Manager, Expert Services Management - Customer & Industry Workflows

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Ihre Aufgaben

We seek a Manager for our Expert Services (Customer Outcomes) organization in EMEA Central, focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely, high quality delivery work for ServiceNow customers. This work can consist of consultation, advisory guidance, and implementation work relating to the ServiceNow Customer & Industry Workflows (Customer Service Management, Field Service Management, Sales Order Management, Telco Service Management) products and processes.

What you get to do in this role:

• Provides business and/or technical leadership with our Consultants, Customers, and Partners.

• Leading and growing a team of experts who consult, implement, and configure the ServiceNow Technology Workflows products for our customers and with our partner ecosystem.

• Support services sales teams in sales pursuits, to ensure the accurate solution and scope are being proposed

• Partner with internal teams to support training, enablement, product management, and best practices organizations.

• Promote continuous improvement practices for delivery/engagement materials

• Manage and prioritize multiple and complex initiatives successfully

• Key Performance Measurements may include but are not limited to:

• Talent recruitment and development

• Drive productivity and utilization of your own work and your teams

• Help to maintain and improve customer satisfaction (CSAT) scores

• Drive ServiceNow product consumption and/or adoption

• Partially customer-facing role with some travel within EMEA

Ihr Profil

• Experience in managing or leading professional services teams (team/project management or comparable)

• Significant consulting experience for complex, global organizations

• Technical delivery and architectural experience with ServiceNow Tx workflows

• Familiarity with resource management

• Excellent interpersonal skills, customer-centric attitude and experience working with diverse team

• Strong organizational and time management skills.

• Experience monitoring and summarizing business and financial metrics

• Proactive attitude, critical thinking, problem solving, escalation, and conflict resolution

• Excellent communication and presentation skills

• A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction

• Experience in leading and mentoring a team of eight or more employees

• Experience with people development, including coaching and mentoring for business and technical roles.

• Fluency in German and English