Strong organizational 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
• A track record of distilling customer needs from leaders (including CXO…