Senior Manager, Expert Services (CRM Workflows)

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.

The CEG Expert Services team at ServiceNow works with our customers and partners to help them achieve their business outcomes by providing prescriptive guidance. You will manage a team of consultants who will be focussed on driving 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, which includes Customer Service Management, Field Service Management, and Sales and Order Management Workflows. 

This position will manage a team of consultants across APAC, and reports to the APAC Customer Workflows leader.  

What You Get to Do in This Role 

• Develop and lead a team of CRM-focused consultants, fostering growth, enablement, and professional development. 

• Champion customer transformation, ensuring CRM solutions align with business goals and drive measurable outcomes. 

• Provide strategic and technical leadership to customers, partners, and internal teams. 

• Contribute to billable work (20% utilisation target), ensuring hands-on engagement in complex projects. 

• Drive a culture of collaboration, knowledge sharing, and continuous learning within the team. 

• Support business development and go-to-market efforts, including pre-sales, scoping, and proposal development. 

• Partner with internal teams—Product, Sales, Enablement—to align delivery capability and methodology with broader ServiceNow objectives. 

• Develop and refine service offerings and best practices. 

Key Performance Measurements 

• Contribution to professional services business outcomes (revenue, etc.). 

• Team productivity and billable utilisation. 

• Customer satisfaction scores and project business impact. 

• Product consumption and/or adoption 

• Talent development and team growth. 

• Readiness and capability building within the team. 

• Driving innovation and adoption in ServiceNow deployments. 

To be successful in this role you have:

Leadership & People Development 

• Proven leadership experience in a professional services environment. 

• Ability to inspire, mentor, and develop diverse teams in technical and business domains. 

• Experience managing teams or leading large-scale customer engagements. 

• Strong relationship-building skills with internal teams, partners, and customers. 

• Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives. 

Consulting & Delivery Experience 

• 10+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions. 

• Experience working with customers in 1 or more of the following industry verticals - Telecommunications, Banking/Financial Services, Healthcare, Government. 

• Strong problem-solving mindset, focused on transformation and measurable business value. 

• Experience with Now Create, Agile frameworks, or similar methodologies. 

• Comfort engaging with executive and senior stakeholders, with a track record of distilling customer needs to provide prescriptive guidance and direction on their business transformation. 

Technical Expertise 

• Experience in SaaS platforms, enterprise architecture, or digital transformation. 

• Technical delivery experience with ServiceNow, ideally in Customer Workflows, or other CRM related cloud offerings. 

• Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem and experience across Industry verticals. 

• Preferably ServiceNow Certified Implementation Specialist – Customer Service Management. 

• Any additional ServiceNow platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, Now Intelligence products, etc.). 

Other Qualities That Will Help You Succeed 

• A transformation mindset, focused on delivering long-term business impact. 

• Strong communication skills, with the ability to simplify complex concepts. 

• Passion for driving innovation and continuous improvement. 

• Ability to foster collaboration within a diverse team. 

Additional Information 

• Travel requirements will vary based on business needs. 

• ServiceNow is an Equal Opportunity Employer, committed to building an inclusive and diverse workplace. 

• We offer professional development, mentorship, and career growth opportunities. 

• Benefits include health and wellness programs, remote work flexibility, and employee resource groups. 

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!

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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