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Sr. Manager, Expert Services - Platform Architect

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Customer Outcomes Platform Architect People Manager will be responsible for developing and maintaining Enterprise Architect and C-level executive relationships across 1-2 accounts as well as mentoring a team of Platform Architects. The over-riding objective for the Platform Architect will be to drive customer outcomes and become the trusted advisor at these managed accounts leading to client’s goal achievements, ServiceNow platform health, ServiceNow platform architecture and technical governance with the account.

What you get to do in this role:

  • Service 1-2 VLE/LE Accounts
  • Develop strong executive relationships with Enterprise Architect, C-Level Executives and business leaders
  • Understand business objectives and outcomes to support the Success Architect in developing a customer roadmap
  • Enterprise Architecture
  • Responsible for analyzing and translating business information and technical requirements into an architectural blueprint that outlines solutions to achieve complex business objectives
  • Engages with customer enterprise architects to position ServiceNow as the digital transformation platform integrated with the core systems
  • Assist Customer Outcomes sales with Staffing and Scoping Projects
  • Advocate/champion ServiceNow’s advisory and expert services best practices and industry use cases with clients
  • Work with clients and ServiceNow teams to establish delivery operating model governance to ensure successful go-lives, end-user adoption and on-going support
  • Contribute thought leadership (methodology and white papers) on how Advisory, Expert Services, and Co-Delivery can optimize to achieve customer outcomes
  • Guide a customer down a prescriptive solution design and manage through the technical implementation decision points
  • Define solutions across the platform that align to out of the box capabilities
  • Support the sales effort scoping and estimation that refine the customer vision and capabilities into activities and estimates
  • Deliver high customer sat metrics for assigned accounts
  • Manage a team of 4 - 8 Platform Architects
  • Responsible for all aspects of employee performance management for your team, including career development, performance reviews, Individual Development Plans, guidance and mentoring
  • Responsible for the successful achievement of the Platform Architect KPIs, Quality Assurance of the customer engagements for your direct reports

Qualifications


  • BA/BS or equivalent
  • Desired industry experience in Financial Services, Telecom and Federal
  • Minimum 3 -5 years in management consulting leadership role at a top-tier consulting company or equivalent focused on technology (Digital/SaaS/Enterprise Software) enabled transformations
  • Proven track record of success at F50-500 accounts
  • Understanding of issues and imperatives driving digital transformation across industry
  • Depth in digital transformation design, implementation, and management
  • Deep expertise in one industry, “minors” in one or two additional industries
  • Middle and back office functional experience
  • Transformation experience
  • Strong executive relationships with CIO, CFO, CHRO and business line leaders
  • Experience identifying business objectives and solving business challenges
  • Experience serving as part of a key client account leadership team
  • Successful experience integrating with other account functions in developing and implementing account strategies and Customer Outcomes plans
  • Experience owning outcomes/accountability to a CxO position
  • Co-Delivery experience with Big 4, large SIs
  • Knowledge of ServiceNow - minimal, ideal is knowledge and experience with multiple ServiceNow product suites
  • Successful track record of managing high performing teams
  • Player Coach / Mentality
  • Demonstrated success managing teams to KPIs across a portfolio of customer engagements

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.

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.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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