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ServiceNow's Customer Excellence Group (CEG) is seeking a Senior Director of EMEA Field Operations to lead the operational engine for the post-sale organization across Europe, Middle East, and Africa. Reporting to the VP of CEG Global Field Ops, you will own the strategy, planning, and execution that enable CEG's customer success and professional services teams to deliver value-based outcomes at scale across the region.
In this role, you will define and execute the operational strategy and annual operating plan for CEG EMEA, ensuring alignment with global priorities while translating corporate strategy into region-specific execution. You will own performance tracking, forecasting, and health metrics for the EMEA field organization, continuously improving the operating model and processes that enable teams to plan and deliver effectively. You will partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions, and collaborate with Sales leadership on mutual goals around revenue growth and risk mitigation.
You will serve as a trusted strategic and execution partner to the EMEA CEG leadership team and global Strategy, Product & Operations leadership. This includes building relationships across CEG, HR, Finance, and other functions to align on shared goals and unblock execution. You will represent EMEA Field Ops in global forums, prepare executive-level communications including QBR content and board-ready materials, and establish operational cadences (quarterly business reviews, forecasting, planning rhythms) with key stakeholders.
You will recruit, mentor, and develop a high-performing operations team, fostering a collaborative culture. You will act as a change agent championing new processes and technologies, own the EMEA capacity and coverage model in partnership with Workforce Planning and HR, and drive consistency across EMEA through standardized reporting and performance review cadences. You will identify and land high-priority programs spanning the EMEA field, from new initiative rollouts to post-merger integration.
Qualifications:
- 12+ years of relevant work experience (or 7+ years post-MBA or equivalent)
- Preferred background 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 relentless growth orientation
- Strong data analytics, financial acumen, and problem-solving skills
- Proven ability to partner with senior leaders to run and develop their organizations
- Bias toward action, ownership mentality, and results orientation
- Track record leading teams and developing talent with inclusive leadership
- Proven success driving operational execution in complex, matrixed environments
- Exceptional written and verbal communication; ability to influence without authority at VP/SVP level
- Experience navigating cross-functional stakeholder environments (Finance, Legal, HR, Sales)
- High integrity, accountability, and professionalism aligned with ServiceNow values
- Bachelor's degree or equivalent required; MBA or advanced degree preferred
