AI Solution Manager, ServiceNow Platform

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Team
Come join the AI Solution Success team in the Advanced Technology Group (ATG). We are focused on customer-facing and internal projects. You'll work alongside a team of seasoned professionals working on leading edge, innovative projects to help drive the business. This global team is highly collaborative and shares the best practices. We work on scalable AI (Artificial Intelligence) solutions, so if you are a results-oriented visionary that likes to dream big, come join our team!
Who we are?
We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes and QE and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer driven innovation within ATG.
What's our purpose?
Accelerate value realization of AI-powered workflows by customers at scale.
What we do?
Work with early adopters to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. We'll create practical playbooks to guide new implementations, boost adoption and drive future product innovation. Some of the work the team has been instrumental at is to improve customer adoption of our multi-language Natural Language Understanding (NLU), AI search, Issue Auto-Resolution and other related AI solutions with customers.
What you get to do in this role:
The AI Solution Manager is accountable for defining, planning & leading programs for the implementation of AI solutions for our customers to solve complex business challenges. This role requires a good comprehension of AI and machine learning, as well as the ability to work effectively with cross-functional teams to deliver solutions that meet the needs of our customers. The AI Solution Manager will also be accountable for managing customer relationships and engagements during the program lifecycle, ensuring that our customers are satisfied with our solutions and that they are getting the most out of their AI investments while at the same time ensuring learnings are captured for product improvement.
The AI Solution Manager is accountable for overseeing the successful delivery of the defined solution to meet the customer's requirements within budget and on time, following ServiceNow's NowCreate methodology, and partnering with the customer project team and partners. The AI Solution Manager ensures proper governance and support from team members, addressing risks and issues. They assemble and lead the ServiceNow resources, track progress, and manage any deviations.
Key responsibilities include:
Leading the delivery team, managing engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials. The AI Solution Manager also manages the business relationship with customers, providing regular updates to both customers and internal executive teams. They work with cross-functional projects, senior-level executives, and customers to deliver a unique customer experience.
The AI Solution Manager acts as a thought leader, guiding successful delivery and customer outcomes. They facilitate collaboration, decision-making, and customer buy-in for proposed solutions. Coaching and managing team members to enable achievement of engagement deliverables and desired business outcomes.
The AI Solution Manager manages multiple programs simultaneously, identifies gaps, proposes solutions, presents the value proposition to customers during and after the initiative, and actively facilitates capture of the best practices and learnings from both the customer and the internal project team.
Qualifications

• A blend of technical expertise, project management skills, and excellent communication abilities.
• 8+ years in Customer Engagement or Solution Architect roles.
• Skills in business relationship management.
• Prior experience with implementing or facilitating ServiceNow products in an Enterprise environment.
• Strong cross-functional, technical Program & Project Management experience.
• Leading key programs & projects, including strategic customer programs within a fast-paced environment.
• Ability to individually manage complex program goals.
• Experience defining and capturing product requirements and collaborating with product teams.
• Excellent documentation and presentation skills.
• Ability to communicate abstract ideas clearly.
• Willingness to work hands-on for impactful outcomes.
• Experience with analytics and understanding of metrics and KPIs.
• Thought leadership, critical thinking, and strategic thinking.
• Ability to gather and analyze data to present resolution options.
• Excellent negotiation and influencing skills.
• Facilitation skills in leading meetings, reviews, retrospectives, and customer workshops.
• Strong customer orientation and the ability to anticipate and act.
• Deep curiosity about customer needs and building customer relationships.
• Demonstrated active listening and strong communication skills.
• Ability to collate feedback for new initiatives and areas of improvement.
• Quick learner with the ability to pick up tools, systems, processes and Stays up-to-date on the latest AI and machine learning trends.
• Strong prioritization skills to focus on high-impact activities.
• BS/BA degree in computer science, engineering, or related discipline preferred.
• Flexibility to work across global time zones.

#Prodjobs
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $163,600 - $286,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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. Learn more here .
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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