Welcome page Returning Candidate? Log back in! Manager - SHI Services - ServiceNow Job Locations US-Remote Requisition ID 2024-18775 Approved Min (Total Target Comp) USD $150,000.00/Yr. Approved Max (Total Target Comp) USD $275,000.00/Yr. Compensation Structure Base Plus Bonus Category Information Technology Job Summary

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.  

About Us

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.  Responsibilities

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   Qualifications 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   Required Skills 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    Unique Requirements Occasional travel required to visit client locations (25%)  Additional Information 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.   Options Apply for this job onlineApplyShareRefer a friend to this jobRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Need help finding the right job? We can recommend jobs specifically for you! Click here to get started. Application FAQs

Software Powered by iCIMS
www.icims.com