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Expert Services - Technology Workflow Leader (APAC)

Element AI

Element AI

IT, Customer Service
Sydney, NSW, Australia
Posted on Thursday, March 28, 2024

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


Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The Team

The Customer Outcomes team at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform, specifically the Customer Workflow portfolio of solutions.

The Role

The role of the Expert Services – Technology Workflow Leader is to oversee APAC based expert resources who are responsible for consulting work related to the expansive Technology Workflow portfolio. This portfolio includes IT Service Management, IT Operations Management, IT Asset Management, IT Business Management, Integrated Risk Management, Security Operations and other Technology focused solutions. The Expert Services team has direct roles into our customers, as well as, advisory or leadership roles in a co-delivery model with partners across the ServiceNow ecosystem. Regardless, the objective of the team is to drive best practice and solution operating efficiency into our customers’ environments to ensure their ease of growth and maintainability.

What you get to do in this role:

  • Develop and execute against the APACs Customer Workflow business plan, including strategy for growth and market penetration, competitiveness and differentiation.
  • Cultivate practice resources and business processes across all areas of specialization, incubation and investment.
  • Establish and invest in high performing teams and responsible to develop and provide deep subject matter expertise offering business process and technical leadership and proficiency.
  • Build and nurture the Business Unit (BU) relationship through partnership for joint goals.
  • Meet with Customer Leadership to position the use of expert resources as part of several different models including co-delivery with partners, advisory expertise, and independent implementation work.
  • Collaborate in the design and build of the portfolio for Practice Products and capabilities with BU’s, Solution Consulting, Marketing and Innovation organizations.
  • Deploy and run the portfolio through best practice development and execution.
  • Collaborate to identify, develop and maintain retained partners for Technology Workflow products with the Service Partner Program.
  • Define and manage metrics and KPIs for practice team members.
  • Decisions/Actions that embody and employ: Proactive Thinking, Critical Thinking, Problem Solving, Escalation Remedies, and Conflict Resolution.


In order to be successful in this role, we need someone who has:

  • 10+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required):
  • PMO Leader, Program/Project Management
  • Product Management
  • Services or Solution Sales
  • Implementation
  • Process Engineering
  • 10+ years of consulting experience for complex, global organizations.
  • Experience managing professional services forecasting, resourcing, and capacity
  • Experience working within Agile or Scaled Agile frameworks
  • Industry certifications that may include:
  • Certified ServiceNow Administrator (CSA)
  • Relevant ServiceNow Certified Implementation Specialist (CIS) certifications
  • ITIL v3 Foundation and/or Advanced ITIL Certifications
  • PMP, Agile, and/or Scaled Agile
  • Experience in technical consultative pre-sales environments, scoping and solutioning services engagements and crafting statements of work
  • Experience in leading and mentoring a team of twenty or more employees.
  • Experience designing and developing service capabilities and developing and running service portfolios.
  • Proven ability to influence and consult successfully on the subject of Digital Transformations.
  • Experience working with service channel organizations and their partners.
  • Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions.
  • Highly motivated, driven and passionate about the intersection of technology and business challenges.
  • Dedication and commitment to customer success.
  • A determination to make things better each day.
  • Strong people development, including coaching and mentoring for management, business and technical roles.
  • Ability to learn, understand and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise manner.
  • Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.
  • Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills.
  • Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number of ServiceNow departments.
  • Initiative - Proactive, self-motivated, and self-directed.
  • Ability to drive deliverables and results, which involve people who do not directly report to you.
  • Strong organizational and time management skills.
  • Understanding and prior use of business tools and/or software, such as:
    • ServiceNow Platform, or similar platform-based solution
    • MS Office 365 (Word, PowerPoint, Excel, Visio, Project)
    • Professional Services Automation tools, such as NetSuite OpenAir
    • Business Intelligence tools, such as Tableau
    • Workforce management tools, such as WorkDay
  • Travel required up to 50%.

Required Competencies:

• Business Opportunity Identification, Analysis and Development

• Consultative Perspective

• Directs Work

• Ensures Accountability

• Interpersonal Savvy

• Manages Change

• Manages Complexity

• Manages Conflict

• Optimizes Work Processes

• Plans and Aligns

• Project Management / Leadership

• Persuades

• Staffing, Capacity Planning, Market Support and Operations

• Strategic Mindset

• Strategic Planning and Analysis

• Synthesizing and Simplifying

Work Environment We are a dynamic and rapidly growing software company with a strong sense of dedication to our customers. We work hard but try not to take ourselves too seriously. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and

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.

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