ServiceNow · 3 hours ago
Services Transformation Director, AMS
Addison, TX
Full-time
Remote
Director/Executive
10+ years exp
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Responsibilities
Collaborate with the Senior Director of Services Transformation, AMS, to build and execute workstreams that deliver on the transformation vision and mission. Define the tenets of the organization that need to transform to meet short- and long-term goals in pursuit of the defined vision. Work closely with the Strategic Operations leader to create processes, mechanisms and tools to measure the effectiveness of the organization and transformation efforts.
In partnership with the Senior Director of Services Transformation, provide expertise and leadership to help drive six workstreams in-region and globally. While a candidate may not have expertise in all areas, we encourage candidates who have broad experiences to apply to support the broader team in the definition and delivery of these six workstreams and other strategic efforts to be identified.
Align with the ACE organization to innovate on business models and then identify and operationalize fit-for-purpose partners to co-sell and co-deliver services providing elasticity and flexibility to the business.
Create capacity for and build a strategic pursuits team that focuses on large deals and works closely with field sales and the marquee accounts program. Partner with global operations to develop weekly, monthly, quarterly cadences for pipeline inspection. Drive sales enablement activity to increase services seller productivity by building customer segmentation models that align with license sales, creating a catalog of repeatable and reusable services.
Leverage CSAT and Customer Experience mechanisms to evaluate the delivery effectiveness of the Services team and create clear initiatives for improvement. Establish Governance frameworks for projects with a strong engagement management focus to improve CSAT and acceptance rates.
Determine required strategic investments in the Services business and have metrics to measure the impact on platform sales (adoption). Work closely with license Sales to determine high-impact customers and specific use cases to make services investments.
Develop industry points of view (POV) from a Services perspective and develop industry-specific offerings to jumpstart platform adoption. Align with overall industry strategy of the organization.
Analyze, inspect and measure the business to create continuous improvement in selling, delivery, industry, partner and metrics to evolve with the growth in the business. Develop as-sold/delivered profitability measures to inspect engagement metrics. Develop RAG criteria for projects and appropriate escalation methods. Create best-cost location strategy in offshore locations to reduce costs and improve margins. Improve processes and governance around pipeline hygiene, developing sales collateral, and improving deal quality and profitability. Improve forecasting accuracy to ensure availability of delivery personnel.
Qualification
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Required
Proven track record of being a transformation specialist who values differing opinions and collaborating across an organization to develop and deliver solutions that meet and exceed business goals.
Demonstrated experience working across a broad organization and working to create an inclusive, diverse, and equitable organization.
A collaborator who is comfortable with ambiguity and embraces change in a rapidly growing business.
Expertise in leveraging data and research to drive decisions on ambiguous topics in a fast-paced environment. Demonstrated ability to measure progress and provide recommendations to shift strategic initiatives based on changing information, market dynamics, and results.
Analytical abilities that are informed by a data-driven approach to decisions but also willing to take calculated risks.
Exceptional communication and interpersonal skills, with the ability to build effective relationships and influence stakeholders at all levels.
Excellent writing and presentation skills and the ability to generate and communicate meaningful growth metrics.
Ability to work in a fast-paced, dynamic environment and adapt quickly to changing priorities.
10+ years in a global professional services or consulting organization, managing various aspects of strategic delivery, customer management, sales, delivery, and operations. Clear understanding of the metrics that govern services organizations and the interrelation between them.
Undergraduate degree in Computer Science or related field
Preferred
Expertise in growing and incubating businesses or parts of businesses from startup to maturity with positive ROI.
Knowledge of ServiceNow’s suite of products and platform and the Customer Outcomes business.
Experience in services delivery within a SaaS product company.
Experience in a product management or program management role with demonstrated experience implementing agile business practices.
5+ years of experience managing a P&L for a services business that is global, industry-focused, and has multiple product offerings.
5+ years of managing global sales and delivery teams that have functional and technical domain expertise.
MBA preferred
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management, and app engine solutions.
10,001+ 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
2023 (650)
2022 (816)
2021 (565)
2020 (420)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity· undefined
2012-07-20IPO· undefined
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
2024-11-19
2024-11-19
Company data provided by crunchbase
