AddressCompany
Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do. People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
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, you will work with our customers to drive consumption, 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.
The Role
The role of the Expert Services – Technology Workflow Leader is to oversee APAC based expert resources who are responsible for consulting work related to the expansive Technology Workflow portfolio. This portfolio includes IT Service Management, IT Operations Management, IT Asset Management, IT Business Management, Integrated Risk Management, Security Operations and other Technology focused solutions. The Expert Services team has direct roles into our customers, as well as, advisory or leadership roles in a co-delivery model with partners across the ServiceNow ecosystem. Regardless, the objective of the team is to drive best practice and solution operating efficiency into our customers’ environments to ensure their ease of growth and maintainability.
What you get to do in this role:
- Develop and execute against the APACs Customer Workflow business plan, including strategy for growth and market penetration, competitiveness and differentiation.
- Cultivate practice resources and business processes across all areas of specialization, incubation and investment.
- Establish and invest in high performing teams and responsible to develop and provide deep subject matter expertise offering business process and technical leadership and proficiency.
- Build and nurture the Business Unit (BU) relationship through partnership for joint goals.
- Meet with Customer Leadership to position the use of expert resources as part of several different models including co-delivery with partners, advisory expertise, and independent implementation work.
- Collaborate in the design and build of the portfolio for Practice Products and capabilities with BU’s, Solution Consulting, Marketing and Innovation organizations.
- Deploy and run the portfolio through best practice development and execution.
- Collaborate to identify, develop and maintain retained partners for Technology Workflow products with the Service Partner Program.
- Define and manage metrics and KPIs for practice team members.
- Decisions/Actions that embody and employ: Proactive Thinking, Critical Thinking, Problem Solving, Escalation Remedies, and Conflict Resolution.
