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Mgr, Expert Services Mgmt

Element AI

Customer Service

Addison, TX, USA

Posted on Dec 4, 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

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.

Role Purpose

We are looking for a Manager in our Expert Services organization in AMS, focused on all

aspects of leading a team of Business and Technical Consultants in delivering timely,

high-quality work for ServiceNow customers. This includes consultation, advisory

guidance, and implementation across the ServiceNow Platform, with a focus on RISK

and Security product capabilities.

Key Responsibilities

Provide project oversight - Provide business and/or technical leadership with our Consultants, Customers, and Partners
Leading and growing a team of experts who consult, implement, and configure
ServiceNow’s Risk and SecOps product capabilities for our customers and in collaboration with our partner ecosystem.
Support services sales teams in sales pursuits, to ensure the accurate solution and scope are being proposed
Serve as a people manager leading, mentoring, guiding, and being available for conversations of growth
Partner with internal teams to support training, enablement, product management, and drive leading practices
Promote practice development via continuous improvement practices for delivery/engagement, strategy and growth, and scalability
Manage and prioritize multiple and complex initiatives successfully
Recruitment and development of people
Drive productivity and utilization of your own work, your reportees, and overall practice
Help to maintain and improve customer satisfaction (CSAT) scores
Drive ServiceNow product consumption and/or adoption
Partially customer-facing role with some travel within Americas region.

Qualifications

To be successful in this role you have:

Significant consulting experience for complex, global delivery/ professional services teams
Technical delivery and architectural experience with ServiceNow RiskSecOps capabilities
Familiarity with resource management
Excellent interpersonal skills, customer-centric attitude and experience working with diverse team
Strong organizational, prioritization, 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 – ability to have difficult conversations internally and with customers
A track record of setting expectations with customers, driving teams with conviction, distilling customer needs from leaders (including CXO roles) to provide guidance and direction
Experience with people development, including coaching and mentoring for business and technical roles.
Fluency in English

JV20

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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