ServiceNow Practice Manager - ITAM/CSM - Digital Velocity

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It’s why we’re coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we’re headed. We’re proud to share our story and Make Amazing Happen at CDW.  

Job Summary:

As a ServiceNow Solutions (SNS) Practice Manager, you will lead the achievement of SNS market position goals through go-to-market planning, service offering development, and Sales/Presales support within ITAM or CSM.

What you will do:

• Establishes and maintains a catalog of service offerings driving market position in within select portfolio areas of responsibility: ITAM or CSM

• Establishes and maintains go-to-market planning representing individual service offerings within a portfolio

• Understands ServiceNow’s product go-to-market approach and extends this into SNS service offerings as feature-sets and market trends change

• Pursues joint alliances with partner organizations or CDW teams supporting both delivery capability and go-to-market efforts

Sales Support:

• Assists Account Executives (AEs) in creating a pipeline of opportunities to meet or exceed market position goals within ITAM or CSM

• Enables AEs to leverage go-to-market material to facilitate first calls, identify potential solutions, and understand how to further pursue an opportunity including the service offerings within a portfolio

• Works across other partner organizations or CDW teams to collaborate on cross-sell opportunities

PreSales Support:

• Enables Field Solution Architects (FSAs) to appropriately scope engagements based on established go-to-market planning and delivery capabilities

• Enables FSAs with re-usable material and guidance to propose and generate effective SOWs quickly and at scale

• Provides support to FSAs during the sales cycle as needed for customer meetings, demos, scoping, proposing, etc.

• Collaborates with FSAs on solutioning engagements requiring a custom approach beyond established go-to-market planning

• Collaborates with Delivery and Presales thought-leaders on scoping estimations or statements relating to portfolio service offerings

Delivery Support:

• Enables delivery teams on market trends and where their capabilities are represented in the portfolio go-to-market strategy

• Models capabilities & training required to deliver planned service offerings

• Collaborates on delivery optimization artifacts such as requirements gathering templates, process presentations & estimation models

• Provides billable oversight to strategic or piloting engagements

Thought Leadership:

• Develops regular cadence with ServiceNow outbound product go-to-market leaders and aligns portfolio to extend from their go-to-market strategy

• Participates in executive conversations on portfolio value, potential, and business cases in order to drive enterprise service management transformation opportunities

• Researches, understands, and presents on market trends related to a portfolio bringing this into portfolio service offerings and go-to-market planning where necessary

• Presents at marketing events and conferences as needed

• Acts as an SME for internal and external CDW SNS marketing campaigns relating to portfolio service offerings

Audit:

• Participates in Post Project Reviews (PPRs), hears delivery team feedback, and improves service offerings where necessary

• Develops, maintains, and reports on metrics to measure portfolio success and market position

• Reports on portfolio market position weekly/monthly/quarterly as needed

• Collects and ensures accuracy of pipeline of business for select portfolio areas of responsibility

• Collaborates with delivery managers on bench capacity needs

What we expect of you:

Bring your passion for creating a set of services within our ServiceNow Business Unit that will appeal to a large customer base, are well laid out and easy for our consultants to deliver, and drive business growth and success. 

• Bachelor’s Degree and 5+ years of large-scale, enterprise-class planning, design, implementation and support experience within ITAM or CSM. Or, 9+ years of large-scale, enterprise-class planning, design, implementation and support experience within ITAM or CSM

• 2+ years of consulting, product management, professional services, or relevant in-field experience 

• ServiceNow Presales Accreditations within select portfolio areas of responsibility

• Market expertise in select portfolio areas of responsibility and knowledge of related ServiceNow product solutions  

• Knowledge in supporting business-to-business (B2B) sales cycles and interpreting sales metrics

• Knowledge in leveraging the Partner Success Center, CreateNow, and DemoHub on the ServiceNow Partner Portal to build market-aligned value messaging

• Knowledge in working with professional services business processes

• Expertise in presales skills, including the ability to customize solutions, facilitate product demonstrations and effectively communicate ServiceNow value proposition and key differentiators to prospects

• Expertise in communications skills both oral and written with the ability to effectively interact with stakeholders and various cross-functional teams as well as customers 

• Expertise in application and management of the ServiceNow Platform or expertise in in SaaS/cloud applications with the ability to learn new technology

• Knowledge in practitioner best practices and business process consulting within select portfolio areas of responsibility

• Knowledge in project management methodologies, practices, and contract terms

• Expertise in  collaborative go-to-market strategy, planning, and enablement

• Knowledge in market analysis, product management, and product or portfolio metrics

• Proven ability to proactively collaborate and build relationships, take initiative, creatively problem solve, and deliver against business goals and objectives

• Excellent analytical skills with a demonstrated ability to understand data findings to draw conclusions and develop actionable recommendations

• Experience selling into Federal government is a plus

• Certification as a ServiceNow Certified System Administrator (CSA) is a plus

• Commitment to customer satisfaction and supports our brand promise and guarantee to always “make it right”

• Willing and able to be on camera for all remote meetings

• Ability to travel up to 25% 

Pay range: $133,100 - $180,000 depending on experience and skill set
Annual bonus target of 15% subject to terms and conditions of plan
Benefits overview: https://cdw.benefit-info.com/
Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.     

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.