Services Transformation Director - Genai

Job Description
The Team
The ServiceNow Customer Success Organization (CSO) —which includes Customer Outcomes (services sales and Expert Services delivery), Customer Excellence (home to our Impact BU), Impact Delivery, Product Success, and our Global Education organization (including!)—is focused on getting our customers to value across the end-to-end customer journey. In partnership with the Senior Director of Services Transformation and the broader global Transformation Office, this role will be integral to executing the strategy to enable the services organization to drive global, large-scale, transformation initiatives from inception to execution, as we grow the AMS business and accelerate our customer’s success.
The Role
This is an extraordinary opportunity for a collaborative, strategic thinker, and proven executor to partner closely with the Senior Director of Services Transformation, to drive transformation within the services business in a data-driven agile manner. This role will work closely with the Senior Director of Services Transformation, GenAI to drive global change across a variety of GenAI workstreams and goals.
You will partner with internal and external stakeholders to understand the customer and develop repeatable solutions that can accelerate the growth of the services business. You will develop GenAI offerings that can be executed in an accelerated and high-quality manner. You will work to ensure strategic business investments are made with data-driven fiscal discipline, to ensure the business metrics are achieved. In addition, you will work to develop transformation strategies aligned with broader organizational goals and establish clear objectives and performance metrics for these initiatives. This role will create and execute organizational change management plans to ensure smooth transitions and communicate effectively while managing stakeholder expectations. You will also identify areas for process and operational improvement that ultimately enhance productivity, quality, and opportunities for automation and technology improvements.
Responsibilities:
Strategic Execution:
Collaborate with the Senior Director of Services Transformation, GenAI to build and execute workstreams that deliver on the transformation vision and mission. Define the tenets of the organization that need to transform to meet short- and long-term goals in pursuit of driving adoption and leveraging GenAI within Customer Outcomes. Work closely with the Strategic Operations and Customer Outcomes leaders to create processes, mechanisms and tools for our teams to effectively leverage GenAI across the organization in support of our transformation efforts.
In partnership with the Senior Director of Services Transformation, provide expertise and leadership to help drive GenAI related workstreams globally. While a candidate may not have expertise in all areas, we encourage candidates who have broad experiences to apply to support the broader team in the definition and delivery of their specific workstreams and other strategic efforts to be identified.
Customer Outcomes GenAI Strategy and Execution:
Drive transformational growth through identification, prioritization and execution of comprehensive Gen AI strategy. Aspects to include deep and up to date understanding of ever changing Gen AI landscape and managing the creation of approach to enable our Customer Outcomes teams to be leaders in the adoption to enhance time to value for clients.
Sales alignment and velocity:
Drive sales enablement activity to increase services seller productivity by building GenAi assets that facilitate our sales team and align with license sales, creating a catalog of repeatable and reusable services.
Delivery Excellence:
Leverage CSAT and Customer Experience mechanisms to evaluate the delivery effectiveness of the Services team and create clear initiatives for improvement. Establish Governance frameworks for projects with a strong engagement management focus to improve CSAT and acceptance rates.
Investment Strategy:
Determine required strategic investments in the Services business and have metrics to measure the impact on platform sales (adoption). Work closely with license Sales to determine high-impact customers and specific use cases to make services investments.
Industry Focus:
Develop industry points of view (POV) from a Services perspective and develop industry-specific offerings to jumpstart platform adoption. Align with overall industry strategy of the organization.
Continuous Improvement:
Analyze, inspect and measure the business to create continuous improvement in selling, delivery, industry, partner and metrics to evolve with the growth in the business. Develop as-sold/delivered profitability measures to inspect engagement metrics. Develop RAG criteria for projects and appropriate escalation methods. Create best-cost location strategy in offshore locations to reduce costs and improve margins. Improve processes and governance around pipeline hygiene, developing sales collateral, and improving deal quality and profitability. Improve forecasting accuracy to ensure availability of delivery personnel