What you get to do in this role:
- You will report to the Expert Services Leader EMEA. You and your team will actively work with customers and alongside partners to provide ServiceNow Platform leading practice guidance. To achieve excellent business outcomes underpinned by a technically healthy platform this team must be at the forefront of these leading practices, collaborating across ServiceNow, to both receive the latest standards, but also to feedback and support their continuous improvement.
- You are accountable for partnering with ServiceNow account teams and across Customer Outcomes to allocate the right consultant at the right time in the right place. Driving best in class execution, utilization management, measurable KPIs and SLAs determining success, building a world class team that can not only deliver, but in many cases partner with sales teams to help articulate the value proposition of Platform Architecture services.
- Additionally, you must have the ability to continuously learn and improve from our customers, your team and from our Product Development and Sales Teams. This feedback loop is critical to constant innovation, improvement and growth of the overall Platform Architecture capability in the GEO, both directly as well as through Customer Outcomes Excellence and Product Development.
- Delivery success criteria such as time to value, accuracy, health scan and NPS
- Talent and roles’ rotation to Customer Outcomes strategy
- Productivity / Utilization
- Subject Matter Expertise
- Technical Consultative Skills
- Cost to serve/margin
- Employee Voice Survey
- Training Hours
- Talent development and recruitment