Manager - SHI Services - ServiceNow

The Manager of SHI Services - ServiceNow will lead a post-sales technical team focused on the ServiceNow platform. This client-facing leader will provide project and services oversight by managing a team of ServiceNow focused consultants and developers. They will ensure all resources are properly trained, well utilized, and are delivering high quality services. The Manager of SHI Services promotes the team’s capabilities through pre-sales activities and is responsible for the overall profitability of the team.  

The Manager of SHI Services - ServiceNow will report to the Vice President of Services or Managing Director of Services. This is a remote position but may be required to report to SHI headquarters as determined by SHI management.  

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Include but not limited to: 

•  Build, lead, develop and coach an infrastructure focused team of technical resources  
• Lead team and resources to ensure a quality customer experience during ServiceNow services engagements  
• Maintain quality standards for all services  
• In charge of the successful execution and profitability of SHI ServiceNow Services projects  
• Oversight of portfolio of ServiceNow projects, including customer escalations  
• Create functional strategies and specific objectives for Service Delivery team members to drive career development  
• Develop and manage training plans to ensure team is highly trained in all services and following procedures and protocols  
• Drive continuous improvement and operational discipline through collaborative and proactive activities to enable scalable and repeatable processes  
• Participate in business strategy discussions internally and externally  
• Preparation of business reviews, including ServiceNow Services achievements, short and long-term goals  
• Act as subject matter expert in matters pertaining to ServiceNow Services  
• Provide subject matter expertise in development of statements of work and applicable templates  
• Lead in accordance to Key Performance Indicators (KPIs) and SLAs, regularly reporting on them and associated corrective actions and insights  
• Educate customers on company services and translate those into a clear business value proposition  
• Oversee the interviewing of hiring team encouraging the diversity of background and experience  
• Complete employee performance evaluations and address personnel issues  

• Bachelor’s degree in computer science or related technical field or equivalent work experience  
• 10+ years in building and managing high-performing technical teams  
• 10+ years of technical experience with significant personal capability in ServiceNow platorm 
• 10+ years of customer consulting leadership experience  
• Experience hiring and developing engineering talent  
• Experience ramping up quickly in an evolving and challenging role.  
• Experience managing and delivering IT projects and providing world class support.  
• Experience in project management of complex deliverables with limited resources  
• In-depth understanding of collaboration and communication concepts  

• High degree of technical and business acumen  
• Ability to work creatively and analytically in meeting customer needs  
• Well-honed troubleshooting skills at various levels of complexity  
• Presentation skills; high degree of comfort with both large and small audiences  
• High level of comfort communicating effectively across internal and external organizations  
• Strong Communication skills with ability to simplify and explain complex problems to stakeholders of all levels across multiple functions  
• Management/Leadership Skills  
• Excellent negotiation skills  
• A linear, logical thinking style with ability to break down and solve difficult problems  
• Receptive listening skills, with ability to present ideas in a clear, concise fashion to technical and non-technical audiences  
• Strong ability to work independently or in a team-oriented, collaborative environment  
• Ability to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills  
• Ability to effectively prioritize and execute tasks  
• A data-driven approach to all incident and problem management  
• Delegation skills with the ability to assign tasks efficiently and effectively to staff by identifying their skillsets while ensuring staff accountability and productivity  
• Problem solving skills with the ability to serve as an escalation point and knowledgeable resource and direct resolution  
• Ability to monitor employee performance in a fair and consistent manner and provide actionable feedback, address personnel issues, and provide employee recognition   

• Occasional travel required to visit client locations (25%) 

• The estimated annual pay range for this position is $150,000 - $275,000 which includes a base salary and bonus. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. 
• Equal Employment Opportunity – M/F/Disability/Protected Veteran Status.