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.
Responsibilities
- Develop and execute the Americas CRM&I business plan, including strategy for growth and market penetration, competitiveness, and differentiation.
- Support service and product selling motions in the form of accurate delivery scoping and delivery strategy
- Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and ServiceNow-led implementation work.
- Provide business and technical leadership with our Consultants, Customers, and Partners – often in a billable capacity within an engagement.
- Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing Solution Architects, Business Process Consultants, and Technical Consultants who architect, consult, implement, and configure the ServiceNow CRM products (CSM, FSM, Sales CRM) for our customers and with our Partner Ecosystem.
- Partner with internal teams to support training, enablement, product management, and best practices organizations.
- Promote and drive continuous improvement practices for delivery/engagement materials
- Maintain and strengthen cross-functional relationships with product teams
- Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption
Requirements
- 8+ years of leadership experience in a professional services organization in one (or more) of the following roles (required): Practice Management, Program/Project Management, Implementation, Process Engineering, Product Management
- 12+ years of consulting experience for complex, global organizations, preferably in a customer-facing business process or CRM implementation capacity
- Experience managing professional services forecasting, resourcing, and capacity
- Experience working within Agile or Scaled Agile frameworks
- Required industry certifications (not specified)