Senior Manager, Expert Services (ServiceNow)

About the role

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

What you’ll do

• Develop and lead a team of ServiceNow specialized consultants, fostering culture and professional development
• Champion customer transformation ensuring solutions align with business goals and drive outcomes
• 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
• Drive collaboration, knowledge sharing, and continuous learning across the team
• Support business development including pre-sales, scoping, and proposal development
• Shape service offerings and best practice implementation methodology with Product and Sales teams
• Coach and mentor team members through training plans and performance reviews

What you’ll bring

• 10+ years in consulting or professional services with enterprise transformation focus
• Proven leadership experience managing teams in professional services environments
• Technical delivery experience with ServiceNow, specifically Tech/Core Business/SecOps/IRM workflows
• Experience engaging with executive stakeholders and distilling business needs
• Strong problem-solving mindset focused on measurable business value

Nice to have

• ServiceNow certified or accredited on workflows, Data Foundation, and Now Assist areas
• CTA/CMA certifications are highly desired
• Experience with Now Create, Agile frameworks, or similar methodologies
• Comfort navigating ambiguity and adapting to rapid change

Skills