Senior Manager, Expert Services (CRM and Industry Workflows)

The CEG Expert Services team at ServiceNow works with our customers and partners to help them achieve their business outcomes by providing prescriptive guidance. You will manage a team of consultants who will be focused on driving adoption, customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform, specifically the Customer Workflow portfolio of solutions, which includes Customer Service Management, Field Service Management, Sales and Order Management, and Industry Workflows.

This position will manage a team of consultants across APAC, and reports to the APAC ES CRM & Industries leader.

What You Get to Do in This Role

Develop and lead a team of CRM&I-focused consultants, fostering growth, enablement, and professional development.

Champion customer transformation, designing and architecting ServiceNow and CRM&I solutions that align with business needs and industry best practices to drive measurable outcomes.

Provide strategic and technical leadership to customers, partners, and internal teams, driving the adoption of best practices in ServiceNow architecture and development, focusing on scalability, performance, and maintainability.

Contribute to billable work (20% utilisation target), ensuring hands-on engagement in complex projects.

Drive a culture of collaboration, knowledge sharing, and continuous learning within the team.

Support business development and go-to-market efforts, including pre-sales, scoping, and proposal development.

Partner with internal teams—Product, Sales, Enablement—to align delivery capability and methodology with broader ServiceNow objectives developing and refining service offerings and best practices and feedback on go-to-market activities and product implementations.

Key Performance Measurements

Contribution to professional services business outcomes (revenue, etc.).

Team productivity and billable utilisation.

Customer satisfaction scores and project business impact.

Product consumption and/or adoption

Talent development and team growth.

Readiness and capability building within the team.

Driving innovation and adoption in ServiceNow deployments.

To be successful in this role you have:

Leadership & People Development

Proven leadership experience in a professional services environment.

Ability to inspire, mentor, and develop diverse teams in technical and business domains.

Experience managing teams or leading large-scale customer engagements.

Strong relationship-building skills with internal teams, partners, and customers.

Commitment to fostering an inclusive and equitable workplace, valuing diverse perspectives.

Consulting & Delivery Experience

10+ years in a consulting or professional services role with a focus on enterprise-wide business transformation solutions.

Industry domain expertise and experience working with customers in 1 or more of the following industry verticals - Telecommunications, Banking/Financial S