ServiceNow · 1 month ago
Senior Manager, CRM & Industry Expert Services
Chicago, IL
Full-time
Hybrid
Senior Level, Lead/Staff
$146K/yr - $256K/yr
8+ years expServiceNow is a global market leader in innovative AI-enhanced technology, supporting over 8,100 customers. The Senior Manager will lead a team focused on designing and implementing CRM solutions, ensuring high-quality project delivery and driving growth in the CRM & Industry Expert Services practice.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
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 ServiceNow 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
Qualification
Required
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, ServiceNow, or similar SaaS platforms)
Strong people manager, able to inspire, coach, and grow talent
Comfortable balancing tactical project oversight with strategic practice development
Deep understanding of CRM processes (case management, sales/service workflows, customer engagement)
Familiarity with SaaS delivery models and multi-vendor ecosystems
Background in managing consulting delivery teams, including project staffing, utilization, and engagement governance
Ability to work across functions (Product, Sales, Customer Success, Partners) to drive customer and business outcomes
Bachelor's degree in business, technology, or related field or equivalent experience
ServiceNow 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
Preferred
Experience working with industry workflows (Financial Services, Insurance, Retail, or Telecom preferred)
MBA a plus
Benefits
Health plans
Flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
BiometricUpdate.com
2026-01-20
変化に強い基盤づくりでグローバル企業へ——トリドールCIOが挑む改革とは | CIO
2026-01-19
Crowdfund Insider
2026-01-17
Company data provided by crunchbase