Sr Manager, Workflow Design Studio

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The Workflow Design Studio reimagines customer experiences to drive innovation. The Studio is a specialized team of Service Designers, Developers, and Architects practicing Design Thinking who work with our customers and colleagues during the pre-sales process to co-create innovative solutions to key business challenges. Following a human-centered approach to innovation, the Studio draws from the diverse skill sets of each member to integrate the needs of people, the possibilities of technology, and the requirements for business success. 

As we continue to expand our Workflow Design Studio, we are seeking an individual to build and lead a Lean Innovation team within the Workflow Design Studio. The goal of the Studio is to reimagine customer experiences to drive innovation. The Studio is a specialized team of Service Designers, Developers, and Architects practicing Design Thinking who work directly with our customers during the pre-sales process to co-create innovated solutions. Following a human-centered approach to innovation, the Studio draws from the diverse skill sets of each member to integrate the needs of people, the possibilities of technology, and the requirements for business success. Successful innovations rely on the achievement of a balance between feasibility, viability and desirability while considering the real needs and desires of people and their jobs to be done.

The ideal candidate will foster a strong team environment promoting diverse perspectives and contributions while able to manage the varied responsibilities of the role to include:

• Inspire architects, developers and service designers to deliver amazing customer experiences through customer collaboration and validation.
• Drive recruiting, hiring, and coaching of exceptional Studio members driven to reimagine the customer experience.
• Develop and continually improve team vision and performance as it relates to service offerings, outputs, and team design.
• Evangelize team contributions providing outreach to key sales and marketing partners.
• Participate in key customer sprints and projects ensuring strong connection to team, process, and customers.
• Articulate and logically communicate concepts with technical and non-technical audiences.
• Work with Go-To-Market teams to gain strategic alignment and proper prioritization of resources.

In order to be successful in this role, we need someone who has:

• 7+ years of experience managing a diverse creative/multi-disciplinary team.
• 7+ years of Service Design experience with the ability to envision and inspire holistic customer-centric solutions.
• Ability to foster an environment that supports collaboration and continuous improvement, along with strong mentoring and communication skills.
• Excellent problem solving, critical thinking, and organizational skills.
• Desire to coach and mentor others in their career development.
• Demonstrated ability to lead projects to completion.
• To be an empathic and optimistic leader who flourishes when collaborating closely with customers, other business units and teams.
• Experience with the ServiceNow product suite or competitive product suites highly desirable.
• Able to articulate and logically communicate concepts with technical and non-technical audiences.
• Manage day-to-day activities such as resource scheduling conflicts, expense review and approval, activity reporting etc.

We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business. 

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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