Senior Manager, CRM & Industry Expert Services

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Company Overview

We believe work matters. It’s where we spend a third of our lives. We are dedicated to creating a great workplace of the future by putting people at the heart of everything we do.

About The Role

We are seeking a Senior Manager to join our growing Expert Services team supporting CRM and Industry Workflows. This leader will manage a team of Solution Architects and Consultants who partner with customers to design and implement CRM solutions on the ServiceNow platform. The Sr. Manager will play a critical role in enabling customer success, ensuring high-quality project delivery, and driving growth of the CRM & Industry Expert Services practice.

What You’ll Do

• Lead & Develop Talent: Manage and mentor a high-performing professional services team, including Solution Architects, Technical Consultants, and Business Consultants. Build career paths, set performance expectations, and foster a culture of customer success and innovation.
• Delivery Excellence: Oversee the successful implementation of CRM and Industry workflow projects, ensuring engagements are delivered on time, within scope, and with the highest level of quality.
• Customer Partnership: Act as a trusted advisor to executives and stakeholders, helping them maximize value from the ServiceNow platform through industry-specific CRM solutions.
• Practice Development: Contribute to building delivery methodologies, playbooks, and accelerators to scale the CRM & Industry practice. Partner with GTM, Product, and Partner organizations to strengthen offerings and delivery capacity.
• Operational Leadership: Manage team utilization, project staffing, and financial performance to achieve revenue and margin goals.
• Innovation & Enablement: Drive adoption of new CRM capabilities, AI-powered workflows, and industry-specific solutions across your team and customers.

Qualifications

What We’re Looking For

• Experience:
• 8+ years in professional services or consulting, with at least 3+ years in people management roles.
• Proven track record leading teams delivering CRM implementations (Salesforce, Microsoft Dynamics, Pega, ServiceNow, or similar SaaS platforms).
• Experience working with industry workflows (Financial Services, Insurance, Retail, or Telecom preferred).
• Leadership Skills: Strong people manager, able to inspire, coach, and grow talent. Comfortable balancing tactical project oversight with strategic practice development.
• CRM & SaaS Expertise: Deep understanding of CRM processes (case management, sales/service workflows, customer engagement). Familiarity with SaaS delivery models and multi-vendor ecosystems.
• Professional Services Acumen: Background in managing consulting delivery teams, including project staffing, utilization, and engagement governance.
• Collaboration: Ability to work across functions (Product, Sales, Customer Success, Partners) to drive customer and business outcomes.
• Education: Bachelor’s degree in business, technology, or related field (MBA a plus) or equivalent experience.

Requirements

• ServiceNow Certifications – maybe obtained within first 90 days.
• Certified System Administrator
• Certified Implementation Specialist – Customer Service Management
• Ability to travel to support pre-sales and project implementations.

Why Join Us

• Help scale one of ServiceNow’s fastest growing practices – CRM & Industry Workflows.
• Lead and grow a world-class professional services team.
• Work at the intersection of technology, industry, and customer success.
• Contribute to shaping the future of CRM by leveraging ServiceNow’s industry-leading platform and AI-powered innovation.

JV20

For positions in this location, we offer a base pay of $146,400 - $256,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, 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. 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 [email protected] 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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