Manager, Digital & Technology (Platforms - Salesforce/ServiceNow)
Core
Shape and deliver Front Office Transformation strategies and programs for clients using Salesforce, ServiceNow, and adjacent technologies to modernize customer and colleague experiences.
Role type
Manager, Digital & Technology (Front Office Transformation)
Builds
Customer journeys, service propositions, operating models, transformation roadmaps, and governance for Salesforce/ServiceNow implementations.
Domain
Management Consulting / Digital Transformation / CRM & Service Management
Deliverable
product features
Required skills
Front Office transformation strategy, Salesforce functional expertise, ServiceNow functional expertise, customer experience design, program governance, stakeholder leadership, AI and automation strategy
Preferred skills
Experience with Braze, ecosystem partner management, thought leadership, capability building
Technologies
Salesforce, ServiceNow, Braze, Salesforce Data Cloud, Agentforce
Responsibilities
Shape Front Office transformation strategies by helping clients understand customer, colleague and stakeholder needs; Design future customer and colleague experiences by facilitating executive and cross-functional co-creation; Define and mobilise transformation programmes by shaping governance, delivery approaches, business cases and procurement activities; Lead complex business and technology transformations by bringing together multidisciplinary teams; Unlock the value of customer data, AI and automation by helping organisations harness platforms; Act as a trusted advisor to senior stakeholders; Contribute to the growth of the practice through thought leadership and capability building.
Seniority
Manager, hands-on IC with strategic leadership
