Senior Manager, ITOM & AIOps Solution Consulting

At ServiceNow, we put AI to work for people. IT operations is where that matters most. When services slow down or fail, everyone feels it. Our IT Operations Management (ITOM) and AIOps portfolio helps organisations see their whole IT estate, predict issues before they reach users, and resolve them automatically. It sits at the heart of our Autonomous IT story.

Our UK & Ireland Specialist Presales Solution Consulting organisation is going through a significant evolution. We’re bringing separate specialist teams together into one organisation with one way of working: one front door for requests, deployment based on deal criteria rather than availability, and a shared set of measures across every domain. We’re doing it because customers buy the platform, not individual products, and our specialists need to show up as one team.

We’re looking for a Senior Manager to lead our ITOM and AIOps presales specialists through this change. This is a quota-carrying sales leadership role and a first-line people leadership role in equal measure. You’ll build a high-performing team, bring them with you through a new operating model, and make sure their expertise reaches the deals and customers where it makes the biggest difference.

How you’ll work with sales

Your team brings specialist depth when an opportunity needs it, and you share accountability for the result. In practice, that means:

• Partnering with the Solution Consulting Directors in each core industry area: Enterprise Industries, Financial Services, Public Sector, Energy Telco & Media, and Ireland. Together you’ll agree which accounts and opportunities to prioritise, how specialists get engaged and how you’ll measure impact.
• Running a criteria-based engagement model. Requests come through a single front door, self-service assets are offered first where they fit, and specialist time goes to the opportunities with the highest stage, value and complexity.
• Building capability across the Core SC community so they can lead standard ITOM conversations and demos with confidence, spot when a specialist is needed, and bring your team in early.
• Creating pipeline with the regions through specialist-led activities such as hands-on workshops, customer connect sessions and value labs, rather than waiting for opportunities to arrive.
You’ll succeed through influence, not reporting lines. Comfort with matrix management is essential.

What you get to do in this role

Lead and grow a high-performing team

• Recruit, coach and develop a team of ITOM and AIOps specialists, growing experienced and emerging talent alike.
• Set clear expectations, run consistent operational and team cadences, and hold the team to a high standard for customer impact and follow-through.
• Build belonging and momentum in a team that’s adapting to a new way of working.
• Develop specialists into T-shaped consultants: deep in ITOM and AIOps, and fluent in how IT operations connects to asset management, security, risk and data across the platform.
Champion the change

• Actively support and help the Specialist Solution Consulting operating model. Translate it for your team, raise concerns early and model the behaviours you expect.
• Establish consistent rules of engagement with Core SC, Account Executives and partners.
• Be data driven using data to support business execution and change
Win deals and drive consumption

• Lead from the front on strategic opportunities, owning the technical win for ITOM and AIOps alongside Core SC and sales.
• Shape cross-domain, platform-level solutions with specialist peers in asset management, Risk & Security, Employee Workflows and Data & AI.
• Make the CMDB a strength in every customer conversation. It’s the foundation of the ServiceNow platform, and your team brings the deepest expertise in the discovery and service mapping that keep it accurate.
• Partner with our Customer Excellence Group to help customers adopt and get value from capabilities they already own.
Enable and influence

• Own the ITOM and AIOps contribution to UK & Ireland SC enablement, from Level 100 for every Core SC to Level 200 champion tracks. Ensure your team is operating at Expert Level 300.
• Track record of building and maintaining reusable assets: demos, use cases, discovery guides and points of view.
• Develop industry points of view on IT operations, and represent ServiceNow at customer, partner and industry events.
• Work closely with EMEA ITOM peers, product management, partners and enterprise architects.
How you’ll be measured

This is a sales role. You’ll carry a quota for ITOM and AIOps across the UK & Ireland, alongside the shared specialist measures that every domain uses.

Quota attainment

Revenue delivered for ITOM and AIOps across the UK & Ireland

Tech-win conversion

How often specialist engagement turns into a technical win

Specialist-sourced pipeline

New pipeline your team creates with the regions

Consumption uplift

Customers getting more value from what they already own

Team capacity

How well specialist time goes to the deals that matter most

Department: Sales
Experience Level: Not Applicable