Director, Customer Outcomes Go To Market

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 currently seeking a Services Sales Director who will be responsible for managing a team of Services Executives within the EMEA North region, driving services sales to achieve business outcomes in new and existing customer accounts. Business outcomes are brought to life through implementation services, implementation advisory offerings. The role reports into the Area Vice President Sales, Customer Outcomes - EMEA.


What you get to do in this role:

Business management of EMEA North region

• Designs, authors and implements an area annual strategic business plan that encompasses all transformational, strategic and operational objectives of EMEA North
• Oversees and accountable for financial metrics including bookings, revenue & margin targets
• Oversees and is accountable for the quality of delivery through NPS on advisory, co-delivery and implementation services
• Builds and executes strategic sales strategies in collaboration with the license sales team, our ACE organization and our partner ecosystem.
• Establishes and maintains strategic relationships with all sales leaders in EMEA North to act as the key Customer Outcomes liaison
• Drives the development and evolution of the  Expert Services team to help establish deeper client relationships in all Enterprise and Very Large Enterprise accounts
• Establishes and maintains relationships with ServiceNow Partner Management Leadership to drive the business relationships that will drive a co-selling and co-delivery model into mutual customer environments
• Oversees the operations of the team relative to achieving financial metrics and revenue quotas
• Builds and drives a growth and transformation business plan 

Oversight and accountability for the customer portfolio

• Establishes senior level relationships with clients, considered a trusted advisor for customers through their digital transformation 
• Accountable for the inclusion and successful execution of sustainable business outcomes in sales strategies
• Participates on steering and governance committees
• Accountable for the inspection and review of projects for quality work product and deliverables
• Accountable for the success of customer projects
• Responsible for driving specific customer initiatives and outcomes
• Leads the team to drive strategies that optimize the platform consumption and position within each strategic account

Personnel management of the Services Executive & Delivery teams within EMEA North

• Responsible for developing a team of high-powered, world-class consultants
• Coaches a team of senior professionals to consistently raise the bar on achieving tangible, referenceable business outcomes through customer transformation
• Recruits and develops leaders in the Customer Outcomes organization
• Reinforces ServiceNow culture and values across the team

Develop partner relationships

• Partners with Global Partner and Channel (GPC) to build more effective partner enablement and drive collaboration with Customer Outcomes
• Develops relationships which further the interests of ServiceNow as a whole as well as the partner ecosystem 
• Leads in the development of mutual success plans between partners and Customer Outcomes, increasing co-selling and co-delivery in all strategic accounts 

Qualifications

In order to be successful in this role, we need someone who has:

• Experience in the General Management of Professional Services, including Services Sales, Customer Management and Consulting or Advisory Services
• Experience building and executing strategic plans within a software company or consulting environment
• An understanding of the issues and imperatives driving digital transformation across industry. 
• In-depth digital transformation strategy, design, planning, and implementation within F500 global organizations 
• Experience identifying business objectives and solving busin