Senior Practice Manager - Expert Services

Team Overview: The Customer Outcomes team at ServiceNow helps customers achieve their business goals by providing prescriptive guidance. As part of this team, you will drive consumption, adoption, and customer satisfaction, helping customers realize the value of their ServiceNow investment.Role Overview: As a Senior Practice Manager - Expert Services, you will build and lead a team of Business and Technical Consultants responsible for delivering high-quality work related to Customer Service. This includes consultation, advisory, implementation, and configuration work for ServiceNow Customer Service products.Key Responsibilities:Provide technical leadership to Consultants, Customers, and Partners, often in a billable capacity.Hire, enable, develop, and manage high-performing experts who consult, implement, and configure ServiceNow Customer Service Delivery products.Support Sales Teams in sales pursuits to ensure customer outcomes are achieved.Partner with internal teams to support enablement with training, product management, and best practices.Serve as a Steering Committee member on engagement projects focused on delivering successful customer outcomes.Manage and prioritize multiple complex initiatives.Promote continuous improvement practices for delivery and engagement materials.Key Performance Measurements:Professional services business metrics (budgets, revenue, etc.).Productivity and utilization of self and team.Customer satisfaction on team engagements.Implementation expertise for ServiceNow Customer Workflow Solutions or similar software solution.Product consumption and adoption.Talent recruitment and development.Up to 50% travel annually.