Senior Manager - ITOM & AIOps Solution Consulting

Job Description

At ServiceNow, we put AI to work for people. IT operations is where that matters most. When services slow down or fail, everyone feels it. Our IT Operations Management (ITOM) and AIOps portfolio helps organisations see their whole IT estate, predict issues before they reach users, and resolve them automatically. It sits at the heart of our Autonomous IT story.

Our UK & Ireland Specialist Presales Solution Consulting organisation is going through a significant evolution. We’re bringing separate specialist teams together into one organisation with one way of working: one front door for requests, deployment based on deal criteria rather than availability, and a shared set of measures across every domain. We’re doing it because customers buy the platform, not individual products, and our specialists need to show up as one team.

We’re looking for a Senior Manager to lead our ITOM and AIOps presales specialists through this change. This is a quota-carrying sales leadership role and a first-line people leadership role in equal measure. You’ll build a high-performing team, bring them with you through a new operating model, and make sure their expertise reaches the deals and customers where it makes the biggest difference.

How you’ll work with sales

Your team brings specialist depth when an opportunity needs it, and you share accountability for the result. In practice, that means:

• Partnering with the Solution Consulting Directors in each core industry area: Enterprise Industries, Financial Services, Public Sector, Energy Telco & Media, and Ireland. Together you’ll agree which accounts and opportunities to prioritise, how specialists get engaged and how you’ll measure impact.
• Running a criteria-based engagement model. Requests come through a single front door, self-service assets are offered first where they fit, and specialist time goes to the opportunities with the highest stage, value and complexity.
• Building capability across the Core SC community so they can lead standard ITOM conversations and demos with confidence, spot when a specialist is needed, and bring your team in early.
• Creating pipeline with the regions through specialist-led activities such as hands-on workshops, customer connect sessions and value labs, rather than waiting for opportunities to arrive.

You’ll succeed through influence, not reporting lines. Comfort with matrix management is essential.

What you get to do in this role

Lead and grow a high-performing team

• Recruit, coach and develop a team of ITOM and AIOps specialists, growing experienced and emerging talent alike.
• Set clear expectations, run consistent operational and team cadences, and hold the team to a high standard for customer impact and follow-through.
• Build belonging and momentum in a team that’s adapting to a new way of working.
• Develop specialists into T-shaped consultants: deep in ITOM and AIOps, and fluent in how IT operations connects to asset management, security, risk and data across the platform.

Champion the change

• Actively support and help the Specialist Solution Consulting operating model. Translate it for your team, raise concerns early and model the behaviours you expect.
• Establish consistent rules of engagement with Core SC, Account Executives and partners.
• Be data driven using data to support business execution and change

Win deals and drive consumption

• Lead from the front on strategic opportunities, owning the technical win for ITOM and AIOps alongside Core SC and sales.
• Shape cross-domain, platform-level solutions with specialist peers in asset management, Risk & Security, Employee Workflows and Data & AI.
• Make the CMDB a strength in every customer conversation. It’s the foundation of the ServiceNow platform, and your team brings the deepest expertise in the discovery and service mapping that keep it accurate.
• Partner with our Customer Excellence Group to help customers adopt and get value from capabilities they already own.

Enable and influence

• Own the ITOM and AIOps contribution to UK & Ireland SC enablement, from Level 100 for every Core SC to Level 200 champion tracks. Ensure your team is operating at Expert Level 300.
• Track record of building and maintaining reusable assets: demos, use cases, discovery guides and points of view.
• Develop industry points of view on IT operations, and represent ServiceNow at customer, partner and industry events.
• Work closely with EMEA ITOM peers, product management, partners and enterprise architects.

How you’ll be measured

This is a sales role. You’ll carry a quota for ITOM and AIOps across the UK & Ireland, alongside the shared specialist measures that every domain uses.

Quota attainment

Revenue delivered for ITOM and AIOps across the UK & Ireland

Tech-win conversion

How often specialist engagement turns into a technical win

Specialist-sourced pipeline

New pipeline your team creates with the regions

Consumption uplift

Customers getting more value from what they already own

Team capacity

How well specialist time goes to the deals that matter most

Qualifications

To be successful in this role you have:

Experience and leadership (essential)

• 10+ years in IT operations, pre-sales, solution engineering or technical consulting, ideally in enterprise software.
• 5+ years leading pre-sales or technical teams as a people manager.
• A consistent track record of attaining and exceeding quota in a technical sales leadership role, including managing complex sales cycles from start to finish.
• Proven track record of change management execution.
• Experience in a matrix organisation, influencing senior peers and sales leaders without direct authority.
• Strong coaching and talent development skills, including hiring and succession planning.
• Confidence presenting to and advising senior IT leaders such as C-suite, Heads of IT Operations and Heads of Infrastructure.

IT operations expertise (essential)

A deep, practical understanding of modern IT operations, including:

• Observability and monitoring, including event, metric and log correlation.
• AIOps: noise reduction, anomaly detection and predictive operations.
• Discovery, service mapping and configuration management (CMDB).
• Incident, problem and change practices, with ITIL 4 or equivalent.
• Site reliability engineering and service reliability concepts.
• Hybrid and multi-cloud operations, and IT automation.
• The ability to connect operational capability to business outcomes: availability, cost, risk and user experience.

ServiceNow experience (desirable, not essential)

• Hands-on or pre-sales experience with ServiceNow ITOM, such as Discovery, Service Mapping, Event Management, AIOps, Service Reliability Management, CMDB and CSDM, and Digital End-User Experience.
• ServiceNow certifications such as Certified System Administrator, or Certified Implementation Specialist in Discovery, Service Mapping or Event Management.

If you’ve done this on another observability, monitoring or IT operations platform, we want to hear from you.

Ways of working

• A data-driven approach to running a team and a pipeline.
• Curiosity about AI and agentic operations, and the ability to explain them simply.
• Willingness to travel up to 40% across the UK and Ireland.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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