Deal Desk Manager – Global Deal Management

ServiceNow•San Diego, CA

About The Position

ServiceNow’s Professional Services Deal Desk team is seeking an experienced, sales-centric Deal Desk Manager to develop and deliver compliant, cohesive, and compelling statements of work (SOWs), proposals, and supporting materials for Services Sales teams. The role partners with Services Sales, Advisory, Delivery, Legal, Finance, Sales Operations, and other groups to support complex customer engagements. The manager qualifies requests, coordinates proposal development, oversees deliverable creation for implementation and advisory engagements, and ensures materials meet customer requirements and ServiceNow business and legal policies. The role also maintains and expands the content library and knowledgebase, improves processes and tools, trains stakeholders, mentors junior team members, and maintains records of proposals, approvals, and related documents.

Requirements

Ability to understand, communicate, and organize complex business, technical, and legal requirements and materials.
Ability to build and maintain partnerships with Sales and Delivery teams.
Strong attention to graphical and document design details.
Superior writing, copy-editing, spelling, grammar, punctuation, and style skills.
Excellent professional and interpersonal communication skills.
Strong organization and time-management skills to manage concurrent projects, tasks, and deadlines.
Ability to adapt and thrive in a fast-paced, team-oriented sales environment.
Critical-thinking and effective decision-making abilities.
Understanding of sales lifecycle stages and outcomes.
Ability to work independently and collaboratively with remote resources.
Expert knowledge of office productivity, word-processing, and computer-based or online proposal software.
Proficiency in Microsoft Word, Excel, and PowerPoint.
3–5 years of experience producing SOWs and proposals for high-value contracts.

Nice To Haves

Consulting experience, such as technical or project management experience.
Experience working with software vendors.
A technical or university degree in business, communications, English, marketing, publishing, or computer science, or equivalent experience.

Responsibilities

Qualify requests and help define plans for estimating, scoping, and developing proposals.
Analyze customer needs and requirements and research sources to develop custom and reusable business and technical content.
Review customer-defined scope and business, technical, legal, and financial requirements; develop response plans, outlines, and timetables.
Coordinate information needed for SOWs, proposals, and other materials, managing multiple projects and deadlines.
Manage creation of deliverables for implementation and advisory engagements, including those for large and complex customers.
Coordinate with Services Sales, Advisory, Delivery, Legal, Finance, Sales Operations, and other teams.
Create, collect, proofread, organize, format, and review proposal documents for readability, customer alignment, and compliance with company policies and practices.
Review documents and revisions with the Services Sales team.
Prepare for and participate in Deal Validation meetings for large SOWs, explain document content, and manage updates.
Follow up on opportunity progress and closing plans.
Review, update, or retire Professional Services processes, procedures, standards, and tools with team members and subject-matter experts.
Maintain and augment the knowledgebase with accurate, current company, software, and services information.
Maintain knowledge of the ServiceNow platform through webinars, case studies, training, and other resources.
Mentor junior Professional Services team members on proposal processes and company and industry best practices.
Communicate with and train Services Sales, Architects, Advisors, Practice Directors, and other organizations on proposal best practices, policies, and processes.
Maintain accurate records of submitted proposals, drafts, approvals, and supporting documents.