Sr Mgr, Commercial Delivery

ServiceNow; Austin (TX); Hybrid; USD 150,000 - 230,000; Full time

Job summary

ServiceNow is seeking a Sr. Manager Commercial Delivery to lead delivery across our US Commercial market. You will oversee successful solution delivery, cultivate strong customer relationships, and maximize business opportunities in the region.

You will develop strategic plans, coach teams, and manage delivery metrics while collaborating with cross-functional groups to ensure successful implementations of ServiceNow solutions. Travel up to 50% is required.

Qualifications

• 8+ years of leadership experience in a professional services organization.
• 8+ years of consulting experience across complex, global organizations.
• Experience integrating AI into work processes, decision-making, or problem-solving.
• Experience leading and mentoring in a matrixed organization.
• Experience designing and developing service capabilities and building service portfolios.
• Proven ability to influence across enterprise software solutions and/or Digital Transformations.
• Strong ability to speak with CXO-level stakeholders to extract outcomes.

Responsibilities

• Develop and execute the strategic business plan for growth, market penetration, and differentiation.
• Develop your team through coaching, mentoring, and skills development for all roles.
• Manage and predictably deliver against traditional Professional Services metrics and drive actions to attain targets.
• Collaborate with cross-functional teams to ensure successful implementation and expansion of ServiceNow solutions.
• Provide active leadership and guidance to a team of ServiceNow professionals.
• Cultivate and maintain relationships with existing and potential clients.
• Stay abreast of industry trends and develop new business opportunities.
• Drive customer satisfaction by delivering high-quality solutions and exceptional service.
• Engage with senior leadership to support implementation roadmaps.

Skills

Leadership

Program/Project Management

Product Management

Consulting

Sales

People development

Executive communication

AI in work processes

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

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.

What you get to do in this role:

• 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.

Qualifications

To be successful in this role, we need someone who has:

• 8+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required):
  • PMO Leader, Program/Project Management
  • Product Management
  • Services or Solution Sales
  • Consulting
  • Process Engineering
• 8+ years of consulting experience across complex, global organizations.
• 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.
• Experience in leading and mentoring a in a matrixed organization.
• Experience designing and developing service capabilities and developing & building on service portfolios.
• Proven ability to influence and consult successfully across enterprise software solutions, and/or Digital Transformations.
• Experience working with service channel organizations and their partners.
• Strong experience and capability to speak to customer leaders (including CXO roles) to extract outcome expectations, and to influence their thinking and directions.
• Highly motivated, driven, and passionate about the intersection of technology and business challenges.
• Dedication and commitment to customer success.
• A determination to make things better each day.
• Strong people development, including coaching and mentoring for management, business, and technical roles.
• Ability to learn, understand and maintain knowledge of complex technical solutions and ability to present these concepts in a comprehensive and concise manner.
• Ability to interface and develop relationships with other ServiceNow departments, in particular Product Management, Product Development, Product Marketing, Training, Sales, Pre-sales and Enablement teams.
• Excellent oral, listening, and written communication skills, including presentation, facilitation, and public speaking skills.
• Ability to interact with and influence a wide range of employees, including executive management and entry-level personnel across a wide number of ServiceNow departments.
• Ability to drive deliverables and results, which involve people who do not directly report to you.
• Strong organizational and time management skills.
• Travel required up to 50%.

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 are unable to use this online application and need an alternative method to apply, please contact [e-mail] 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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