Head of ServiceNow Managed Services

1 month ago

London, United Kingdom Konversational - The ServiceNow Customer Workflow Experts Full time

DIRECT APPLICATIONS ONLY. CLOSING DATE 29th NOVEMBER 2024


It's not just about deploying ServiceNow; it's about accelerating real business outcomes. The real return on investment is realised by the customer after implementation.


At Konversational, we are building a Managed Service team to work in partnership with customers, helping them realise tangible value from ServiceNow. Solid governance, compelling platform narratives, and clear roadmaps should be critical elements for every ServiceNow customer—whether large enterprise or SMB.


The Head of Managed Services will be accountable for defining and executing the strategic vision for the Managed Services function. This role is comprised of three main pillars:


1. The successful delivery of all Managed Service engagements, including the monitoring and management of key Managed Services KPIs.

2. The creation of new service lines, as well as enhancing and maintaining existing services.

3. Day-to-day leadership, direction, and guidance for the Managed Services team to ensure high standards of delivery and smooth operations across Managed Service engagements.


The Head of Managed Services role is part of the Services Leadership Team.


General Management:

- Provide strategic leadership, oversight, and management for ServiceNow IT professionals.

- Develop and maintain a team through coaching and performance management.

- Build strong client relationships.

- Support Account Management in cross-selling and up-selling additional Managed Services.


Delivery Management:

- Set and deliver against strategic and tactical priorities that align with business objectives.

- Ensure that relevant SLAs are captured, validated, and reported.

- Develop and manage plans and strategies to improve performance, reliability, and operational cost-effectiveness.

- Define and maintain the Managed Service Resource Plan.

- Schedule Managed Service resources—ensuring the right people are on the right projects at the right time.

- Ensure that strong processes are in place for Managed Service engagements to follow.

- Ensure consistency of processes across all Managed Service engagements.

- Responsible for the maintenance, ongoing delivery, and solution growth for existing clients.

- Lead and/or participate in service reviews as required.

- Act as a point of escalation when needed.

- Ensure all engagements are monitored and reported efficiently and consistently, both internally and externally.

- Responsible for full end-to-end management of the Managed Services lifecycle, including but not limited to: proposals (service scoping, estimation, and pricing), framework negotiation, operational support, service escalation, client reviews, and overall engagement with the customer.

- Lead all improvement initiatives related to reporting, monitoring, and risk management across Managed Services.

- Experience working with resource augmentation projects for subcontracting.


Commercial Management:

- Set and deliver against strategic and tactical priorities that align with business objectives.

- Ensure estimates are validated and reviewed according to an agreed best-practice approach.

- Support sales and Account Management in pre-sales activities, including client meetings and the production of proposals for Managed Services as required.

- Support the Sales team with proposition development for Managed Services.

- Ensure that the Managed Services team works collaboratively with Account Managers to identify and fulfil new business opportunities.

- Ensure that financial objectives for all Managed Services are met.

- Take responsibility and work closely with Finance regarding contracts, invoicing, payment chasing, etc.

- Understand targets and forecasting of revenue anticipated from each client, including revenue, profit, and margin.

- Manage and monitor the Managed Services forecast and budgets in line with financial reporting cadence.

- Develop costing models for managed service offerings.

- Ensure that all commercial activities within the team are optimised from a profitability and margin perspective.


The Successful Candidate will have:

- Ability to work tactically and perform strategically.

- Proven experience in new business development and account management within managed solutions.

- Target-driven, with the ability to work to deadlines.

- Excellent documentation skills.

- High levels of initiative, independent working, and leadership skills.

- Experience in managing resource teams.

- Ability and experience in managing services to contract.

- Strong commercial awareness.


Experience/Qualifications:

- 5 to 10 years of operations management experience leading high-performance teams.

- Experience with ServiceNow.

- Strong analytical and numerical skills.

- Strong organisational and team leadership skills.

- Advocate for proven standardised processes and methodologies.

- Experience managing budgets, costs, and pricing for Managed/Support services.

- Experience with monitoring and metrics in a Managed Services business.

- ITIL, Prince2, ISO9001, ISO20000-1 (desirable but not essential; must have worked in a process-driven organisation and be familiar with and an advocate of such processes, even if not certified).

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