Senior Manager, CRM & Industry Expert Services

ServiceNow • Chicago, IL

93d • $146,400 - $256,200

About The Position

We are seeking a Senior Manager to join our growing Expert Services team supporting CRM and Industry Workflows. This leader will manage a team of Solution Architects and Consultants who partner with customers to design and implement CRM solutions on the ServiceNow platform. The Sr. Manager will play a critical role in enabling customer success, ensuring high-quality project delivery, and driving growth of the CRM & Industry Expert Services practice.

Requirements

• 8+ years in professional services or consulting, with at least 3+ years in people management roles.
• Proven track record leading teams delivering CRM implementations (Salesforce, Microsoft Dynamics, Pega, ServiceNow, or similar SaaS platforms).
• Experience working with industry workflows (Financial Services, Insurance, Retail, or Telecom preferred).
• Strong people manager, able to inspire, coach, and grow talent.
• Deep understanding of CRM processes (case management, sales/service workflows, customer engagement).
• Background in managing consulting delivery teams, including project staffing, utilization, and engagement governance.
• Ability to work across functions (Product, Sales, Customer Success, Partners) to drive customer and business outcomes.
• Bachelor’s degree in business, technology, or related field (MBA a plus) or equivalent experience.

Nice To Haves

• ServiceNow Certifications – maybe obtained within first 90 days.
• Certified System Administrator.
• Certified Implementation Specialist – Customer Service Management.

Responsibilities

• Manage and mentor a high-performing professional services team, including Solution Architects, Technical Consultants, and Business Consultants.
• Oversee the successful implementation of CRM and Industry workflow projects, ensuring engagements are delivered on time, within scope, and with the highest level of quality.
• Act as a trusted advisor to executives and stakeholders, helping them maximize value from the ServiceNow platform through industry-specific CRM solutions.
• Contribute to building delivery methodologies, playbooks, and accelerators to scale the CRM & Industry practice.
• Manage team utilization, project staffing, and financial performance to achieve revenue and margin goals.
• Drive adoption of new CRM capabilities, AI-powered workflows, and industry-specific solutions across your team and customers.

Benefits

• Base pay of $146,400 - $256,200, plus equity (when applicable), variable/incentive compensation and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP, matching donations.
• Flexible time away plan and family leave programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees