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Technical Accelerators Manager
2 months ago
At ServiceNow, we harness technology to enhance global efficiency, and our dedicated workforce makes it all possible. We thrive in a fast-paced environment because we understand that the world demands swift solutions. Our innovative spirit sets us apart, enabling us to deliver exceptional value to our clients and communities. By becoming part of ServiceNow, you will join a dynamic team of innovators driven by curiosity and creativity. We believe that your most impactful work occurs when you are at your best, and we strive to create an environment that fosters your unique talents. Together, we aim high, supporting one another in realizing both individual and collective aspirations. The future is bright, and it begins with you.
With over 7,700 clients, we proudly serve approximately 85% of the Fortune 500 and are honored to be recognized among FORTUNE's 100 Best Companies to Work For and the World's Most Admired Companies.
Discover more about our culture on the Life at Now blog, where our employees share their experiences at ServiceNow.
If you feel you may not meet every qualification but are enthusiastic about the role, we encourage you to apply. At ServiceNow, we are dedicated to fostering an inclusive atmosphere where all voices are acknowledged, valued, and respected. We welcome candidates from diverse backgrounds, including those whose experiences may not align with traditional paths for this role. We believe that skills and experiences are transferable, and a passion for dreaming big makes for outstanding candidates.
Role OverviewThis position requires in-office presence for 2 days a week.
Responsibilities include:
- Actively participate in establishing a new team in Montreal, Canada. The Manager – Technical Accelerators, Impact (Americas) is integral to ServiceNow Impact, our latest offering. This product customizes clients' digital transformation journeys on the Now Platform, accelerating their time-to-value.
- As part of the global customer success organization, this team will implement our technical accelerators to help clients realize business value and expedite the adoption of the ServiceNow products they have acquired.
- The Manager, Technical Accelerators, Impact (Americas) will oversee a team of Technical Consultants responsible for delivering specific accelerators. This role necessitates collaboration across various business functions, clients, and partners, ensuring adherence to technical governance to secure stakeholder support for the services provided.
Key Responsibilities:
- Recruit, mentor, and lead a team of Senior and Associate level technical consultants to meet ServiceNow's business objectives and foster a high-performance culture.
- Manage all aspects of employee performance for your team, including career development, performance evaluations, Individual Development Plans, guidance, and mentoring.
- Build and utilize strategic partnerships with Outsourced Strategic Partners (OSP) and local educational institutions to cultivate future talent.
- For newly onboarded team members, adopt a player/coach approach by reviewing customer-facing deliverables focused on solution delivery and ensuring the quality of configured/developed solutions.
- Oversee the execution of technical delivery for a growing portfolio of accelerator offerings to ensure a consistent delivery experience.
- Facilitate the team's career and development plans to encourage individual growth and develop talent for the broader ServiceNow ecosystem.
- Hold the team accountable for utilizing best practices and tools to deliver value to clients.
- Provide strategic technical insights, crafting and executing a business plan to achieve team objectives.
- Serve as the technical escalation point of contact to promote collaboration, decision-making, and alignment between internal teams and clients.
- Ensure high customer satisfaction as indicated by Customer Survey scores.
- Advocate for continuous improvement practices for accelerators and delivery/engagement materials.
- Develop and maintain strong working relationships with other teams, including Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and counterparts in other regions.
QualificationsTo excel in this role, candidates should possess:
- 4+ years of progressive experience in a professional or managed services organization; or equivalent education/experience.
- Strong technical expertise with AI Models, Deep Learning Models, and Large Language Models is highly preferred.
- Proficiency in presenting and clearly communicating AI concepts to both technical and non-technical audiences.
- 4+ years of technical management experience in delivery within a professional or managed services organization; preferably in cloud-based solutions using agile deployment methodologies.
- A creative, entrepreneurial mindset with the ability to independently manage initiatives and programs in a fast-paced environment.
- Experience in collaborative and cross-functional work.
- Excellent written and verbal communication skills at the Customer Experience (Cx) level.
- Strong interpersonal skills, a customer-centric approach, and a passion for cultural diversity.
- Attention to detail and the ability to multitask in a self-directed environment.
- A customer-focused mentality, willing to go above and beyond for clients, and breaking down barriers to ensure their success.
- Ability to engage effectively with both technical and non-technical clients, gather relevant technical and business requirements, analyze information, and design comprehensive solutions.
- A commitment to leveraging new technologies and functionalities and participating in projects that enhance existing technological capabilities.
- A strong desire to contribute to a workplace where everyone can thrive and feel a genuine sense of belonging.
- A humble and eager mindset, proactively seeking assistance when challenges arise.
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 prioritize flexibility and trust in our distributed work environment.
For positions requiring access to technical data subject to export control regulations, ServiceNow may need to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any necessary export license or other approvals required by the U.S. Government.
Please be aware that fraudulent job postings and job scams are increasingly common.
All legitimate ServiceNow job postings can be found through the ServiceNow Careers site.
