Job Description
The Team & Role
The Customer Excellence Group (CEG) - Expert Services team is ServiceNow's internal professional services organisation. The CEG team at ServiceNow works with customers to help them achieve their business outcomes by providing proven practice guidance and technical expertise. As part of the CEG Expert Services Delivery team, You will manage a team of consultants who will be focused on driving adoption, customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform, while making ServiceNow the best buying decision they've ever made. This team of consultants would specialise in ServiceNow platform, Technology Workflows and Now Assist product areas.
What You Get to Do in This Role
- Develop and lead a team of ServiceNow platform, Technology Workflows (eg, ITSM, ITOM, ITAM) and Now Assist AI specialised consultants, fostering values led culture with strong team engagements enablement, and on-going professional development.
- Champion customer transformation, ensuring ServiceNow solutions align with business goals and drive measurable outcomes.
- Provide strategic and technical leadership to customers, partners, and internal teams, and serve as the focal point for delivery matters and escalations.
- Contribute to billable work (20% utilisation target), with active solution governance and hands-on guidance in complex projects.
- Drive a culture of collaboration, knowledge sharing, and continuous learning across the team and wider organisation.
- Support business development and go-to-market efforts, including pre-sales, scoping, presentations and proposal development, while aligning delivery capability with wider organisational goals.
- Shape service offerings and best practice implementation methodology in partnership with Product, Sales and Enablement team.
- Coach and mentor the team with clear guidance for new hires, structured training plans and regular performance reviews for the team
- Resolve on delivery challenges encountered to protect timeline, budget and ensure customer satisfaction
Key Performance Measurements
- Contribution to professional services business outcomes (bookings, revenue, margin).
- Team productivity and billable utilisation.
- Customer satisfaction scores and project business impact.
- Product consumption and/or adoption
- Talent development and team growth.
- Readiness and capability building within the team.
- Driving innovation and adoption in ServiceNow deployments.
Qualifications
To be successful in this role you have:
Leadership & People Development
- Proven leadership experience in a professional services environment.
- Ability to inspire, mentor, and develop diverse teams in technical and business domains.
- Experience managing teams or leading large-scale customer engagements.
- Strong relationship-building skills with internal teams, partners, and customers.
- Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives.
Consulting & Delivery Experience
- 10+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions.
- Experience working with customers in ServiceNow platform, Technology Workflows and NowAssist.
- Strong problem-solving mindset, focused on transformation and measurable business value.
- Experience with Now Create, Agile frameworks, or similar methodologies.
- Comfort engaging with executive and senior stakeholders, with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation.
Technical Expertise
- Experience in SaaS platforms, enterprise architecture, or digital transformation.
- Technical delivery experience with ServiceNow, ideally in Technology Workflows, NowAssist or other platform related offerings.
- Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem and experience across industry verticals.
- Preferably ServiceNow certified or accredited on ITSM / ITOM / ITAM / Data Foundation / Now Assist areas
- Any additional ServiceNow platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, etc.).
Other Qualities That Will Help You Succeed
- Comfort navigating ambiguity with the agility to adapt to rapid change driven by growth
- Initiative & Drive : Proactive, self-motivated, and self-directed.
- A transformation mindset, focused on delivering long-term business impact.
- Clear and effective communication skills, with the ability to simplify complex concepts.
- Influential presentation and facilitation ability across varied audience groups (e.g. Business, Technical, Execs).
- Passion for driving innovation and continuous improvement.
- Ability to foster collaboration and cohesion within a diverse team.
- Customer-centric approach and custom-first mindset
Additional Information
- Travel requirements will vary based on business needs.
