Senior Manager, Expert Services(Tech / Core Business / Sec Ops / IRM)
On-siteBengaluru, Karnataka, India
Job Summary
Lead a team of ServiceNow platform consultants specializing in Tech/Core Business/SecOps/IRM workflows and Now Assist, fostering a values-led culture through mentorship and professional development. Champion customer transformation by aligning solutions with business goals, providing strategic leadership to stakeholders, and resolving delivery challenges to protect timelines and budgets. Contribute to billable work with a 20% utilization target while shaping service offerings and best practices in partnership with Product and Sales. Drive collaboration, knowledge sharing, and continuous learning across the team to maximize customer value from their ServiceNow investment.
Required Qualifications
- Proven leadership experience in a professional services environment
- 10+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions
- Experience working with customers in ServiceNow platform, various workflows (e.g. Tech/Core Business/SecOps/IRM) and NowAssist
- Experience with Now Create, Agile frameworks, or similar methodologies
- Experience in SaaS platforms, enterprise architecture, or digital transformation
- Technical delivery experience with ServiceNow, atleast in Tech workflow
- Willingness to pursue relevant certifications and continuous learning in the ServiceNow ecosystem and experience across industry verticals
- Travel requirements will vary based on business needs
Desired Qualifications
- 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
- Strong problem-solving mindset, focused on transformation and measurable business value
- 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
- Preferably ServiceNow certified or accredited on various workflows, Data Foundation and Now Assist areas
- CTA/CMA are highly desired
- Any additional ServiceNow platform-based certifications are a benefit (Flow Designer, Service Portal, Virtual Agent, etc.)
- Comfort navigating ambiguity with the agility to adapt to rapid change driven by growth
- Initiative & Drive : Proactive, self-motivated, and self-directed
- A transformation mindset, focused on delivering long-term business impact
- Clear and effective communication skills, with the ability to simplify complex concepts
- Influential presentation and facilitation ability across varied audience groups (e.g. Business, Technical, Execs)
- Passion for driving innovation and continuous improvement
- Ability to foster collaboration and cohesion within a diverse team
- Customer-centric approach and custom-first mindset
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