Senior Manager, ITOM & AIOps Solution Consulting

• Full-time
• Employee Type:
  Regular
• Region: EMEA - Europe, Middle East and Africa
• Work Persona:
  Flexible

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.

At Service Now, we put AI to work for people. IT operations is where that matters most. When services slow down or fail, everyone feels it. Our IT Operations Management (ITOM) and AIOps portfolio helps organisations see their whole IT estate, predict issues before they reach users, and resolve them automatically. It sits at the heart of our Autonomous IT story.

Our UK & Ireland Specialist Presales Solution Consulting organisation is going through a significant evolution. We’re bringing separate specialist teams together into one organisation with one way of working: one front door for requests, deployment based on deal criteria rather than availability, and a shared set of measures across every domain. We’re doing it because customers buy the platform, not individual products, and our specialists need to show up as one team.

We’re looking for a Senior Manager to lead our ITOM and AIOps presales specialists through this change. This is a quota-carrying sales leadership role and a first-line people leadership role in equal measure. You’ll build a high-performing team, bring them with you through a new operating model, and make sure their expertise reaches the deals and customers where it makes the biggest difference.

How you’ll work with sales

Your team brings specialist depth when an opportunity needs it, and you share accountability for the result. In practice, that means:

• Partnering with the Solution Consulting Directors in each core industry area:
  Enterprise Industries, Financial Services, Public Sector, Energy Telco & Media, and Ireland. Together you’ll agree which accounts and opportunities to prioritise, how specialists get engaged and how you’ll measure impact.
• Running a criteria-based engagement model. Requests come through a single front door, self-service assets are offered first where they fit, and specialist time goes to the opportunities with the highest stage, value and complexity.
• Building capability across the Core SC community so they can lead standard ITOM conversations and demos with confidence, spot when a specialist is needed, and bring your team in early.
• Creating pipeline with the regions through specialist-led activities such as hands‑on workshops, customer connect sessions and value labs, rather than waiting for opportunities to arrive.

You’ll succeed through influence, not reporting lines. Comfort with matrix management is essential.

What you get to do in this role

Lead and grow a high-performing team

• Recruit, coach and develop a team of ITOM and AIOps specialists, growing experienced and emerging talent alike.
• Set clear expectations, run consistent operational and team cadences, and hold the team to a high standard for customer impact and follow-through.
• Build belonging and momentum in a team that’s adapting to a new way of working.
• Develop specialists into T‑shaped consultants: deep in ITOM and AIOps, and fluent in how IT operations connects to asset management, security, risk and data…