PS ServiceNow Director

At Navisite, celebrating our employees and investing in their well-being and development is not just a priority or an initiative - it's woven directly into our company fabric. Our mantra and unofficial corporate hashtag #SoMuchGood is all about recognizing our team's commitment and achievements, both inside and outside the office. It's that theme that has driven a host of programs at Navisite - it's who we are. What we do is simple: We work hard, we have fun, we give back to the community and we never take our eye off the goal - creating a modern cloud MSP with a global, talented team of employees. Join us and be part of our team!!

Responsibilities

ServiceNow Director of Professional Services. Lead the PS team, with responsibilities of resource planning, training planning, work direction, delivery models and best practice consulting.

●Provide effective and inspiring leadership to a global team of consultants, project managers, support personnel, Analysts, and Developers focused on exceeding service commitments to all ServiceNow Customers

●Oversee, direct, and organize the work of the teams responsible for onboarding, managing and services delivery.

●Lead engagements with customers to gather their needs, design customized solutions, and present these solutions effectively, ensuring a seamless and outstanding customer experience from initial discussions through solution presentation and implementation.

●Maintain continuous lines of communication, keeping the Leadership of all critical issues

●Establish and monitor ServiceNow staff performance and development goals, assign accountabilities, set objectives, establish priorities, conduct annual performance appraisals, and administer salary adjustments.

●Mentor and develop ServiceNow staff using a supportive and collaborative approach: assign accountabilities; set objectives; establish priorities; and monitor and evaluate results.

●Represent the organization externally, as necessary, particularly in renewal, get healthy, and deal closing exercises

●Support the definition of routes and preferred routes to market and channel selection 

●Assist with managing the pricing strategy/policy with Sales Engineering and be accountable for ensuring the Professional Services delivers against planned profitability levels (> 35%).

●Assist with development of the long-term strategy and strategic direction for the ServiceNow Professional Services including the formulation of an annual plan 

●●Work across teams and functions to explore options and deliver opportunities to improve gross profit 

●Through interactive dialogue with customers, set strategic imperatives and examples for continually improving the Navisite Customer experience. 

●Define required staffing capacity levels and manage the onboarding / off-boarding of staff to meet demand

●Provide thought leadership and input for all operating standards that are common across lines of business and participate in integration activities as required

●Serve on enterprise committees for Architecture, Service Offerings, and Customer Experience. Chair a committee as asked/required.

●Utilize staff functions such as HR, Security, Finance, and PMO wisely to drive efficiency, standards, and improved quality. Support the roll out and adoption of standards and policies written by staff functions

Navisite is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees. Navisite does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, parental status, military service, or other non-merit factor.