Senior Manager, Expert Services (Tech / Core Business / Sec Ops / IRM)

About the Position

Senior Manager, Expert Services (Tech / Core Business / Sec Ops / IRM)

Join ServiceNow's Customer Excellence Group as a Senior Manager, Expert Services, leading a team of consultants in driving business outcomes.

Responsibilities

• Develop and lead a team of ServiceNow platform and Tech/Core Business/SecOps/IRM specialized consultants, fostering values-led culture with strong team engagements, enablement, and ongoing professional development.
• Champion customer transformation, ensuring ServiceNow solutions align with business goals and drive measurable outcomes.
• Provide strategic and technical leadership to customers, partners, and internal teams, and serve as the focal point for delivery matters and escalations.
• Contribute to billable work (20% utilization target), with active solution governance and hands-on guidance in complex projects.
• Drive a culture of collaboration, knowledge sharing, and continuous learning across the team and wider organization.
• Support business development and go-to-market efforts, including pre-sales, scoping, presentations, and proposal development, while aligning delivery capability with wider organizational goals.
• Shape service offerings and best practice implementation methodology in partnership with Product, Sales, and Enablement teams.
• Coach and mentor the team with clear guidance for new hires, structured training plans, and regular performance reviews.
• Resolve on-delivery challenges encountered to protect timeline, budget, and ensure customer satisfaction.

Requirements

Leadership & People Development

• Proven leadership experience in a professional services environment.
• Ability to inspire, mentor, and develop diverse teams in technical and business domains.
• Experience managing teams or leading large-scale customer engagements.
• Strong relationship-building skills with internal teams, partners, and customers.
• Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives.

Consulting & Delivery Experience

• 10+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions.
• Experience working with customers in ServiceNow platform, various workflows (e.g., Tech/Core Business/SecOps/IRM), and NowAssist.
• Strong problem-solving mindset, focused on transformation and measurable business value.
• Experience with Now Create, Agile frameworks, or similar methodologies.
• Comfort engaging with executive and senior stakeholders, with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation.

Technical Expertise

• Experience in SaaS platforms, enterprise architecture, or digital transformation.
• Technical delivery experience with ServiceNow, at least in Tech workflow, ideally in multiple workflows (e.g., Tech/Core Business/SecOps/IRM), NowAssist, or other platform-related offerings.
• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem and experience across industry verticals.
• Preferably ServiceNow certified or accredited on various workflows, Data Foundation, and Now Assist areas. CTA/CMA are highly desired.
• Any additional ServiceNow platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, etc.).

Other Qualities That Will Help You Succeed

• Comfort navigating ambiguity with the agility to adapt to rapid change driven by growth.
• Initiative & Drive: Proactive, self-motivated, and self-directed.
• A transformation mindset, focused on delivering long-term business impact.
• Clear and effective communication skills, with the ability to simplify complex concepts.
• Influential presentation and facilitation ability across varied audience groups (e.g., Business, Technical, Execs).
• Passion for driving innovation and continuous improvement.
• Ability to foster collaboration and cohesion within a diverse team.
• Customer-centric approach and custom-first mindset.

We Offer

• Competitive salary
• Opportunity to work with a leading AI control tower for business reinvention
• Professional growth and development opportunities
• Flexible work arrangements

About the Company

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Additional Information

• Work Personas: We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law.
• Accommodations: We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
• Export Control Regulations: For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.