Resource Manager

ServiceNow • Waltham, MA

116d • $100,500 - $130,000

About The Position

In this role, you will be a Trusted Partner to the respective Expert Services or Customer Success Stakeholder(s). You will lead Capacity Forecasting activities to support the respective segment, review, manage, and execute staffing of resource requests, and align staffing of billable personnel to maximize the ability to achieve billable utilization targets. Additionally, you will support the creation and development of a sub-capacity partner framework, manage competitive rates to ensure achievement of partner margin targets, and govern partner certifications and high-quality resources. You will also maintain internal partner spend targets in line with required capacity, provide regional services management whitespace reporting and capacity recommendations based on business requirements, ensure skills inventory, resumes, and profiles are updated and accurate in line with policy, and contribute to the professional services knowledge base through the creation of best practices and lessons learned content.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• 5+ years in resource management
• 3+ years in a professional services organization
• The ability to apply judgement to any situation
• Ability to work in a high demand, constantly changing & fast paced environment
• Ability to work independently
• Professional verbal and written communication skills
• Excellent organization and prioritization management
• RMI Certification a plus

Responsibilities

• Be a Trusted Partner to the respective Expert Services or Customer Success Stakeholder(s)
• Lead Capacity Forecasting activities to support respective segment
• Review, manage and execute staffing of resource requests
• Align staffing of billable personnel, maximizing ability to achieve billable utilization targets
• Support the creation and development of a sub-capacity partner framework
• Manage competitive rates that ensure achievement of partner margin targets
• Governance of partner certifications and high-quality resources
• Maintain internal partner spend targets in line with required capacity
• Provide regional services management whitespace reporting and capacity recommendations based on business requirements
• Ensure skills inventory, resumes and profiles are updated and accurate in line with policy
• Contribute to professional services knowledge base through creation of best practices and lessons learned content

Benefits

• Base pay of $100,500-$130,000 plus equity (when applicable)
• Variable/incentive compensation
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan
• Family leave programs

What This Job Offers

• Industry: Professional, Scientific, and Technical Services