Business Operations Manager - Customer Excellence Group (CEG) – Post Sales Strategic Initiatives

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

At ServiceNow, operational excellence enables strategic execution. As a Post Sale Operations Manager focused on strategic initiatives, you will act as a trusted business manager and delegate to EMEA Post Sale leadership, driving improvement initiatives, establishing AI-powered operating rhythms, and enabling critical business decisions across the organization. This role requires an independent thinker who can step back from day-to-day execution to see the bigger picture, leveraging AI and automation to create scalable, strategic solutions. 

What you get to do in this role: 

Strategic Operating Cadence & Governance 

• Design and implement the EMEA Post Sale operating cadence, aligned with Global CEG and Field Sales cadences, creating structured rhythms for planning, performance and KPI reviews, strategic decision-making, and stakeholder alignment 
• Establish governance frameworks that bring clarity to complex, cross-functional initiatives and ensure accountability across teams 
• Facilitate communication between CEG and all cross-functional teams and broader business, ensuring alignment on key initiatives 
• Act as a bridge between leadership and operational teams, providing clarity on business priorities 
• Leverage AI-powered tools to automate reporting, streamline workflows, and create real-time visibility into business performance 
• Ensure leadership meetings are structured, goal-oriented, and results-driven 
• Act as the operational backbone for leadership, ensuring seamless execution of strategic priorities 

Strategic Initiatives & Improvement Programs 

• Lead cross-functional improvement initiatives that drive operational efficiency, customer outcomes, and business performance across the Post Sale organization 
• Assist in identifying and prioritising key business initiatives across the CEG team and then with cross-functional businesses (Sales, Solution Consulting, Marketing, Product, etc.) 
• Align strategy and execution across CEG teams in EMEA—GTM, Delivery, Customer Success, Renewals, and Customer Health—ensuring clear prioritization and alignment, priming and driving seamless initiative execution 
• Identify systemic challenges and opportunities through data analysis and AI-driven insights, developing business cases and implementation roadmaps 
• Partner with Major Area Leaders to design and execute adoption initiatives, renewal strategies, and customer health programs at scale 
• Drive innovation by exploring how AI, automation, and new technologies can transform Post Sale operations 

Business Management & Leadership Support 

• Act as a delegate and business manager to EMEA Post Sale leadership, managing priorities, facilitating decisions, and ensuring follow-through on strategic initiatives 
• Support the EMEA Post Sale Leader to partner with the Finance team to manage budget, headcount, and investments, ensuring alignment with business targets and cross-functional priorities 
• Prepare strategic documentation, recommendations, and presentations for QBRs, board meetings, leadership offsites, and strategic planning sessions using AI-enhanced data visualization 
• Liaise with global and EMEA team members to ensure alignment, share best practices, and drive consistency across regions 
• Manage complex, multi-stakeholder projects with competing priorities and ambiguous requirements 
• Support leadership in preparation for customer and partner interactions: meeting prep, follow-up, and documentation to ensure fast progress on agreed actions 

Cross-Functional Collaboration & Influence 

• Build strong relationships across Sales, Customer Success, Delivery, Product, Finance, and Operations to drive alignment and enable strategic outcomes 
• Influence without authority, using data, insights, and executive presence to drive stakeholder buy-in and change management 
• Facilitate strategic planning sessions, working groups, and leadership forums to align on priorities and execution plans 
• Translate strategic vision into operational action, ensuring clarity and alig