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The Role
The Director, ServiceNow Implementation – Advisory Services is responsible for directing, planning, and developing advisory solutions projects at Nordic. They will maintain responsibilities for solution development, sales enablement, solution team management, and delivery oversight relating to assigned projects. The Director, ServiceNow Implementation - Advisory Services ensures the success of projects, serving as the key business line liaison to both clients and consultants, monitoring the progress of the project, providing oversight, education and guidance, and performing client-facing work as needed.
Key Responsibilities
The Director, ServiceNow Implementation – Advisory Services will have the following key responsibilities which include, but are not limited to:
Managing, mentoring and developing solutions team staff; making solution-specific hiring decisions as solution and Nordic growth dictates
Partner with Advisory Services leadership to support the overall performance of the service line; support service line vision and initiatives, establish goals, and report achievement progress
Oversee and participate in ensuring project success, including building strong client and consultant relationships, completing regular client and consultant check-ins, reviewing status reports, providing recommendations and best practices, and identifying and mitigation project risks
Act as point of escalation for project team and client; perform services directly for clients as necessary
Support pre-sales scoping and solution design activities in close partnership with internal sales and solutions teams, including the creation of customized sales presentations, messaging and content
Serve as a thought leader for the service line, creating webcasts, podcasts, white papers, and blog posts to educate prospective and existing clients
Research healthcare technology-related topics and continued learning by attending seminars, tradeshows, and other pertinent events to help grow the business, and ensuring new learnings are incorporated into standard methodology and strategy
Stay abreast of the latest technology, regulations, and news relating to healthcare technology IT, continuously evaluating market for opportunities that supersede competitors’ products
Oversee solution development, creation, and refining, ensuring the strength of product offerings
Engage with ServiceNow as a vendor/partner to maintain and educate others at Nordic on updates to methodologies, product changes and best practices
Educate clients and consultants on Advisory Solutions offerings including teaching internal Nordic classes
Work on projects that may be assigned on an ad hoc basis and may assist other corporate initiatives as necessary, directed, assigned, or requested
Skills and Experience
Bachelor’s degree in related field, post graduate degree strongly preferred
10+ years’ related experience including 5 years management capacity
Experience implementing ITSM products using Agile delivery with healthcare systems preferred
ITIL v3/v4 Expert and/or Master level certification(s) preferred
Experience leading service-oriented teams, scaling appropriately to successfully manage growth required
Able to positively influence and engage consultants and clients, generating interest and enthusiasm for the service line
Solution-oriented; skilled in grasping the essentials in complex situations, anticipating client needs, and conceptualizing both problems and solutions
Strong customer service attitude and skillset
Strong understanding of ITSM software and ITSM software implementation services required
Proven ability in time management with strong attention to detail
Experienced in talking comfortably with individuals at all levels of an organization in groups or individually and with C-suite and senior leadership
Demonstrated ability to work independently and collaboratively
Must demonstrate and embody Nordic’s maxims
Proficient with Microsoft Office products and other collaboration tools, including virtual meeting and cloud technologies
Demonstrated ability to work under pressure and within time constraints
Additional details
Travel up to 50% of the time, including travel outside of regular work hours
Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.
