**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 $15 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.** **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.  **Role Description** + Preparation of business reviews, including ServiceNow Services achievements, short and long-term goals . + Act as a subject matter expert in matters pertaining to ServiceNow Services . + In charge of the successful execution and profitability of SHI ServiceNow Services projects . + Lead team and resources to ensure a quality customer experience during ServiceNow services engagements. + Lead and oversee the day-to-day operations of the services department, ensuring efficient and high-quality delivery of services. + Develop and implement strategic plans to enhance service offerings and improve customer satisfaction. + Manage and mentor a team of service professionals, fostering a culture of excellence and continuous improvement. + Collaborate with other departments to align service strategies with organizational goals. + Monitor and analyze service performance metrics to drive improvements and achieve service targets. + Ensure compliance with industry standards and regulations, maintaining the highest level of service integrity. + Identify opportunities for service innovation and lead initiatives to implement new service solutions. + Develop and manage the services budget, optimizing resource allocation and cost management. + Build and maintain strong relationships with key clients and stakeholders, ensuring their service needs are met effectively. + Lead change management efforts to adapt services to evolving market and customer needs. **Behaviors and Competencies** + Adaptability: Can lead others through change, help teams adapt to new directions, and create a culture open to change. + Business Acumen: Can develop and execute business plans to drive growth and profitability. + Change Management: Can manage major changes in organizational processes or policies, can facilitate change management processes among others, can mentor others in effective change management, and can adapt change management style based on the situation and the organization’s needs. + Collaboration: Can take ownership of team initiatives, foster a collaborative environment, and ensure that all team members feel valued and heard. + Communication: Can effectively communicate complex ideas and information to diverse audiences, facilitate effective communication between others, and mentor others in effective communication. + Continuous Improvement: Can identify major areas for improvement, implement major changes, and support others in their continuous improvement efforts. + Customer-Centric Mindset: Can take ownership of customer-centric initiatives, ensuring products and services align with customer needs. Collaborates with cross-functional teams to integrate customer feedback into product development. + Leadership: Can take ownership of complex team initiatives, collaborate with others in decision-making processes, and drive team performance. + Problem-Solving: Can proactively identify and take ownership of complex problem-solving initiatives, initiate preventative measures, collaborate with others to find solutions, and drive successful outcomes. + Strategic Thinking: Can analyze complex situations, anticipate future trends, and align and integrate strategies across departments or functions. **Skill Level Requirements** + Comprehension of the inner workings of a company, including its market positioning, competitive dynamics, and operational processes, to inform decision-making and drive sustainable growth. - Expert + The capability to design and implement long-term human resources initiatives that align with the overall business strategy, driving organizational success through effective workforce planning and development. - Expert + The skill of securely handling sensitive data, ensuring privacy and compliance with data protection regulations. - Expert + Ability to cultivate and maintain effective relationships with business partners, ensuring collaborative success and strategic alignment. - Expert + Ability to oversee and direct projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied. - Expert **Other Requirements** + Completed Bachelor’s Degree in a related field or related relevant experience + 10+ years in building and managing high-performing technical teams  + 10+ years of technical experience with significant personal capability in ServiceNow platform + 10+ years of customer consulting leadership experience + 3+ years of experience in Consulting and/or Services Sales team is required + Experience hiring and developing engineering talent  + Ability to travel 25% The base salary range for this position is $140,000 - $160,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus/commissions, are $180,000 - $200,000. 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