About this role

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

ServiceNow’s worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. We build trusted relationships, learn our customers’ businesses, and deliver value-based outcomes that make ServiceNow the best decision they ever made.

The CEG Strategy, Product, & Operations team (SPO) is the powerhouse that propels CEG forward. We are the strategic engine for the organization, driving org-wide programs to forge critical cross-functional partnerships to empower CEG's most vital initiatives, as well as providing the operational rhythm that powers BAU Operations.

Reporting directly to the VP of CEG Global Field Ops, the Senior Director, EMEA Field Operations will lead the operational engine for the Customer Excellence Group (CEG) across EMEA. This role drives the strategy, planning, and execution that enable CEG's customer success and post-sale teams to deliver value-based outcomes at scale—owning the operating cadence, performance management, and cross-functional alignment that keep the EMEA field running and growing. The ideal candidate is a builder who thrives in ambiguity, pairs strong financial and analytical rigor with executive presence, operates with speed and urgency, and is energized by executing with excellence across a large, matrixed organization.

This role provides daily business partnership and strategic operations support to the GVP, EMEA CEG and her leadership team. The individual will be looked upon to drive strategic transformation within EMEA and help the team achieve its stated business objectives.

What you get to do in this role:

Strategic Leadership

- Define and execute the operational strategy and annual operating plan for CEG across EMEA, ensuring alignment with global CEG priorities and consistency across Geos and segments

- Own the performance and health of the EMEA field organization—tracking the metrics, targets, and forecasts that govern customer success, renewals, and expert services

- Continuously improve the operating model, processes, and tooling that scale how the EMEA field ops team plans, prioritizes, and delivers for their Geo and Major Area Leader counterparts

- Translate global CEG strategy into EMEA-specific priorities, ensuring the field has clear line-of-sight from corporate goals to on-the-ground execution

- Partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions across the EMEA field

- Partner with Sales leadership and Sales Operations in achieving mutually agreed upon goals around NNACV growth and risk mitigation.

Executive Leadership

- Serve as a trusted thought and execution partner to the EMEA CEG leadership team and SPO Leadership team

- Build and cultivate high-level relationships across CEG, HR, Finance, and other cross-functional partners to align on shared goals and unblock execution

- Represent EMEA Field Ops in global SPO leadership forums, bringing the voice of EMEA into org-wide planning and prioritization decisions

- Prepare and deliver executive-level communications, including QBR content, leadership briefings, and board-ready materials that tell the EMEA story with clarity and impact

Operational Excellence

- Establish and run the operational cadences—quarterly business reviews, performance against key metrics, forecasting, and planning rhythms—with key stakeholders (Geo Leads, Major Area Leads, etc.)

- Recruit, mentor, and develop a high-performing operations team, fostering a collaborative, high-impact culture

- Act as a change agent, championing new processes and technologies that raise the bar on how the EMEA field operations team supports the CEG EMEA counterparts

- Own the EMEA capacity and coverage model, working closely with Workforce Planning and HR Business Partners to ensure the field is appropriately resourced to meet customer demand and growth targets

- Drive consistency and accountability across EMEA Major Areas through standardized reporting frameworks, escalation paths, and performance review cadences

- Partner with the broader SPO team to identify, scope, and land high-priority programs that span the EMEA field—from new initiative rollouts to post-merger integration workstreams

Qualifications

- 12+ years of relevant work experience (or 7+ year post-MBA or equivalent), preferably in tech strategy/ops, management consulting, delivery leadership, or customer success

- Prior experience supporting or leading field operations for a large, geographically distributed post-sale or professional services organization strongly preferred

- Demonstrated “AI-first” mindset and a relentless growth orientation

- Strong data analytics, financial acumen, and problem-solving skills with ability to synthesize complex information

- Demonstrated ability to be thought and execution partner to senior leaders to help run and develop their orgs

- Bias toward action and an ownership mentality—results-oriented, and accountable for both successes and learnings

- Track record of leading teams and developing talent with inclusive leadership

- Proven success driving operational execution in complex, matrixed environments

- Exceptional written and verbal communication skills; able to influence without authority at the VP and SVP level

- Experience navigating cross-functional stakeholder environments involving Finance, Legal, HR, and Sales

- High level of integrity, accountability, and professionalism, and a commitment to ServiceNow's core values

- Bachelor's degree or equivalent experience required, MBA or advanced degree preferred

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.