Technical Consultant Manager

4 weken geleden

Amsterdam, Noord-Holland, Nederland ServiceNow Voltijd
Job Title: Manager, Technical Consultants Impact

At ServiceNow, we're looking for a seasoned professional to lead our team of Technical Consultants in Amsterdam. As Manager, Technical Consultants Impact, you'll be part of our ServiceNow Impact team, responsible for delivering technical accelerators that personalize customers' digital transformation journey on the Now Platform.

This is a unique opportunity to be on the ground and build a new team from scratch. You'll collaborate with cross-functional teams, customers, and partners to ensure proper technical governance and stakeholder support. Your expertise will be crucial in managing a team of Senior and Associate level consultants to achieve ServiceNow business goals and promote a high-performance culture.

Key Responsibilities:
  • Hire, coach, and lead a team of Technical Consultants to deliver technical accelerators.
  • Responsible for employee performance management, including career development, performance reviews, and Individual Development Plans.
  • Build strategic relationships with nearby higher education facilities to source future talent.
  • Execute in a player/coach style role by reviewing customer-facing deliverables and ensuring quality solutions.
  • Manage execution of technical delivery for a growing portfolio of accelerator offerings.
  • Facilitate team career and development plans to promote individual growth and develop talent for the ServiceNow ecosystem.
  • Hold the team accountable for executing using best practices and tools to deliver value to customers.
  • Provide strategic technical thinking and build a business plan to meet team objectives.
  • Communicate and act as the escalation point of contact for collaboration, decision making, and internal and customer alignment.
  • Responsible for high customer satisfaction as reflected in Customer Survey scores.
  • Promote continuous improvement practices for accelerators and delivery/engagement materials.
  • Develop and maintain strong working relationships with other teams, such as Technical Accelerators Leadership, Global Operations, Product Success, Strategy & Portfolio Management, and Customer Success counterparts in other regions.
Qualifications:
  • 4+ years of progressive experience in a professional or managed services organization.
  • Creative, entrepreneurial spirit with comfort running initiatives and programs independently.
  • Experience working collaboratively and cross-functionally.
  • Preferred experience with 3 or more ServiceNow Products (ITOM, ITAM, ITSM, Platform, or Virtual Agent, etc.). ServiceNow and ITIL Certifications are a plus.
  • Excellent written and verbal communication skills at the Customer Experience (Cx) level.
  • Strong interpersonal skills, customer-centric attitude, and passion for cultural diversity.
  • Keen attention to detail and ability to multitask in a self-managed environment.
  • Customer-centric mentality, willing to go the extra mile for the Customer, and break down barriers to ensure customer success.
  • Interacts well with both technical and non-technical customers, attains relevant technical and business requirements, analyzes information.
  • A passion for continually leveraging new technologies and functionality and being involved in projects that push existing technologies' capabilities.
  • A strong desire to contribute to our best place to work where everyone can be their best self and feel an amazing sense of belonging.
  • Have a hungry and humble mindset; and proactively seek help when challenges arise.

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