Director of Expert Services, CRM&I

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 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