Mgr, Expert Services Mgmt

ServiceNow

Greater London

On-site

GBP 120,000 - 180,000

Full time

6 days ago

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Job summary

ServiceNow seeks an experienced international delivery leader to oversee Deployment Engineers and Project Managers across regions beyond the Americas. You will own partner ecosystems, drive global delivery excellence, and ensure successful adoption with Sales, Customer Success, and Product teams.

You will manage resources, align workflows to global standards, and escalate blockers while guiding value realization and security outcomes for enterprise customers worldwide.

Qualifications

5+ years of experience leading global delivery teams in professional services, cybersecurity, or enterprise SaaS.
Proven ability to scale delivery programs across international regions.
Strong communication skills for C-suite audiences.
Track record of managing multiple projects, resources, and KPIs.
Willingness to travel up to 25% of the time.

Responsibilities

Lead and mentor an international team of Deployment Engineers and Project Managers.
Own and scale the partner ecosystem across international regions.
Manage resource allocation and workload balancing for project health.
Drive accountability and standardized global delivery processes.
Partner with Sales, Customer Success, and Partner Success across regions.
Represent delivery interests in international sales-to-delivery handoffs.
Work with Product and Engineering to prioritize features and requirements.
Align delivery workflows with global standards across regions.
Ensure timely delivery of projects and track timelines and KPIs.
Drive value realization by aligning configurations with customer outcomes and security use cases.
Serve as primary escalation contact for regional delivery blockers.

Skills

International leadership

Delivery management

Stakeholder management

Cybersecurity SaaS

Cross-functional collaboration

Executive communication

Travel readiness

Job description

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

What you get to do in this role:

Team Leadership & Management

Lead and mentor an international team of Deployment Engineers and Project Managers, scaling the organization to support growing delivery demands outside the Americas.
Own and scale the partner ecosystem across international regions, driving the Armis partner enablement strategy and managing partner-delivered functions internationally.
Manage resource allocation and workload balancing to ensure project health.
Drive a culture of accountability, reinforcing global processes and roles/responsibilities to maintain alignment with the worldwide delivery organization.

Cross-Functional Collaboration

Partner with Sales, Customer Success, and Partner Success teams across international regions to ensure seamless transitions from initial deployment to long-term adoption.
Act as the international stakeholder in the sales-to-delivery handoff process, representing delivery interests consistently across international regions.
Work with Product and Engineering teams to manage and prioritize feature requests and technical requirements.
Align processes and workflows across international regions to ensure consistency and adherence to global standards.

Delivery Excellence & Value Realization

Ensure the timely delivery of all projects across international regions, tracking rigorously against deployment timelines and department objectives.
Drive "Value Realization" by ensuring technical configurations align with the customer's specific business outcomes and security use cases.
Act as the primary point of contact for escalations across international regions, resolving complex delivery blockers with urgency.

Reporting & Governance

Maintain high-level executive reporting, providing leadership with clear visibility into project status, risks, and performance KPIs across international regions.
Standardize delivery workflows across international regions in accordance with Armis' global best practices, ensuring consistency across international teams.

Qualifications

To be successful in this role you have:

5 years of experience in Professional Services, Technical Delivery, or Customer Success within the Cybersecurity or enterprise SaaS space, including experience operating across multiple international markets.
Management: At least 5 years of management experience leading global teams, with proven experience leading larger, geographically distributed organizations, including managing people managers, technical roles (Engineers), and operational roles (Project Managers) across multiple countries and regions.
International Leadership: Demonstrated success leading delivery organizations across international regions, with the ability to align international teams, partners, and processes under a unified operating model.
Communication: Exceptional verbal and written communication skills, with the ability to present technical data to C-suite executives.
Technical Proficiency: Strong understanding of enterprise networking, IoT/OT security, and the Armis product suite.
Problem Solving: A track record of managing high-pressure customer escalations and driving them to resolution.
Customer Facing: We are looking for a people-first communicator to take on this customer-facing role.
Travel: Willingness to travel up to 25% of the time is required for this position.

JV20

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or you are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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