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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 region's customer success and post-sale teams. Reporting to the VP of CEG Global Field Ops, you will own the strategy, planning, and execution that enable CEG to deliver value-based outcomes at scale across EMEA.
In this role, you will define and execute the operational strategy and annual operating plan for CEG across EMEA, ensuring alignment with global priorities and consistency across geographies and segments. You will own performance and health metrics for the EMEA field organization, tracking customer success, renewals, and expert services targets and forecasts. You will continuously improve the operating model, processes, and tooling that enable the field ops team to plan, prioritize, and deliver for Geo and Major Area Leaders.
You will translate global CEG strategy into EMEA-specific priorities, giving the field clear line-of-sight from corporate goals to on-the-ground execution. You will partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions. You will also collaborate with Sales leadership and Sales Operations on achieving NNACV growth and risk mitigation goals.
As an executive leader, you will serve as a trusted thought and execution partner to the EMEA CEG leadership team and SPO Leadership. You will build high-level relationships across CEG, HR, Finance, and other cross-functional partners to align on shared goals and unblock execution. You will represent EMEA Field Ops in global SPO forums and prepare executive-level communications including QBR content, leadership briefings, and board-ready materials.
On the operational excellence front, you will establish and run operational cadences—quarterly business reviews, performance reviews, forecasting, and planning rhythms—with key stakeholders. You will recruit, mentor, and develop a high-performing operations team. You will act as a change agent championing new processes and technologies. You will own the EMEA capacity and coverage model, working with Workforce Planning and HR to ensure appropriate resourcing. You will drive consistency and accountability across EMEA Major Areas through standardized reporting frameworks and escalation paths. You will partner with the broader SPO team to identify, scope, and land high-priority programs spanning the EMEA field.
Requirements:
- 12+ years of relevant work experience (or 7+ years 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 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
- Bias toward action and ownership mentality—results-oriented and accountable
- 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 VP and SVP level
- Experience navigating cross-functional stakeholder environments involving Finance, Legal, HR, and Sales
- High level of integrity, accountability, and professionalism
- Bachelor's degree or equivalent experience required; MBA or advanced degree preferred
