Sr. Director, Global Industry Solution Design & Performance

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

ServiceNow is seeking an Sr. Director, Industry Solution Design & Performance to lead the cross-industry, global solution design capability spanning Technology, Telco, Manufacturing, Retail, Healthcare, Financial Services, Public Sector and others.  This leader is ultimately responsible for owning "voice of the customer"-backed solution development that marry an industry’s trends, value pool evolution, and technology and AI dynamics together with our core set of product and solution offerings on the ServiceNow platform.  Success is defined as architecting a prioritized set of solutions across industries that drive outsized pipeline and NNACV growth within the respective industries.  

An ideal candidate blends a deep sense of customer-centricity and willingness to co-create answers with senior customers and users together with a highly rigorous, analytical, data-driven bias to size, prioritize, and track ongoing performance of the solutions generated.   Building from a working foundation of prioritized solutions, s/he will both refine, sharpen and establish the next tranche of industry solutions in partnership with leaders across Product, Marketing, Verticalized Field Sales, Partner, Strategy and the broader Industry & Solutions leadership team.  A typical day involves coaching the team on how to structure and size different solution areas with ServiceNow’s right to win alongside competitor offerings; conducting customer focus groups within the Banking industry; supporting strategic efforts on Build Buy Partner analysis at the industry x solution level; meeting with partners to align and prioritize on joint solution offerings and how these fit into our GTM strategy; analyzing prior quarter solution performance to identify what’s working and what’s not; and, partnering with product to identify future roadmap enhancements and how those translate into differentiated or enhanced solution offerings of our existing core.

You will manage a team of ~10 individuals, which will include 3 direct reports: 1) Head of Regulated Industry Solution Design; 2) Head of Enterprise Industry Solution Design; 3) Head of Solution Performance Analytics.  This position will report to the SVP, Global Industries & Solutions, and serve as a member of the leadership team. 

What you will do in this role:

• Create a structure and process for how we manage industry solution design, development, maintenance and refresh across all global industries – accounting for new industries of focus, new and ongoing product/platform capabilities and new and ongoing partner/ISV interest in joint solution offerings
• Build, lead and mobilize a team of Center of Excellence industry solution experts, driving a consistent approach and high standard across industries
• Partner with relevant leads across Product, Major Area Leaders, Strategy, Marketing and Partners to design, develop and refresh solutions, ensuring the right message, buyer persona / KPIs, temporality and value articulation that will land with the personas for each solution
• Identify target subset of “focus customers” that would be ideal candidates for first up solution adoption based on business dynamics, earnings releases, qualitative information, competitive intelligence and formal/informal relationships, to focus solution pipeline development efforts together with the Industry GTM leads and field
• Develop target ServiceNow platform solution adoption sequencing based on typical buying patterns within the industry (e.g., IT -> HR -> CSM -> FSM -> GBS), to help inform GTM priorities and natural customer pathways for solution adoption
• Assess on an annual basis which solutions merit deeper vertical alignment vs. horizontal, cross-industry alignment based on evolutions in our business, aligning with product and sales on the recommendation
• Provide data-driven insights to identify trends in solution performance (by industry, by solution, by geo, by segment), creating visibility and awareness on what’s working, what’s not and why
• Stand up together with Inspire Value and Value Excellence the appropriate heuristics and KPIs to be tracking at an industry solution level
• Facilitate knowledge-sharing and