Expert Services - Risk & Resilience Practice Leader
Location
Addison, TX | United States
Job description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
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Job Description
The role of the Expert Services – Risk & Resilience Practice Leader is to oversee expert resources responsible for consulting work related to our Risk & Resilience product suite – to include Integrated Risk Management (IRM), Business Continuity Management (BCM), and associated products. This team has direct billable roles in ServiceNow-led customer engagements, as well as advisory or leadership roles in a co-delivery model with our partner ecosystem. Regardless of delivery model, the objective of the team is to drive best practice and platform operating efficiency into our customers’ environments to ensure their ease of growth and maintainability.
- Develop and execute the Americas Risk & Resilience Practice business plan, including strategy for growth and market penetration, competitiveness, and differentiation.
- Cultivate practice resources and business processes across all areas of specialization, incubation, and investment.
- Establish and invest in high performing teams and responsible to develop and provide deep subject matter expertise offering business process and technical leadership and proficiency.
- Build and nurture the product Business Unit (BU) relationship through partnership for joint goals.
- Meet with Customer Leadership to position the use of Expert Services resources as part of several different models including co-delivery with partners, advisory expertise, and ServiceNow-led implementation work.
- Collaborate with the Portfolio Manager in the Customer & Partner Leading Practices organization in the design and build of the portfolio for Practice Products and capabilities with BUs, Solution Consulting, Marketing and Innovation organizations.
- Collaborate with Service Offerings team to build and maintain a robust service offering catalog for customer consumption
- Deploy and run the portfolio through best practice development and execution.
- Define and manage metrics and KPIs for practice team members.
- Decisions/Actions that embody and employ: Proactive Thinking, Critical Thinking, Problem Solving, Escalation Remedies, and Conflict Resolution.
Qualifications
To be successful in this role you have:
- 5+ years of leadership experience in a professional services organization in one (or more) of the following roles (required):
- Practice Management
- Program/Project Management
- Implementation
- Process Engineering
- Product Management
- Services Sales
- Practitioner subject matter expertise in Risk & Resilience
- Experience managing professional services forecasting, resourcing, and capacity
- Experience working within Agile or Scaled Agile frameworks
- Industry certifications that may include:
- Certified ServiceNow Administrator (CSA)
- Relevant ServiceNow Certified Implementation Specialist (CIS) certifications
- Relevant Risk & Resilience industry certifications (e.g., ISACA, OCEG, CBCP)
- ITIL v3 Foundation and/or Advanced ITIL Certifications
- PMP, Agile, and/or Scaled Agile
- Experience in technical consultative pre-sales environments, scoping and solutioning services engagements and crafting statements of work
- Experience designing and developing services capabilities and offerings
- Experience designing, developing, and running service portfolios
- Understanding and basic use of development tools and/or software, such as:
- ServiceNow Platform
- MS Office (Word, PowerPoint, Excel)
- MS Visio
- MS Project
- Adobe Professional
- 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 business and technical roles.
- Ability to learn, understand and maintain knowledge of complex technical solutions.
- Ability to present technical and/or services business 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, Presales 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 senior management, and entry-level personnel across a wide number of ServiceNow departments.
- Initiative - Proactive, self-motivated, and self-directed.
- 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%.
Required Competencies:
- Business Opportunity Identification, Analysis and Development
- Consultative Perspective
- Directs Work
- Ensures Accountability
- Interpersonal Savvy
- Manages Change
- Manages Complexity
- Manages Conflict
- Optimizes Work Processes
- Plans and Aligns
- Project Management / Leadership
- Persuades
- Staffing, Capacity Planning, Market Support and Operations
- Strategic Mindset
- Strategic Planning and Analysis
- Synthesizing and Simplifying
Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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