Senior Manager, Solution Architects, Apac

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

What you get to do in this role:

• Provide business and technical leadership to our consultants, customers, and partners – often in a billable capacity within an engagement.
• Directly responsible for hiring, ensuring enablement, development, and management of high-performing experts who advise our biggest customers and partners in the implementation of ServiceNow.
• Define and manage metrics and KPIs for team members.
• Analyse and translate business information and technical requirements into an architectural implementation design that outlines solutions to achieve complex business objectives.
• Meet with customer leadership to position the use of expert resources as part of different engagement models, including co-delivery with partners, advisory expertise, and independent implementation work.
• Guide a customer down a prescriptive solution design and manage through the technical implementation decision points.
• Define solutions across the platform that align to out of the box capabilities.
• Collaborate with global teams in the design and build of the portfolio of offerings for platform products and architecture capabilities.
• Support services go to market (GTM) in sales pursuits, to propose strategy and ensure leading practice solutions and accurate delivery scoping.
• Partner with internal teams to support training, enablement, product management, and best practices organisations.
• Promote and drive continuous improvement practices for delivery/engagement materials.
• Build and nurture the Business Unit (BU) relationship through partnership for joint goals.
• Key Performance Measurements may include but are not limited to:
  • Traditional professional services business measurements (budgets, revenue, etc.)
  • Productivity / utilisation
  • Customer satisfaction scores
  • Product consumption and/or adoption
  • Talent recruitment and development
  • Team delivery readiness across the relevant portfolio of services/products
• Up to 20% travel annually.

To be successful in this role you have:

Management and leadership experience:

• 3+ years of leadership experience in a professional services organisation.
• Experience with professional services resource management.
• Demonstrated success managing teams to KPIs across a portfolio of customer engagements.
• Ability to act as a player/coach; proven ability to lead a team whilst maintaining individual billable utilisation and customer relationships.
• A history of leading, mentoring and developing talent across a team of eight or more employees.
• Ability to interface and develop relationships with other internal departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Presales and Enablement teams.

Consulting and Industry experience:

• 7+ years of consulting experience for complex, global organisations, preferably in a platform architecture capacity.
• A dedication and commitment to customer success.
• Experience working within Now Create, and/or Agile frameworks.
• Experience with professional services pre-sales activities and designing/developing service offerings.
• A track record of distilling customer needs from leaders (including CXO roles) to provide guidance and direction to technical teams.
• Experience working with customers across various industry verticals (Healthcare, Energy, Financial, etc.).
• Experience developing strong executive relationships with Enterprise Architects, C-Level Executives and other business leaders.

ServiceNow and experience and qualifications:

• Technical delivery experience with ServiceNow Creator Workflows and Platform products, and ideally one or more product in Technology, Customer, or Employee Workflows.
• ServiceNow Certified Application Developer and any additional platform-based certifications are a benefit (Flow Designer, Service Portal, Now Intelligence products, etc.).
• ServiceNow Certified Implementation Specialist (CIS) across one or more products.
• ServiceNow Certified Master Architect (CMA) certified or willingness to certify within 12 months.

Other desirable qualities:

• Highly motivated, driven, and passionate about the intersection of technology and business challenges.
• Strong interpersonal skills, customer-centric attitude, and a passion for cultural diversity.
• Proactive attitude, critical thinking, problem solving, escalation, and conflict resolution.
• Outstanding communication skills (both written and verbal) with highly confident presentation and facilitation skills.
• Strong organisational and time management skills.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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