Job Description
Job Description
Behind every great customer experience is an amazing employee experience. At Zendesk, we are on a mission to power exceptional service for every person on the planet — and that starts from the inside out.
We are looking for a Service Management Solutions Specialist to be the champion for our Service Management business — across every function an enterprise serves, from IT and HR to Facilities, Finance, Legal, and Procurement. This is a hybrid role that blends genuine technical depth with real sales ownership. You will carry a number and drive deals to close, and you will personally own the technical conversation — running discovery, connecting the customer challenges to our solution, and demonstrating it with authority. If you love the thrill of B2B SaaS sales but also love solving complex service management problems and being the person the room turns to when the questions get technical, this is your stage.
The Impact (What You’ll Actually Do)
As our strategic subject matter expert for Service Management, you’ll do something most roles split across two people: you’ll win the deal and own the technical depth behind it. You will:
Strategize on Sales Strategy: Partner with our core sales teams to drive Service Management opportunities from discovery to close — while carrying real responsibility for pipeline and bookings.
Run the Technical Discovery: Lead discovery with IT, HR, Facilities, Finance, and other service owners — mapping their current environment, integrations, workflows, and data model — to uncover the real requirements beneath the stated ones.
Assist in Architecting the Solution: Design Service Management solutions that solve genuine challenges across any service domain — workflow automation, service catalogs, approvals, SLAs, knowledge management, and AI-driven resolution — not just for IT, but for every team that delivers service to employees.
Demonstrate With Authority: Help craft and deliver compelling, domain-specific demonstrations and proofs-of-concept, tailored to the customer’s actual use cases, that stand up to scrutiny from technical evaluators and service management practitioners alike.
Handle the Hard Questions: Navigate technical objections and competitive comparisons
Empower the Team: Help educate and up-skill the regional sales organization on the full breadth of Service Management — the service domains, buyer profiles, and how to spot and qualify opportunities across the enterprise.
Shape the Product: Act as the vital bridge between the market and our product development team, turning real-world customer and technical feedback into next-generation product features.
Who You Are (Skills & Mindset)
We know that excellent talent comes from diverse backgrounds. For this role, we are looking for a genuine blend — someone who can carry a quota and hold their own in a technical discussion. The best candidates are equally comfortable talking business value with an economic buyer and workflow architecture with a service management practitioner. Someone with a growth mindset vs. fixed mindset.
The Must-Haves
Service Management Domain Expertise: Hands-on knowledge of enterprise service management across more than just IT — incident, problem, change, and request management, service catalogs, approvals, SLA design, and how service delivery works across functions like HR, Facilities, and Finance. You understand how these systems actually work.
B2B SaaS Sales Experience: A proven track record in B2B SaaS sales, guiding clients through value-centric sales cycles with ownership of the outcome
Technical Credibility: The ability to deliver product demonstrations, discuss integrations, APIs, and data models, and propose solutions that fit nto a broader enterprise technology stack.
Strategic Communication: The ability to consult with key decision-makers, understand macro-level business needs across functions, and translate them into concrete, demonstrable technical solutions.
Complex Deal Navigation: Experience guiding clients through consultative, multi-stakeholder sales cycles where both business value and technical fit determine the outcome.
Collaboration Mindset: A team-first attitude with the desire to coach internal sellers, partner across functions, and win together.
Mobility: Willingness and ability to travel to customer locations when those face-to-face connections and on-site working sessions matter most.
The Nice-to-Haves
ITIL Knowledge: ITIL Foundation certification or equivalent practical ITIL process knowledge.
Platform Background: Prior experience at or against a service management platform (ServiceNow, Freshservice, Jira Service Management, BMC, or similar), in a sales, pre-sales, or implementation capacity.
AI & Automation: Familiarity with applying AI to service use cases — deflection, intelligent routing, knowledge retrieval, and autonomous resolution — across service domains.
Cross-Functional Service Depth: Foundational knowledge of Service & Operations Management beyond IT — HR, Facilities, Finance, Legal, or Procurement service delivery.
Education: A BA/BS degree or equivalent practical experience.
Why This Role Matters
Our customers already trust us with their customers. This role is how we earn the right to be trusted with everything else — every team, every service, every request across the enterprise. You’ll be the rare person who can both win the business and prove, hands-on, that Zendesk can run the entire service layer of a company. That combination is what makes this role — and the person in it — so valuable.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.
Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.