AddressWhat 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 down 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 Customer and Employee 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
