Sr. Manager, Strategic Customer Transformation

ServiceNow • Minneapolis, MN

9h • Remote

About The Position

Woe with our most strategic customers to drive time to value from their ServiceNow investments. You will collaborate with key CEG stakeholders on the ground and across the company, to help organize and orchestrate the resources and activities to drive the degree of operational rigor, transformation maturity, and customer intimacy required at these strategic customers. lead and drive multiple Expert Service engagements, ensuring on-time, on-budget delivery of solutions to achieve customer business outcomes. You will help define strategic goals and then be the key point of communication and coordination to ensure we deliverthe delivery team, keeping the project on track by establishing and maintaining governance forums, mitigating risks and issues, and driving rapid and effective decision-making, escalating issues as required. The ultimate goal is to drive the successful adoption of the ServiceNow platform to the customer’s most critical business goals.

Requirements

• 12 years progressive experience as part of a professional services organization.
• Hands on experience leading and delivering transformation programs at scale, at G1000 organizations
• Proven ability to orchestrate across multiple transformation workstreams, instill operational rigor in progam delivery and governance, incorporate relevant measures for early risk detection and mitigation.
• Effectively navigate internal and external stakeholders to build coalitions around transformation programs
• Adept at executive story telling and messaging, aligning strategic business outcomes with technical milestones
• 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.
• Ability to travel up to 50%.
• Creative, high energy, entrepreneurial spirit with comfort running initiatives and program independently within a 'start-up paced' environment.
• Demonstrated success driving complex issues through analysis and resolution.
• ServiceNow certification in aligned workflow.
• Expert in integrating AI tools to optimize workflows, drive strategy, and deliver business value through platforms like ServiceNow.
• Skilled in ethical AI use, technical translation, and stakeholder engagement across both technical and executive audiences.

Responsibilities

• Translate ServiceNow capabilities into clear narratives aligned with the customer’s strategic priorities, while defining shared transformation goals and adoption roadmaps that support business expansion and operational objectives.
• Lead creation of a unified approach on delivering on the transformation at our most strategic customers – across CEG and other teams (Impact, Expert Services, Now Next AI, Now Next CRM, etc.) to ensure a one ServiceNow operational and organizational interface for delivery and ongoing governance.
• Rightsize the delivery approach to balance across adoption, time to value, program risk, and governance.
• As needed – Coach and mentor CEG team members to execute effectively across transformation programs at our most strategic customers
• Influence, support and provide thought leadership to the customer during times of ambiguity or conflict.
• Collaborate with the  Account Team, partner and customer to understand the customer and the engagement; including business challenges, key stakeholders, issues and business value being delivered.
• Support Business Development efforts for ongoing growth at these strategic accounts.

What This Job Offers

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