Dir, Expert Services Mgmt

ServiceNow•Toronto, ON

2d•Hybrid

About The Position

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. Job Description The Role As the ServiceNow Director, Engagement Management, Canada, you will play a pivotal role in driving services sales and managing delivery execution across our customers in Canada, spanning all industries. You will be responsible for overseeing successful solution delivery across the full Canadian customer base, fostering deep and meaningful customer relationships, and maximizing business opportunities within the Canadian region.

Requirements

15+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required): PMO Leader, Program/Project Management; Product Management; Services or Solution Sales; Consulting; Process Engineering.
15+ years of consulting experience across complex, global organizations.
Experience in leading and mentoring a team of fifty or more employees.
Experience designing and developing service capabilities and developing & building on service portfolios.
Proven ability to influence and consult successfully across enterprise software solutions, and/or Digital Transformations.
Experience working with service channel organizations and their partners.
Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions.
Highly motivated, driven, and passionate about the intersection of technology and business challenges.
Dedication and commitment to customer success.
A determination to make things better each day.
Strong people development, including coaching and mentoring for management, business, and technical roles.
Ability to learn, understand and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise manner.
Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Pre-sales and Enablement teams.
Excellent oral, listening, and written communication skills, including presentation, facilitation, and public speaking skills.
Ability to interact with and influence a wide range of employees, including executive management and entry-level personnel across a wide number of ServiceNow departments.
Ability to drive deliverables and results, which involve people who do not directly report to you.
Strong organizational and time management skills.
Travel required up to 50%.
Must be based in Canada and hold Canadian citizenship or permanent residency.

Nice To Haves

Bilingualism (English/French) is an asset but not mandatory.
Federal government security clearance, or willingness to undergo the clearance process, is an asset.

Responsibilities

Develop and execute against the strategic business plan, including strategy for growth and market penetration, competitiveness, and differentiation.
Lead the development and execution of sales strategies, including portfolio management, to achieve regional revenue targets.
Collaborate with cross-functional teams to ensure successful implementation and expansion of ServiceNow solutions.
Provide active and visible leadership and guidance to a team of ServiceNow professionals.
Cultivate and maintain strong relationships with existing and potential clients.
Stay abreast of industry and regional trends along with development of new business opportunities.
Drive customer satisfaction by delivering high-quality solutions and exceptional service.
Execute with customer centricity as a core value.
Monitor and analyze delivery execution performance metrics to identify areas for improvement.
Develop and implement initiatives to enhance operational efficiency and effectiveness.
Build and nurture relationships with internal stakeholders through partnership for joint goals.
Engage and build meaningful relationships with senior leadership or even CXO roles to support discussions related to their implementation roadmap.
Promote continuous improvement practices for delivery/engagement.
Enable and mentor members of the ServiceNow delivery team and partner ecosystem.
Collaborate to identify, develop, and maintain partners that align with our Growth Success Network objectives.
Up to 50% travel annually, driven by customer needs and internal meetings.