ServiceNow · 1 month ago
Sr Mgr, Expert Services Mgmt
Two Addison Circle 15725 North Dallas Parkway Suite 200, Addison, TEXAS, United States
Full-time
Onsite
Mid, Senior Level
3+ years expServiceNow is a global market leader in innovative AI-enhanced technology, serving over 8,100 customers. The Sr Mgr, Expert Services Mgmt role focuses on building executive relationships, developing customer roadmaps, and managing a team of Platform Architects to ensure successful digital transformation outcomes.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Service 1-2 VLE/LE Accounts
Develop strong executive relationships with Enterprise Architect, C-Level Executives and business leaders
Understand business objectives and outcomes to support the Success Architect in developing a customer roadmap
Enterprise Architecture
Responsible for analyzing and translating business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives
Engages with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with the core systems
Assist Customer Outcomes sales with Staffing and Scoping Projects
Advocate/champion ServiceNow’s advisory and expert services best practices and industry use cases with clients
Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support
Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes
Guide a customer down a prescriptive solution design and manage through the technical implementation decision points
Define solutions across the platform that align to out of the box capabilities
Support the sales effort scoping and estimation that refine the customer vision and capabilities into activities and estimates
Deliver high customer sat metrics for assigned accounts
Manage a team of 4 - 8 Platform Architects
Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
Responsible for the successful achievement of the Platform Architect KPIs, Quality Assurance of the customer engagements for your direct reports
Qualification
Required
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
Minimum 3 -5 years in management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
Proven track record of success at F50-500 accounts
Understanding of issues and imperatives driving digital transformation across industry
Depth in digital transformation design, implementation, and management
Deep expertise in one industry, “minors” in one or two additional industries
Middle and back office functional experience
Transformation experience
Strong executive relationships with CIO, CFO, CHRO and business line leaders
Experience identifying business objectives and solving business challenges
Experience serving as part of a key client account leadership team
Successful experience integrating with other account functions in developing and implementing account strategies and Customer Outcomes plans
Experience owning outcomes/accountability to a CxO position
Co-Delivery experience with Big 4, large SIs
Knowledge of ServiceNow - minimal, ideal is knowledge and experience with multiple ServiceNow product suites
Successful track record of managing high performing teams
Player Coach / Mentality
Demonstrated success managing teams to KPIs across a portfolio of customer engagements
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
2026-01-07
Company data provided by crunchbase