Job Description The Team & Role The Customer Excellence Group (CEG) - Expert Services team is ServiceNow’s internal professional services organisation. The CEG team at ServiceNow works with customers to help them achieve their business outcomes by providing proven practice guidance and technical expertise. As part of the CEG Expert Services Delivery team, 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, while making ServiceNow the best buying decision they’ve ever made. This team of consultants would specialise in ServiceNow platform, Technology Workflows and Now Assist product areas. What You Get to Do in This Role Develop and lead a team of ServiceNow platform, Technology Workflows (eg, ITSM, ITOM, ITAM) and Now Assist AI specialised consultants, fostering values led culture with strong team engagements enablement, and on-going professional development. Champion customer transformation, ensuring ServiceNow solutions align with business goals and drive measurable outcomes. Provide strategic and technical leadership to customers, partners, and internal teams, and serve as the focal point for delivery matters and escalations. Contribute to billable work (20% utilisation target), with active solution governance and hands-on guidance in complex projects. Drive a culture of collaboration, knowledge sharing, and continuous learning across the team and wider organisation. Support business development and go-to-market efforts, including pre-sales, scoping, presentations and proposal development, while aligning delivery capability with wider organisational goals. Shape service offerings and best practice implementation methodology in partnership with Product, Sales and Enablement team. Coach and mentor the team with clear guidance for new hires, structured training plans and regular performance reviews for the team. Resolve on delivery challenges encountered to protect timeline, budget and ensure customer satisfaction. Key Performance Measurements Contribution to professional services business outcomes (bookings, revenue, margin). 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.
