Dir, Management Consulting

ServiceNow • Addison, TX

14h • Hybrid

About The Position

The Customer Outcomes Success Architect People Manager will be responsible for developing and maintaining C-level executive relationships across 1-2 accounts as well as mentoring a team of Success Architects. The over-riding objective for the Success Architect will be to drive Customer Outcomes at these managed accounts leading to client’s product adoption, renewals, and expansion of ServiceNow offerings with the account.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Minimum 7 years in management consulting leadership role at a high performing consulting company or equivalent, focused on technology enabled transformations (Digital/SaaS/Enterprise Software)
• Demonstrated success leading a team of individual contributors
• Proven track record of success at Fortune 50-500 accounts
• Understanding of issues and imperatives driving digital transformation across industry
• Depth in digital transformation design, implementation, and management
• Deep expertise in one industry, “minors” in one or two additional industries
• Middle and back office functional experience
• IT, HR, and GBS Transformation experience
• Strong executive relationships with CIO, CFO, CHRO and business line leaders
• Experience identifying business objectives and solving business challenges, serving as part of a key client account leadership team
• Demonstrated success integrating with other internal account functions and external partners (consultancies, technology implementation firms, Big 4, GSIs)
• 5+ years large program experience (multi-tracked, OCM)
• Familiar with multiple ServiceNow product suites
• Successful track record of managing high performing teams, meeting or exceeding customer KPIs and expanding offerings with clients

Responsibilities

• Manage a team of 3-6 Success Architects, responsible for inspiring, guiding and mentoring your team
• Develop strong executive relationships with C-level leaders as well as ecosystem partners
• Service 1-2 Very Large and Large enterprise accounts, understanding their business objectives and developing customer roadmaps
• Define, realize, and benchmark business value
• Define and execute winning co-delivery models, championing ServiceNow’s best practices
• Develop implementation strategies and readiness process to accelerate time to value
• Establish and deliver operating model and account delivery governance
• Contribute thought leadership on how advisory, expert services, and Co-Delivery can be optimized
• As a team deliver high customer satisfaction metrics, Quality Assurance, and profitability for your assigned accounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees