ServiceNow Director, Managed Services (CoreXtend)
United States (Remote)
Position Summary
CoreX is entering an exciting phase of growth, transitioning into a scaling phase that demands visionary leadership and operational excellence. We are seeking an experienced and dynamic leader to oversee our ServiceNow Managed Services practice, driving growth, strategy, and customer success.
This role is ideal for a high-caliber professional who embodies a done-it-before, who is both ambitious & humble, and has a proven track record of delivering results. As the Director of ServiceNow Managed Services, you will be the architect of our Managed Services strategy, ensuring the success of our customers while bridging technical delivery with the Sales organization.
Key responsibilities:
- Service Delivery Excellence
- Lead the end-to-end ServiceNow Managed Services portfolio, ensuring seamless delivery and operational excellence.
- Establish and maintain a robust governance framework to drive accountability and transparency.
- Consistently achieve portfolio KPIs, including SLA compliance, CSAT, revenue growth, and contract renewals.
- Customer Satisfaction, Retention & Relationship Management
- Drive exceptional customer satisfaction through proactive communication, service quality, and swift issue resolution.
- Build and nurture long-term customer relationships to ensure retention and loyalty.
- Team Leadership & Capability Building
- Lead, mentor, and inspire the Global CoreXtend team, fostering a high-performance, customer-centric culture.
- Collaborate with cross-functional teams, including Sales, Pre-Sales, and Leadership, to deliver holistic and integrated services.
- Drive continuous improvement by regularly reviewing performance, gathering feedback, and implementing necessary adjustments.
Essential Job Functions:
Strategy & Operations Leadership
- Visionary Leadership, influence the Managed Services practice’s vision to define the overall strategy for Managed Services, including long-term goals and exponential growth targets.
- Value Creation, drive growth, profitability, and deliver measurable value to our customers.
- Scalable Frameworks, develop and implement efficient strategies to ensure consistent results as the practice scales.
- Inspiration, lead a team of high-performing individuals and enable life-changing career opportunities within the practice.
Service Delivery Excellence
- Oversee end-to-end Service Offering, from defining the service strategy, managing the entire service lifecycle to launch and beyond, ensuring alignment with business objectives and customer needs.
- Process Optimization, standardize and continuously improve critical processes to ensure a consistent service and a high-value customer journey.
- Unified Collaboration, partner with internal teams, including Sales, Pre-Sales, Service Delivery Leads, and the Technical team, to deliver a seamless, customer-centric experience.
- Achieve balanced performance across key metrics, including:
- Profitability
- Monthly Portfolio Revenue
- Monthly Portfolio Service Consumption
- Customer Satisfaction & Retention
- Service Renewal Rate
Customer Success & Retention
- Ensure adherence to best practices to meet or exceed quality standards.
- Identify and resolve roadblocks, mentoring team members to handle challenges independently.
- Escalate critical issues to management and own them through resolution.
- Regularly engage with Service Delivery Leads and customer stakeholders to monitor service health, including schedule, margin, utilization, and achievement of business objectives.
- Track and ensure CSAT compliance, continuously improving service offerings to deliver value to customers
- Ensure a customer renewal rate of above 95%
Business Development & Go-to-Market Support
- Patner with sales & pre-sales to position our managed services offering effectively.
- Support pre-sales activities, including scoping and CoreXtend proposals to align with customer needs.
Qualifications and Experience:
- 10–15 years of experience in IT Service Delivery or Managed Services, with at least 5 years of hands-on ServiceNow experience.
- Proven expertise in managing SLAs, incident management, governance frameworks, and customer success.
- Experience collaborating with global teams and serving international customers, demonstrating an awareness of and ability to adapt to diverse regional and industry-specific cultures.
- Hands-on experience with release management, upgrades, and platform optimization.
- Exceptional interpersonal, coaching, and communication skills, with the ability to engage effectively at executive levels.
Desirable Attributes:
- Possesses a client-centric approach and a dedication to surpassing expectations.
- Skilled in building and nurturing strong professional relationships.
- A strategic thinker who excels at execution and delivers measurable results.
- Passionate about using automation and AI to improve service delivery and efficiency.
- Demonstrates robust capabilities in leadership, influence, and team development.
Benefits
- Competitive compensation package
- Performance Bonus
- Health Insurance
- Discretionary Paid Time Off
- Retirement Planning Benefits
- Remote Work Benefits & Wellness Programs
- Extended Parental Leave
About CoreX
CoreX is an Elite ServiceNow Partner that helps customers unlock trapped value from their ServiceNow investment and drive measurable, business-focused transformation at every stage of their ServiceNow journey. Powered by ServiceNow since 2009, we’re building the #1 team in the ecosystem backed by deep industry knowledge and unmatched platform expertise.
