Expert Services

6 months ago

Sydney, Australia ServiceNow Full time

**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.

**Job Description** Company**

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.
- 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.

**Qualifications** 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 emp

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