Advertisement

Sr. Manager, Services Transformation

| Remote
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
The Team
The ServiceNow Customer Success Organization (CSO) -which includes Customer Outcomes (services sales and Expert Services delivery), Customer Excellence (home to our Impact BU), Impact Delivery, Product Success, and our Global Education organization (including RiseUp !)-is focused on getting our customers to value across the end-to-end customer journey. In partnership with the Senior Director of Services Transformation and the broader global Transformation Office, this role will be integral to executing the strategy to enable the services organization to drive global, large-scale, transformation initiatives from inception to execution, as we grow the AMS business and accelerate our customer's success.
The Role
This is an extraordinary opportunity for a collaborative, strategic thinker, and proven executor to partner closely with the Senior Director of Services Transformation AMS, to drive transformation within the services business in a data-driven agile manner. This role will work closely with the Senior Director of Services Transformation AMS to drive in-region and global change across a variety of workstreams and goals. It is important that this person has both the ability to understand the big picture and global perspective while identifying and managing the local regional details to ensure success.
You will partner with internal and external stakeholders to understand the customer and develop repeatable solutions that can accelerate the growth of the services business. You will develop industry and regional-specific offerings that can be executed in an accelerated and high-quality manner. You will work to ensure strategic business investments are made with data-driven fiscal discipline, to ensure the business metrics are achieved. In addition, you will work to develop transformation strategies aligned with broader organizational goals and establish clear objectives and performance metrics for these initiatives. This role will create and execute organizational change management plans to ensure smooth transitions and communicate effectively while managing stakeholder expectations. You will also identify areas for process and operational improvement that ultimately enhance productivity, quality, and opportunities for automation and technology improvements.
Responsibilities:

  • Strategic Execution: Collaborate with the Services Transformation Senior Director 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 Services Transformation Senior Director AMS, 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.
    • Partner Business Model Evolution: Align with the Global Partner Centre 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.
    • Sales alignment and velocity: 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.
    • Delivery Excellence: 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.
    • Investment Strategy: 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.
    • Industry Focus: 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.
    • Continuous Improvement: 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


Qualifications
To be successful in this role you must have:

  • 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.
  • 8+ 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


We will prefer candidates that have:

  • 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
  • 4+ years of experience managing a P&L for a services business that is global, industry-focused, and has multiple product offerings.
  • 4+ years of managing global sales and delivery teams that have functional and technical domain expertise.
  • MBA preferred


Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.
Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

201 West 5th Street, 11th Floor, Austin, TX 78701

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

More Jobs at ServiceNow

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about ServiceNowFind similar jobs like this