Work with team to build individualized career development plans
Coach, mentor, and develop direct reports, including overseeing new employee on-boarding.
Lead employees to meet the organizations expectations for productivity, quality, and goal accomplishment.
Provide effective performance feedback through employee recognition, rewards, and disciplinary action.
Actively manage bench time to support progress toward utilization targets, individual development goals, and solution development goals.
Understand sales pipeline and team capacity and capabilities and work with practice leadership to adjust staffing plans as needed
Maintain skills and certification inventory of team
Consciously create a workplace culture that supports the values and guiding principles of the organization
Foster a culture of delivering with quality and care
Build and maintain a culture of trust through open and honest feedback and accountability
Provide Project Support:
Participate in pre-sales and scoping activities, building proposals, pricing, and statements of work
Work with Project Managers and the Resource Management team to identify appropriate resources for projects
Act as a key contact for projects staffed by team.
Participate in project kick-off, status, close-out, and escalation meetings as needed
Provide expert technical architectural support and guidance for solutions
Continuously improve project scoping and delivery by capturing lessons learned after each engagement and adjusting future proposals and approaches as appropriate
Work with Solutions Principals and practice leadership to define the solution development roadmap
Contribute to solution development activities directly and through coordinating time and contributions by the team
Contribute to blog posts, speak at user groups / conferences, and present at internal briefings as needed
Qualifications:
10+ years of hands-on experience implementing ITSM, CSM, and/or ITBM, ServiceNow Discovery, Service Mapping, and/or Event Management.
Mastery in at least one ServiceNow suite.
Possess a broad base of technical skills, business acumen, and a strong desire to support the client.
Experience managing, mentoring, and coaching people.
Understand the detail behind the implemented solution and having the ability to communicate the high-level vision with the client.
The ability to think past the products and create solutions to meet the business/IT needs.
Effectively communicate solutions architecture to the client, third parties, and the team.
Encompass strong listening and interpersonal skills, an ability to solve complex problems, a big picture mentality, and an aptitude to visualize the solution.
Able to foster teamwork among the delivery team(s).
Proficiency in hardware, software and/or operating systems environments.
Ability to manage a team environment.
Proven troubleshooting problem solving ability
Presentation and facilitation of executive level meetings, group presentations, and collaborative technical workshops.
