Sr Mgr, Commercial Delivery

What you get to do As the Sr. Manager Commercial Delivery, you will play a pivotal role in driving delivery execution across our US Commercial market. You will be responsible for overseeing successful solution delivery across all commercial customers, fostering deep and meaningful customers relationships, and maximizing business opportunities within the region. What you get to do in this role: Develop and execute against the strategic business plan, including strategy for growth and market penetration, competitiveness, and differentiation. Develop your team and people including coaching, mentoring and specialty skill development for all roles Manage and predictably deliver against traditional Professional Services business measurements (e.g. utilization) and proactively drive actions to help ensure future attainment of these measures is possible Collaborate with cross-functional teams to ensure successful implementation and expansion of ServiceNow solutions. Provide active and visible leadership and guidance to a team of ServiceNow professionals. Cultivate and maintain strong relationships with existing and potential clients. Stay abreast of industry and regional trends along with development of new business opportunities. Drive customer satisfaction by delivering high-quality solutions and exceptional service. Execute with customer centricity as a core value. Monitor and analyze delivery execution performance metrics to identify areas for improvement. Develop and implement initiatives to enhance operational efficiency and effectiveness. Build and nurture relationships with internal stakeholders through partnership for joint goals. Engage and build meaningful relationships with senior leadership or even CXO roles to support discussions related to their implementation roadmap. Promote continuous improvement practices for delivery/engagement. Enable and mentor members of the ServiceNow delivery team and partner ecosystem. Up to 50% travel annually, driven by customer needs and internal meetings.

To be successful in this role, we need someone who has: 8+ years of leadership experience in a professional services organization with prior background in one (or more) of the following roles (required): PMO Leader, Program/Project Management Product Management Services or Solution Sales Consulting Process Engineering 8+ years of consulting experience across complex, global organizations. Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry. Experience in leading and mentoring a in a matrixed organization. Experience designing and developing service capabilities and developing & building on service portfolios. Proven ability to influence and consult successfully across enterprise software solutions, and/or Digital Transformations. Experience working with service channel organizations and their partners. 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 management, business, and technical roles. Ability to learn, understand and maintain knowledge of complex technical solutions and ability to present these 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, Pre-sales and Enablement teams. Excellent oral, listening, and written communication skills, including presentation,