**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 areproperly trained, wellutilized, andare deliveringhigh quality services. The Manager of SHI Services promotes the team’s capabilities through pre-sales activities andis responsible forthe 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 berequiredto report to SHI headquarters asdeterminedby 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 specificobjectivesfor 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 matterspertaining toServiceNow Services  + Provide subject matterexpertisein development of statements of work and applicable templates  + Lead in accordancetoKey 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 ServiceNowplatorm + 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 levelof 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 byidentifyingtheir 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 tomonitoremployee performance in a fair and consistent manner and provide actionable feedback, address personnel issues, and provide employee recognition   **Unique Requirements** + Occasional travelrequiredto 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.  Refer a friend to this job (https://careers-shi.icims.com/jobs/18775/manager---shi-services---servicenow/job?mode=apply&apply=yes&in\_iframe=1&hashed=-336032949) **Need help finding the right job?** We can recommend jobs specifically for you! **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_