Director, Expert Services Management - CRM & Industry Workflows
* Full-time
* Employee Type: Regular
* Region: EMEA - Europe, Middle East and Africa
* Work Persona: Flexible or Remote
We seek a Director for our growing Expert Services organization in EMEA Central, focused on all aspects of leading an expert team of resources (Business and Technical Consultants) in timely, high quality delivery work for ServiceNow customers. This work can consist of consultation, advisory guidance, and implementation work relating to the ServiceNow CRM & Industry Workflows (Customer Service Management, Field Service Management, Sales Order Management, Telco Service Management) products and processes.
What you get to do in this role:
* Provide business and/or technical leadership with our Consultants, Customers, and Partners.
* Lead and grow a team of experts who consult, implement, and configure the ServiceNow Technology Workflows products for our customers and with our partner ecosystem.
* Support services sales teams in sales pursuits, ensuring accurate solution and scope are proposed.
* Partner with internal teams to support training, enablement, product management, and best practices organizations.
* Promote continuous improvement practices for delivery/engagement materials.
* Manage and prioritize multiple and complex initiatives successfully.
* Key performance measurements may include, but are not limited to:
* Talent recruitment and development.
* Drive productivity and utilization of your own work and your teams.
* Help maintain and improve customer satisfaction (CSAT) scores.
* Drive ServiceNow product consumption and/or adoption.
* Partially customer‑facing role with some travel within EMEA.
Tobe successful in this role, the ideal candidates should have:
* Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
* Experience in managing or leading professional services teams.
* Significant consulting experience for complex, global organizations.
* Technical delivery and architectural experience with ServiceNow Tx workflows.
* Familiarity with resource management.
* Excellent interpersonal and customer‑centric skills with experience working in diverse teams.
* Strong organizational 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.
* A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction.
* Experience leading and mentoring a team of eight or more employees.
* Experience with people development, including coaching and mentoring for business and technical roles.
* Fluency in English.
ServiceNow is an Equal Employment 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.
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