ServiceNow

Director of Expert Services, CRM&I

ServiceNow • $150K — $180K *
US-AnywhereRemote in Dallas, TX
Business Services
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 8+ years of leadership experience in professional services roles such as Practice Management or Project Management.
  • 12+ years of consulting experience in a complex, customer-facing environment.
  • Experience with professional services forecasting, resourcing, and capacity management.
  • Familiarity with Agile or Scaled Agile frameworks.
  • Required certifications: Certified ServiceNow Administrator and Certified Implementation Specialist for Customer Service Management.
  • Experience in pre-sales environments and crafting statements of work for service engagements.
  • Technical delivery experience with ServiceNow CRM products (CSM, FSM, Sales CRM).

Responsibilities

  • Develop and execute the Americas CRM&I business growth strategy.
  • Support service and product sales through accurate delivery scoping.
  • Meet with Customer Leadership to promote Expert Services resources.
  • Provide business and technical guidance within customer engagements.
  • Lead the hiring and development of high-performing consulting teams.
  • Collaborate with internal teams to drive training and best practices.
  • Maintain relationships with product teams for seamless integration.

Benefits

  • Flexible work environment with the option of remote work.
  • Opportunities for professional development and training.
  • Collaborative culture that values input from all levels.
  • Access to a robust service offering catalog for customers.
Full Job Description
Job Description

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, the CRM&I Expert Services practice focuses on delivering ServiceNow CRM products-including Customer Service Management, Field Service Management, and Sales CRM-across direct ServiceNow-led engagements and partner co-delivery models. The team drives best-practice adoption, platform value realization, and scalable delivery to help customers get the most from their ServiceNow investment.

The Role

The Director, CRM&I Expert Services leads a team of 10-15 Solution Architects, Business Process Consultants, and Technical Consultants within our Expert Services organization, responsible for all aspects of delivering timely, high-quality work for ServiceNow customers. This team has direct billable roles in ServiceNow-led customer engagements, as well as advisory or leadership roles in a co-delivery model with our partner ecosystem. Regardless of the delivery model, the objective of the team is to drive best practice and platform operating efficiency into our customers' environments to ensure scalability and maintainability.

What you get to do in this role:
  • Develop and execute the Americas CRM&I business plan, including strategy for growth and market penetration, competitiveness, and differentiation.
  • Support service and product selling motions in the form of accurate delivery scoping and delivery strategy
  • Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and ServiceNow-led implementation work.
  • Provide business and technical leadership with our Consultants, Customers, and Partners - often in a billable capacity within an engagement.
  • Directly responsible for hiring, ensuring enablement of, developing, and managing high-performing Solution Architects, Business Process Consultants, and Technical Consultants who architect, consult, implement, and configure the ServiceNow CRM products (CSM, FSM, Sales CRM) for our customers and with our Partner Ecosystem.
  • Partner with internal teams to support training, enablement, product management, and best practices organizations.
  • Promote and drive continuous improvement practices for delivery/engagement materials
  • Maintain and strengthen cross-functional relationships with product teams
  • Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption


Qualifications

To be successful in this role you have:
  • 8+ years of leadership experience in a professional services organization in one (or more) of the following roles (required):
    • Practice Management
    • Program/Project Management
    • Implementation
    • Process Engineering
    • Product Management
  • 12+ years of consulting experience for complex, global organizations, preferably in a customer-facing business process or CRM implementation capacity
  • Experience managing professional services forecasting, resourcing, and capacity
  • Experience working within Agile or Scaled Agile frameworks
  • Required industry certifications:
    • Certified ServiceNow Administrator (CSA)
    • Certified Implementation Specialist - Customer Service Management (CIS-CSM) (required)
  • Experience in technical consultative pre-sales environments, scoping and solutioning services engagements and crafting statements of work
  • Experience designing and developing services capabilities.
  • Experience designing, developing, and running service portfolios.
  • Understanding and basic use of development tools and/or software, such as:
    • ServiceNow Platform
    • MS Office (Word, PowerPoint, Excel)
  • To be highly motivated, driven and passionate about the intersection of technology and business challenges.
  • Technical delivery experience with ServiceNow CRM products (CSM, FSM, Sales CRM)
  • Strong interpersonal skills, customer-centric attitude and ability to deal with cultural diversity
  • A history of leading, mentoring and developing talent across large teams
  • Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.
  • Proactive attitude, critical thinking, problem solving, and conflict resolution
  • Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills
  • A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction
  • Up to 25% travel annually


Additional Information

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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