Senior Manager of Commercial Delivery

ServiceNow; Austin (TX); On-site; USD 140,000 - 200,000; Full time

Job summary

ServiceNow is seeking a Sr. Manager Commercial Delivery to lead delivery execution for the US Commercial market. You will oversee solution delivery across commercial customers, cultivate executive relationships, and drive strategic growth, differentiation, and operational efficiency.

The role involves coaching teams, aligning with cross-functional partners, and traveling up to 50% to meet client needs. The ideal candidate brings 8+ years in a professional services environment, strong leadership,

Qualifications

• 8+ years of leadership experience in a professional services organization.
• Proven ability to influence CXO-level executives and senior leaders.
• Experience in matrixed organizations and cross-functional collaboration.
• Strong program/project management and PMO leadership capabilities.
• Excellent oral, written, and presentation skills for diverse audiences.
• Experience designing and delivering enterprise software solutions and digital transformations.

Responsibilities

• Drive delivery execution across the US Commercial market for ServiceNow solutions.
• Oversee successful solution delivery, build strong customer relationships, and maximize opportunities.
• Develop and execute strategic plans for growth, market penetration, and differentiation.
• Coach and mentor delivery teams, focusing on specialty skill development.
• Manage utilization and other traditional professional services metrics and drive improvement.
• Collaborate with cross-functional teams (Product, Sales, Enablement) to expand implementations.
• Engage senior stakeholders and CXOs to align on roadmaps and outcomes.
• Promote continuous improvement and optimize delivery efficiency; travel up to 50% as needed.

Skills

Leadership

Consulting

Program Management

PMO Leadership

Stakeholder Management

Executive Communication

Business Development

AI & Workflow Integration

Job description

• As the Sr. Manager Commercial Delivery, you will play a pivotal role in driving delivery execution across our US Commercial market
• You will be responsible for overseeing successful solution delivery across all commercial customers, fostering deep and meaningful customers relationships, and maximizing business opportunities within the region
• Develop and execute against the strategic business plan, including strategy for growth and market penetration, competitiveness, and differentiation
• Develop your team and people including coaching, mentoring and specialty skill development for all roles
• Manage and predictably deliver against traditional Professional Services business measurements (e.g. utilization) and proactively drive actions to help ensure future attainment of these measures is possible
• 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
• Up to 50% travel annually, driven by customer needs and internal meetings

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

Dedication and commitment to customer successAbility to interact with and influence a wide range of employees, including executive management and entry-level personnel across a wide number of ServiceNow departmentsExperience working with service channel organizations and their partnersExperience 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 industryStrong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions8+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required):Ability to drive deliverables and results, which involve people who do not directly report to youAbility to learn, understand and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise mannerAbility to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Pre-sales and Enablement teamsHighly motivated, driven, and passionate about the intersection of technology and business challengesProduct ManagementProcess EngineeringStrong people development, including coaching and mentoring for management, business, and technical rolesA determination to make things better each day8+ years of consulting experience across complex, global organizationsServices or Solution SalesExcellent oral, listening, and written communication skills, including presentation, facilitation, and public speaking skillsPMO Leader, Program/Project ManagementConsultingProven ability to influence and consult successfully across enterprise software solutions, and/or Digital TransformationsStrong organizational and time management skillsExperience in leading and mentoring a in a matrixed organizationTravel required up to 50%Experience designing and developing service capabilities and developing & building on service portfolios