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Senior Manager, Expert Services

Element AI

Tokyo, Japan

Posted on Jan 29, 2025

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

Provide business and technical leadership to our Consultants, Customers, and Partners – often in a billable capacity within an engagement, guiding the team and customer to a prescriptive solution design and manage through the technical implementation decision points
Directly responsible for hiring, ensuring enablement of developing and managing high-performing experts who consult implement and configure the ServiceNow Technology Workflows products for our customers and with our Partner Ecosystem.
Support services go to market motion in sales pursuits to propose strategy and ensure leading practice solutions and accurate delivery scoping, supporting the sales effort and estimation that refine the customer vision and capabilities into activities and estimates.
Partner with internal teams to support training, enablement, product management and best practices organisations.
Promote and drive continuous improvement practices for delivery/engagement materials, contributing thought leadership (methodology and white papers) via your team on how Advisory Expert Services and Co-Delivery can optimize to achieve customer outcomes
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 different engagement models including co-delivery with partners, advisory expertise and independent implementation work.
Collaborate with the Leading Practice resources in the design and build of the portfolio for Platform products and capabilities with BUs, Solution Consulting, Marketing and Innovation organisations.
Manage a team of 4-12 Technical Consultants
Responsible for all aspects of employee performance management for your team including career development, performance reviews, Individual Development Plans, guidance and mentoring
Responsible for managing the successful achievement of the Consultants’ KPIs, Quality Assurance of the customer engagements for your direct reports
Key Performance Measurements may include but are not limited to: - Traditional professional services business measurements (budgets, revenue, etc.)
- Productivity / utilisation
- Customer satisfaction scores
- Product consumption and/or adoption
- Talent recruitment and development
Up to 25% travel annually

Qualifications

To be successful in this role you have:

Must be authorized to work in Japan.
5+ years of consulting experience for complex, global organisations, preferably in a platform architecture capacity.
2+ years of leadership experience in a professional services organisation in one (or more) of the following roles (required):
- PMO
- Product Management
- Services Sales
- Program/Project Management
- Implementation
- Process Engineering
Technical delivery experience with ServiceNow Customer Workflows and Platform products.
Architectural experience with ServiceNow Platform products.
Experience with professional services resource management.
Strong interpersonal skills, customer-centric attitude and a passion for cultural diversity.
A history of leading, mentoring and developing talent across a team of seven or more employees.
Strong organisational and time management skills.
Experience working with budgeting, forecasting, cost allocations using tools and an understanding of cost accounting.
Experience working within Agile or Scaled Agile frameworks.
Experience designing and developing service capabilities.
Ability to interface and develop relationships with other ServiceNow departments in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.
Proactive attitude, critical thinking, problem solving, escalation and conflict resolution.
Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills.
A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction.
Proven ability to influence and consult successfully about digital transformation and PaaS based application development.
Experience leading/owning low code application development (LCAP) platform-based solutions.
Experience working with customers in one or more industry verticals (Telecommunications, Banking/Financial Services, Healthcare, Government, etc.).
ServiceNow Certified Implementation Specialist (preferably CSM or FSM)
Any additional platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, Now Intelligence products, etc.).
Industry certifications that may include the following are a benefit:
- ITIL v3 or 4 Foundation and/or Advanced ITIL Certifications
- PMP, Agile, and/or Scaled Agile

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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