Service Offering Manager

The Service Offering Manager within the Customer Excellence Group at ServiceNow shapes the vision and evolution of the services portfolio. This role involves designing, evolving, and launching AI-driven service offerings to accelerate platform adoption, deliver business outcomes, and scale customer value globally. Key responsibilities include managing the service offering lifecycle and partnering with cross-functional teams.

Must Have

• Support development and refinement of service roadmap, focusing on digital- and AI-led offerings
• Manage the service offering lifecycle (concept validation, design, build, packaging, GTM, performance, improvement, retirement)
• Partner with cross-functional teams (Delivery Excellence, Sales, Product, Finance, Pricing, Deal Desk, Biz Ops, AI Center of Excellence)
• Embed AI and automation into offering lifecycle, operational processes, and GTM approaches
• Create and maintain high-quality sales and delivery assets (First Call Decks, Data Sheets, Service Descriptions, FAQs, Playbooks)
• 5+ years of experience in service portfolio management, technology advisory, or implementation
• Strong organizational, analytical, and communication skills
• Demonstrated passion for AI, including hands-on experience using AI tools or integrating AI
• Ability to thrive in a fast-paced, cross-functional environment and manage competing priorities
• Customer-centric mindset

Good to Have

• GTM or service-sales exposure

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

Customer Excellence Group (CEG)

The Customer Excellence Group is a global network of practitioners, consultants, and partners united by one purpose: helping customers achieve measurable success on the platform. The Service Offering Manager sits within the Product Strategy and Portfolio Management team, shaping the vision, evolution, and impact of our services portfolio.

Our mission is simple but ambitious: accelerate platform adoption, deliver business outcomes, and scale customer value through innovative, AI-driven service offerings.

What You’ll Do

As a Service Offering Manager, you will help design, evolve, and launch service offerings—many with a strong AI component. Your work influences global standards, adoption strategies, and how customers realize value across the ecosystem.

Key Responsibilities

• Support the development, execution, and refinement of the end-to-end service roadmap, with a focus on digital- and AI-led offerings.
• Manage the service offering lifecycle: concept validation, design, build, packaging, go-to-market readiness, performance insights, continuous improvement, and eventual retirement.
• Partner closely with cross-functional teams—including Delivery Excellence, Sales, Product, Finance, Pricing, Deal Desk, Biz Ops, and the AI Center of Excellence—to ensure alignment and scalable execution.
• Champion new ways of working by embedding AI and automation into the offering lifecycle, operational processes, and GTM approaches.
• Create and maintain high-quality sales and delivery assets (First Call Decks, Data Sheets, Service Descriptions, FAQs, and Playbooks) to drive clarity and adoption.

Qualifications

Preferred Skills & Qualifications

• Bachelor’s degree in Business, Technology, or related field, with 5+ years of experience in service portfolio management, technology advisory, implementation, or a related domain. GTM or service-sales exposure is a plus.
• Strong organizational, analytical, and communication skills, with the ability to think strategically while executing operational details.
• Demonstrated passion for AI, including hands-on experience using AI tools or integrating AI into workflows, decision-making, or problem-solving.
• Ability to thrive in a fast-paced, cross-functional environment and manage competing priorities.
• Customer-centric mindset with a commitment to delivering high-quality, scalable outcomes.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@servicenow.com 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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