AI Solution Manager – Servicenow Platform

AI Solution Manager – Servicenow Platform

Requirements

• Expertise of 8+ years in ServiceNow platform and AI – Strong experience with ServiceNow Workflows, Architecture, and AI/GenAI products in an Enterprise environment, including Now Platform building blocks (forms, tables, app development, debugging, instance upgrades, and provisioning).
• Technical problem-solving – Hands-on experience troubleshooting and debugging complex implementations, ensuring optimal performance and seamless AI model integration.
• Product influence – Experience defining and capturing product requirements, collaborating with product teams to influence roadmaps, and advocating for enhancements based on customer needs.
• Continuous learning – Quick learner who stays up-to-date on AI, ML, and ServiceNow advancements, applying the latest innovations to improve customer outcomes.
• Proven ability to independently manage complex programs, including strategic customer initiatives, in fast-paced environments. Strong expertise in technical program and project management.
• Skilled in business relationship management, fostering strong partnerships with key stakeholders through effective communication and collaboration.
• Ability to lead customer workshops, reviews, and retrospectives, ensuring alignment while focusing on high-impact activities to drive success.
• Strong customer-facing communication skills, simplifying complex AI concepts, facilitating discussions, and driving decision-making.
• Experience guiding customers through AI transformation, ensuring successful adoption and long-term impact.
• Excellent documentation and presentation skills, with a willingness to be hands-on to drive meaningful outcomes.

Responsibilities

• Lead AI solution delivery and governance by managing risk, change, and alignment with customer objectives while ensuring seamless execution.
• Manage customer relationships and strategic engagement, providing executive stakeholders with regular updates, capturing sentiment, and proactively addressing adoption challenges.
• Gather and analyze customer feedback from deployments, executive discussions, and user interactions to identify recurring pain points and enhancement requests.
• Assess product adoption and usage trends, designing and tracking key metrics to evaluate engagement, usability, and performance across customers.
• Act as the voice of the customer, collaborating with Product Management and Engineering to drive timely issue resolution, usability improvements, and feature innovation.
• Ensure follow-through on feedback, tracking progress to guarantee customer concerns are addressed and reflected in future releases.
• Capture and share best practices, success stories, and lessons learned to accelerate AI adoption.
• Provide internal enablement sessions, technical workshops, and training for both customers and partners.
• Develop playbooks, case studies, and reusable assets to scale AI solution best practices.
• Act as a trusted advisor, guiding customers on AI strategy, industry trends, and product capabilities while driving executive buy-in and stakeholder alignment for long-term success.
• Mentor internal teams, fostering a culture of customer-centric innovation and ensuring AI solutions deliver maximum impact.

Preferred Qualifications

• A BS/BA degree in Computer Science, Engineering, or a related discipline (preferred).
• 8+ years of experience in customer-facing roles, such as Customer Engagement, Solution Architecture, AI Implementation, Product Management or management consulting.
• A strong track record of leading enterprise AI deployments, managing multiple stakeholders, and driving business impact.
• Flexibility to work across global time zones in a highly collaborative environment.
• Ability to travel up to 15%