VP Operations - Global Deal Management (Deal Desk)

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow is experiencing tremendous growth due to the market acceptance of our cloud-based Enterprise Service Management offering and we are seeking a proven and experienced leader to manage and scale our Global Deal Desk for our combined license and services business and our license compliance effort.

Reporting to the Head of Global Sales GTM, Operations, & Strategy, the ideal candidate will have experience leading organizations through a rapid growth/maturing phase, building operational processes and partnering with our sellers and senior Sales, Services and Operations leadership.

This role leads ServiceNow’s global Deal Desk, Proposals, and Use Verification Teams, working cross-functionally with key stakeholders (e.g. Finance, Sales Operations, Legal, Pricing, Product teams) to define and build scalable operating processes. It is essential for the selected candidate to effectively communicate their ideas and objectives to audiences at the most senior levels of the company and be a strategic advisor to the Sales and Services organization.

 Key Responsibilities: 

• Lead a global operating framework for deal support across subscription and services, increasing Sales velocity and effectiveness
• Accountable for deal structuring practices & policies that accelerate growth, improve sales velocity and ensure fair value for ServiceNow and customers
• Acts as senior customer facing escalation point and approval authority in commercial negotiations
• In addition to Deal Desk, this position leads ServiceNow’s Use Verification Team with accountability for the measurement and reporting of customer usage against contracted entitlements, including the operating model for reconciliation in the event of overuse, as well as the Proposal Services team accountable for the intake, creation, and response to all customer RFx requests throughout the bid process
• Enhance, track and report deal metrics and make recommendations to improve functional & financial performance
• Support the implementation of Sales productivity, planning and reporting efforts, as well as enterprise-wide transformation initiatives
• Partner with Sales to develop programs to enhance deal profitability and ensure ServiceNow’s interests are protected
• Operate at the highest levels of integrity and transparency and appropriately address any gaps in these areas
• Provide financial modeling and analysis as needed to support pricing, discount, and go-to-market investment decisions
• Build and develop a high performing global team

Qualifications

Experience/Competencies: 

• 15+ years of Operations/Sales Operations/Finance management experience
• Bachelor’s in finance, accounting or adjacent field; MBA preferred
• In-depth knowledge of revenue recognition, particularly within ARR/subscription-based revenue models
• Proven success leading & scaling multi-discipline Operations teams
• Highly analytical, fact driven, process orientated, but comfortable challenging the status quo and setting new strategic/operational direction
• Experience in customer facing commercial negotiations in support of deal closure