Customer Service Excellence Lead - ServiceNow

pstrongAre you a thought leader in the field of customer experience and service transformation? Do you have the drive to set up a new practice from scratch and grow it into a high-performing team? And do you thrive in a diverse role that includes working with customers, developing industry plays, enabling colleagues, and taking an active role in delivery? Then you could be our new Customer Service Excellence Lead! /strong /ppstrongWhat will you do? /strong /ppAt Plat4mation you will work as a Customer Service Excellence Lead in a team of enthusiastic Platform-as-a-Service (PaaS) specialists. You will be responsible for setting up and leading our Customer Service Excellence practice from the ground up. This means you will initially start as the single expert driving this capability, while being fully responsible for building, growing, and shaping your own team of specialists over time. /ppYour practice will focus on ServiceNow capabilities Customer Service Management (CSM), Field Service Management (FSM), and Service Operations Management (SOM). /ppYou will have a big impact on challenging transformation projects at large national and international organizations in the public sector, retail, financial services, telecom, and high-tech industries. /ppYou will be based in our office in Utrecht, at home or at the customer premises – which can also be outside the Netherlands. /ppYou are the thought leader within our company in regards to customer experience. By applying all the available knowledge within the market and our organization you make sure that Plat4mation understands the needs of the customers and can be the central point of contact for everything related to the industry of customer experience. In this role you build propositions, create roadmaps and share your insights and knowledge in a webinar or blogs. In your role you will: /pulliTake ownership of building a strong and sustainable team of experts. /liliDevelop and deliver industry-specific propositions and roadmaps. /liliPlay a leading role in pre-sales, including shaping proposals, creating high-quality presentations, and supporting bid teams. /liliBe hands-on in delivery: working as a Subject Matter Expert or Business Consultant on projects. /liliHelp customers design and implement service strategies, supporting them in their business transformation journeys. /liliShare thought leadership through webinars, blogs, and knowledge sessions. /liliProvide training and mentoring to colleagues, developing our internal capabilities across pre-sales, delivery, and post-implementation. /li /ulpstrongWe ask /strong /pulli5+ years’ experience advising and implementing customer experience and service transformation solutions, ideally with ServiceNow CSM, FSM, or SOM. /liliProven consulting experience with strong pre-sales skills (including proposal development and executive presentations). /liliExperience with business transformation engagements combining process, people, and technology. /liliDemonstrated ability to start and build a practice from scratch, taking responsibility for growing a team and scaling capabilities. /liliAbility to lead, inspire and motivate teams, and to build a practice from the ground up. /liliRecognized within the industry as a trusted expert in customer and service excellence. /liliExperience hosting workshops (journey mapping, service design, design thinking). /liliStrong presentation and PowerPoint skills, able to simplify complex ideas. /liliExperience engaging with both business and technical stakeholders at all levels. /liliFluency in English. Dutch language skills are a plus. /liliWillingness to travel outside the Netherlands. /liliA growth mindset: eager to learn, ambitious, and ready to grow into senior leadership. /liliSeniority to operate with executives, while still hands-on and entrepreneurial /li /ulpstrongWhat’s in it for you /strong /pulliBonus based on company performance /liliFlex budget or lease budget /liliHoliday allowance (25 days for a full-time contract) /liliLaptop /liliInternet, transportation and phone allowance /liliA modern, flexible and multicultural workplace at an innovative and global company /liliAmbitious and kind colleagues from all over the world /li /ulpstrongOur culture /strong /ppWorking at Plat4mation evolves around working from your internal drive to make a difference for people in combination with having fun. We always go the extra mile to deliver on what we promise! Joy is what connects us and what drives us to get the best out of ourselves. That’s why we host several Fun4U activities each year, diverse hackathons, drinks and inspiring knowledge sessions (check out our Instagram page!). /ppYour development is our number one priority. This means you get room to grow. We strongly believe that personal development and ambitions are key to our company’s success. Because when you keep learning, you continuously improve yourself. That’s why we coach you on the job, but also help you to explore and develop your interpersonal skills. /ppstrongAbout Plat4mation /strong /ppWe are a global pure-play ServiceNow partner that makes work flow. Our goal is to boost workforce productivity and happiness by implementing solutions that provide great experiences and ensure work flows intelligently across and between organizations. Furthermore, we future-proof our solutions by enabling our customers to continually measure and improve performance. /ppBesides offering world-class ServiceNow Implementation and Managed Services, we provide thought leadership to strategically guide our customers to take full advantage of all ServiceNow capabilities. Our award-winning ServiceNow Application Development Services ensure we can transform any business need into a powerful digital business application. /ppstrongInterested? /strong /ppDo you think you fit the profile of Customer Experience Excellence Lead described above and have we made you enthusiastic? Please send your CV and motivation letter to or apply directly by filling out the form below. /p #J-18808-Ljbffr