Senior Manager, Expert Services

About the role

ServiceNow’s Customer Excellence Group - Expert Services team seeks a Senior Manager to lead consultants driving customer adoption and business value on the ServiceNow platform. The role involves managing a specialized team in Tech/Core Business/SecOps/IRM workflows, providing strategic leadership, and contributing to billable delivery. This full-time position is based in Bangalore, Karnataka, India.

What you’ll do

• Develop and lead a team of ServiceNow platform and specialized consultants
• Champion customer transformation ensuring solutions align with business goals
• Provide strategic and technical leadership as focal point for delivery matters and escalations
• Contribute to billable work with active solution governance and hands-on guidance
• Support business development including pre-sales, scoping, and proposal development
• Shape service offerings and best practice implementation methodology
• Coach and mentor the team with training plans and performance reviews
• Resolve delivery challenges to protect timeline, budget, and customer satisfaction

What you’ll bring

• 10+ years in consulting or professional services with focus on enterprise-wide business transformation
• Proven leadership experience managing teams or leading large-scale customer engagements
• Experience working with ServiceNow platform, workflows (Tech/Core Business/SecOps/IRM), and NowAssist
• Strong problem-solving mindset focused on transformation and measurable business value
• Comfort engaging with executive and senior stakeholders

Nice to have

• Preferably ServiceNow certified or accredited on various workflows, Data Foundation, and Now Assist areas
• CTA/CMA certifications are highly desired
• Additional ServiceNow platform-based certifications (Flow Designer, Service Portal, Virtual Agent) are a benefit
• Experience with Now Create, Agile frameworks, or similar methodologies

Skills

Benefits

• Flexible work personas based on nature of work and location
• Accommodations for reasonable accommodation during application process
• Opportunity to pursue relevant certifications and continuous learning