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March

Employee Services Practice Director - Servicenow

Enable Professional Services - Melbourne, VIC

Executive & Strategic Management
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

About Us:


· CRN Magazine Fast50 Ranking 2017-2019

· Asia Pacific & Japan 2020 ServiceNow Elite Partner of the Year

· LinkedIn Top 25 Hottest Places to Work

· Enable Relocation Program across Australia, Singapore, HongKong


Enable is a pure-play ServiceNow consultancy—100% dedicated to the delivery of ServiceNow advisory, consulting, and delivery services. With more than 250 consultants in our ServiceNow practice, we’re the most qualified, certified, and capable ServiceNow partner in the APJ region.


Our focus is enterprise service management, and we have deep knowledge of and experience in digital and business transformation. Enable has dedicated practices in Customer Service Experience, IT Transformation, Employee Service Experience, and Integrated Risk Management. We also have Innovation and Organisational Change Management practices that are intrinsic to everything we do.


We are headquartered in Australia, with offices in Singapore, Hong Kong, Thailand, Malaysia, and our centre of excellence in India. 


Role Summary:


Enable has an exciting and strategic opportunity for a highly motivated leader to head up our new Employee Service Experience (ESx) function. This new Practice joins a number of domain-specific practices including, Customer Service Experiences (CSx) and Integrated Risk Management (IRM) and ITx Practice.


Consulting roles are exciting and challenging - our customer base ranges across all tier 1 industries and sizes. Engagements vary in length from days to months to years. To be successful in this role, you must present with strong knowledge and or experience across the Employee Services Sector and or HR. You leverage on your experience and network in becoming the expert matter within this domain, as a result, drive innovation and strategy across ESx.


Enable will motivate you to go further and experience new areas to strengthen your capabilities as a consultant - always with the support of your peers, mentors and leaders.


Leadership:


  • Providing thought leadership domain insight and forward-thinking, recognising opportunities and cultivating a reputation as a domain expert and positioning Enable as a market leader
  • Accountable for engaging Executive Sponsor/C-level/Exec Stakeholders building long term relationships with business leaders and securing Enable as the go-to partner for this domain
  • Cementing positive and productive relationships with equivalent ServiceNow domain experts both technical & sales
  • Accountable for a direct relationship with global product owner/ServiceNow leads gaining a deep understanding of future roadmap for the Product
  • Creation of domain content, case studies, white papers, innovative solutions and hosting regular domain focused webinars and events
  • Leading a team providing effective support, managing performance, providing respectful and timely feedback and leading by example through championing Enable initiatives including the Enable Way
  • Accountable for succession planning through uplifting consultant capabilities, driving our wildly important goal and recruitment activities including hiring and setting Enablers up for success


Delivery & Operations:


  • Enablement of delivery teams through championing Enable Way delivery standards and augmenting Enable Way methods and approaches relevant to this Practice
  • Accountable for the quality of solution designs, scope accuracy and successful execution of projects within domain averaging 4.8 customer satisfaction score
  • Responsible for comprehensive insight across each customer engagement within the domain, advisor to customer business leader
  • Continual improvement of processes, maturing portfolios, capabilities, expertise, and best practices in consideration of customer needs and requirements
  • Succession planning, hiring, sustainability and capacity of team through the development of core team skills and expertise
  • Accountable for estimations, 40% average profitability, resource planning and effective utilization of resources within Practice
  • Accountable for factoring in 60% individual billable percentage across projects within domain · Providing a quarterly business review for the Practice highlighting key metrics for profitability, growth and customer satisfaction


Pre-Sales:


  • Enablement of Customer Success team providing standardised sales content, price books, thought leadership and experience
  • Accountable for sufficient resource planning and 40%+ profitability
  • Support Customer Success managers during the sales cycle to secure Enable as the experienced and trusted advisor through involvement in critical customer meetings including domain-specific demos Travel Typically required for: Interstate of APJ critical customer
  • International ServiceNow conference
  • Interstate Enable conferences and internal leadership meetings


Skills Matrix:


  • Minimum of 7+ years experience leading teams

.

  • Minimum of 6+ years in the successful delivery of multiple customer engagements


  • Inspiring others, recognising success and embracing professional development of staff


  • Accountable for delivery of specific stream in an enterprise client engaging directly with the program manager and business leaders and reporting to senior stakeholders


  • High customer satisfaction scores and recognition for individual contribution to customer outcomes


  • A user or expert matter across the ServiceNow platform with evidence of leading customer engagements in a lead role across the functional area in an enterprise customer


  • Managing and coordinating team members during a customer engagement providing ServiceNow expertise, quality assurance, peer review, guidance and support


  • Participating in analysis and solution recommendations providing detailed options with benefits


  • Experience in leading and managing complex client bids and proposal teams.


  • Actively sought to deliver confident and engaging presentations to a wide range of audiences (Board level, conferences, press, etc.)


  • Experience in a range of diagnostic tools, methods and techniques


  • Strong ability to architect complex and innovative solutions in deliver value to clients


  • Manages ‘high risk’ projects with significant change (major clients, multi-disciplinary teams)


Qualifications:


Desired:

  • Evangelist and mastery of ServiceNow domain
  • ServiceNow domain certifications across CIS, Sales, Presales
  • IT Degree or relevant tertiary education in Computer Science


Nice to have:

  • Additional ServiceNow certifications including ServiceNow suite certified
  • Exposure to/general understanding of ServiceNow licensing
  • ITIL and project management certifications including Agile, SCRUM, Prince2
  • Leadership/coaching training


The Enable Way: Passionate, Pragmatic & Committed

Melbourne, VIC

Executive & Strategic Management




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