Are you ready to make an impact?
West Monroe is seeking a Manager with business and technology consulting experience to join our Platforms & Customer Strategy team within our Technology & Experience practice.
We are looking for someone with deep expertise leading ServiceNow Customer Service Management (CSM) implementations. As a Manager, you will lead project teams, working closely with clients to understand their business needs, translate them into functional requirements, design solutions, and configure ServiceNow CSM solutions to enhance their customer service operations and achieve their business goals.
What you’ll do:
- Serve as a delivery leader on engagements, communicating with client sponsors directly without oversight, and exemplifying engagement management, client relationship, client satisfaction, risk management, and delivery team management skills.
- Oversee engagement scope, budget, deliverables, profitability, work management and reporting, change management, vendor management, and team development.
- Stay current with ServiceNow product updates, enhancements, and industry trends to provide cutting-edge solutions.
- Direct how to design, develop, test, and implement ServiceNow CSM projects
- Manage client relationships and meet with clients to determine business and functional requirements
- Participate in and/or lead efforts to develop and execute testing, training and documentation
- Facilitate effective change management programs within the client organization including creating and administering communication plans to promote end-user adoption
- Act as a user advocate to ensure overall system usability and adoption
- Demonstrate strong ServiceNow product knowledge skills including a thorough understanding of how to interpret customer business needs and the translation of those needs into technology and operational requirements
- Drive the development and enhancement of WMP’s methodologies and approaches to client delivery and provide thought leadership for internal practice development
- Manage consultants and participate actively in the performance expectation process
- Participate in business development with prospective clients including solution definition, pre-sales, estimating, negotiating and project planning
- Create work plans, pricing estimates, and risk assessments for prospects
- Participate in key client relationships and growing those accounts within the practice and cross selling to other areas within WMP
What you’ll bring:
- Bachelor’s degree or equivalent experience required.
- ServiceNow Certified Implementation Specialist – Customer Service Management (CIS-CSM) is strongly preferred.
- 7+ years of ServiceNow consulting experience, with a focus on Customer Service Management.
- Expert project manager with extensive experience managing ServiceNow-CSM projects including developing work plans, project scopes, pricing estimates, budget management, issue and risk management, and presenting deliverables.
- Extensive experience managing ServiceNow-CSM implementations from end-to-end including leading discovery workshops with large audiences, managing requirements sessions, processing workflows, leading solutions design and prototype demonstrations, configuring CSM solutions, conducting systems integrator and user acceptance testing, managing deployment/go-live, and providing ongoing support.
- Hands-on configuration experience with ServiceNow App Engine.
- Demonstrated ServiceNow-CSM product knowledge including a thorough understanding of how to interpret customer business needs and the translation of those needs into technology and operational requirements
- Business development experience including farming leads and assisting in managing the sales process – pursuit strategy, client development cycle and tools, proposal development, fee and profitability planning, and contract management.
- Exceptional written and verbal communication skills including the ability to create impactful and concise executive stakeholder-ready deliverables, and polished client-facing oral communication skills.
- A commitment to inclusion and diversity, and openness to new ideas and perspectives.
- Ability to travel up to 50%.
- Hybrid role: 2x per week in the office
Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Eligibility for ten weeks of paid parental leave will also be available upon hire date.
Seattle or Washington, D.C.
$169,800—$199,700 USD
Los Angeles
$177,900—$209,200 USD
New York City or San Francisco
$186,000—$218,700 USD
A location not listed above
$161,700—$190,200 USD
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
Top Skills
West Monroe New York, New York, USA Office
Located in Midtown Manhattan, the New York office serves as the heart of our Northeast operations. Our expertise reflects the dynamic industries that thrive in one of the world’s largest business communities, including financial services, private equity, healthcare, and utilities.
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