POSITION SUMMARY
As Beyond20 continues to grow, investing in the development of our Technical Consultant team becomes increasingly important. The Technical Consultant Manager role exists to provide consistent coaching, mentorship, and people leadership while remaining actively engaged in customer delivery.
This is a working manager position that combines customer delivery with people management responsibilities. The Technical Consultant Manager serves as the direct manager for Technical Consultants, providing coaching, performance management, career development, and mentorship while continuing to serve as a billable Technical Consultant or Technical Architect on customer engagements.
Working closely with the TCO Director and Delivery Leadership, this role helps Technical Consultants strengthen their technical capabilities, consulting skills, and readiness for increasingly complex customer engagements while reinforcing the standards and best practices established by Beyond20's Technical Consulting Organization.
This position reports to the TCO Director.
ESSENTIAL DUTIES AND RESPONSIBILITIES
DEVELOP AND COACH TECHNICAL CONSULTANTS
- Conduct regular 1:1 meetings and provide ongoing coaching, mentorship, and career development.
- Create individualized development plans that combine certifications, project experience, mentoring, and stretch assignments to help consultants expand their technical and consulting capabilities.
- Help prepare Technical Consultants for future advancement into Senior Technical Consultant and Technical Architect roles.
LEAD PERFORMANCE MANAGEMENT
- Complete quarterly performance and bonus reviews for direct reports.
- Recognize strong performance while providing timely coaching and feedback to address performance concerns.
- Partner with the TCO Director and Executive Leadership on promotions, compensation recommendations, performance improvement plans, and other employee development activities.
- Foster an engaged, accountable, and high-performing team culture.
REINFORCE TECHNICAL STANDARDS
- Reinforce the technical standards and development practices established by the TCO Director and Beyond20's Technical Consulting Organization.
- Promote consistency in areas such as update set hygiene, story hygiene, documentation, testing, communication protocols, time entry, and development best practices.
- Periodically spot-check technical work to identify coaching opportunities and quality trends.
- Partner with Technical Architects and Delivery Leadership to address recurring technical challenges and encourage knowledge sharing across the team.
SUPPORT TEAM OPERATIONS
- Monitor team utilization and help consultants understand their utilization expectations, current performance, and progress toward their targets.
- Surface staffing risks, workload concerns, performance issues, or employee development needs based on regular interactions with the team, ensuring timely visibility to Delivery Leadership and the TCO Director.
- Review and approve non-billable time, ensuring internal investment produces meaningful value through certifications, new skills, reusable assets, documentation, training, or other approved initiatives.
- Support recruiting and onboarding activities, including resume reviews, interviews, hiring recommendations, and onboarding new Technical Consultants.
PROVIDE TECHNICAL LEADERSHIP
- Provide coaching and technical guidance to Technical Consultants facing complex technical or customer challenges.
- Participate in project leadership discussions or customer meetings when additional support, observation, or coaching is beneficial.
- Support initiatives that strengthen Technical Consultant onboarding, enablement, documentation, and knowledge sharing, in collaboration with the TCO Director.
CONTINUE CUSTOMER DELIVERY
- This is a working manager position. The Technical Consultant Manager is expected to continue serving customers while fulfilling the responsibilities of their underlying Technical Consultant or Technical Architect role.
- Managers are expected to maintain an annual utilization target of approximately 75%, balancing customer delivery responsibilities with coaching, mentoring, performance management, recruiting, and team development activities.
QUALIFICATIONS
REQUIRED QUALIFICATIONS
- Current Beyond20 Technical Consultant or Technical Architect in good standing.
- Demonstrated technical expertise across the ServiceNow platform.
- Proven ability to mentor, coach, and develop others.
- Strong customer-facing consulting and communication skills.
- Excellent organizational, planning, and time management skills.
- Ability to balance customer delivery with people leadership responsibilities.
- Consistent demonstration of Beyond20's values, professionalism, accountability, and commitment to quality.
PREFERRED QUALIFICATIONS
- Experience leading or mentoring technical teams.
- Experience interviewing, hiring, and onboarding technical talent.
- Experience providing performance feedback and supporting employee development.
- Multiple ServiceNow certifications with a demonstrated commitment to continued professional development.
EXPECTED OUTCOMES
Success in this role will be demonstrated through:
- Technical Consultants demonstrate measurable growth in technical capability, consulting skills, and professional maturity.
- More consultants are prepared to support increasingly complex customers, technologies, and implementation work.
- Consultants make consistent progress toward certifications and career advancement.
- Customer delivery reflects Beyond20's technical and consulting standards.
- Team utilization
remains healthy, and non-billable time produces measurable value for the business.
- Employees are engaged, accountable, and receive consistent coaching and development.
- New Technical Consultants are successfully onboarded and integrated into the team.
- Strong collaboration with the TCO Director, Delivery Leadership, Technical Architects, and project teams.
