Global Services IT Business Management (ITBM) Practice Manager
Location(s): US Based (Remote Near Major Metro)
This position reports to: Global Practice Leader ITBM / ITAM
ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.
We're disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.
The ITBM Practice Manager with focus on the America's geography will be responsible for managing practice resources and business processes across all areas of specialization, incubation and investment. They will lead, manage and support their direct reports (Practitioners & Technologists) in order to develop and maintain a high performing team. The Practice Manager will work in partnership with the Practice Leads in each area of specialization to ensure deliverables to AMER Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes. They work in partnership with the AMER Customer Delivery Managers to assure the Practice is executing and delivering on our financial commitments of margin and revenue recognition to the business and the CSAT outcome for Services. Practice Managers will support and partner with Practice Leads, other Practices, AMER Customer Delivery and the Services Bid Desk on Customer Use Cases that support standard and repeatable deployments.
What you get to do in this role:
Be a key member of the overall practice management team
Be a Subject Matter Expert in ITBM solutions & best practices
Perform people development, including coaching and mentoring for technical and practitioner roles, as appropriate
Be accountable to ensure deliverables to AMER Customer Delivery and customers are complete, consistent, high quality, on time and deliver valued outcomes
Execute on the Global Professional Services and Product & Services Portfolio Go-To-Market strategies
Provide support to Product Line Sales (PLS), Product Line Sales Solution Consulting (PLS SC), Services Sales and Customer Delivery teams for Bookings and Revenue attainment
Partner with supporting teams such as Resource Management, Services Bid Desk and Services Sales to tactically support the positioning, development and delivery of customer engagements
Manage Practice Resource Allocations, Development Plans and MBO (for direct reports)
Act as the First Level of Escalation for Resource Issues
Achieve and Analyze Practice and Individual KPI's, Metrics and MBO's for GEO
Manage CSAT and Performance Indicators for Implementation Success and Achievement in Partnership with GEO Customer Delivery
Identify and lead changes in areas where improvement (efficiency and effectiveness) is possible by recommending solutions that detail pros, cons and risks
In order to be successful in this role, we need someone who has:
Undergraduate in Communications, Business or equivalent qualification through 5+ years of experience, MBA Desired
Prior leadership experience in a professional services organization in one (or more) of the following roles (required): PMO, Service Delivery, Services Sales, Program/Project Management, Implementation Services, Process Engineering
Experience building and managing diverse, global high performing teams
1 to 3 years of experience designing and developing service capabilities, services portfolios, service channel organizations and their partners
Be highly motivated, driven and passionate about the intersection of technology and business challenges
Dedication and commitment to customer success
Strong people development, including coaching and mentoring for business and technical roles
Ability to present technical and/or services business concepts in a comprehensive and concise manner
Ability to interface and develop relationships with other ServiceNow departments.
Excellent oral, listening and written communication skills, including presentation, facilitation and public speaking skills
Ability to interact with and influence a wide range of employees, including senior management, and entry-level personnel across a wide number of ServiceNow departments
Initiative - Proactive, self-motivated, and self-directed
Ability to drive deliverables and results, which involve people who do not directly report to you
Strong organizational and time management skills
Domestic travel required up to 50%
We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.