The CEG Expert Services team at ServiceNow works with our customers and partners to help them achieve their business outcomes by providing prescriptive guidance. You will manage a team of consultants who will be focussed on driving adoption, customer satisfaction and ultimately help our customers realize maximum business value from their investment in the ServiceNow platform, specifically the Customer Workflow portfolio of solutions, which includes Customer Service Management, Field Service Management, and Sales and Order Management Workflows.
This position will manage a team of consultants across APAC, and reports to the APAC Customer Workflows leader.
What You Get to Do in This Role
- Develop and lead a team of CRM-focused consultants, fostering growth, enablement, and career development.
- Champion customer transformation, ensuring CRM solutions align with business goals and drive measurable outcomes.
- Provide strategic and technical leadership to customers, partners, and internal teams.
- Contribute to billable work (20% utilisation target),
ensuring hands-on engagement in complex projects.
- Drive a culture of collaboration, knowledge sharing, and continuous learning within the team.
- Support business development and go-to-market efforts, including pre-sales, scoping, and proposal development.
- Partner with internal teams Product, Sales, Enablement to align delivery capability and methodology with broader ServiceNow objectives.
- Develop and refine service offerings and best practices.
Key Performance Measurements
- Contribution to professional services business outcomes (revenue, etc.).
- 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.
QualificationsTo be successful in this role you have:
Leadership & People