Director, Services Sales

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

Director, Services Sales

Services Sales Leader – US Commercial Segment

Americas Geo | Customer Excellence Group | Full-Time

The Opportunity

ServiceNow’s Customer Excellence Group is in growth mode across the Americas, and we’re looking for a strategic, high-impact Services Sales Leader to drive our Customer Success and Expert Services business within the US Commercial segment. This role carries a defined booking and revenue target and sits at the center of our mission: to make ServiceNow the best buying decision our customers have ever made.

This is not a maintenance role. You’ll lead a high-performing team to originate and close large, complex, transformational service-led deals—all configured on the ServiceNow AI Platform. You’ll partner across Field Sales, Partners, Delivery, and Marketing to create a seamless land-and-expand motion that accelerates customer value realization and deepens platform adoption.

As a strategic pillar of the CEG organization, you’ll influence outcomes well beyond services sales—shaping customer adoption, retention, NPS, gross retention, and net new license growth.

What You’ll Do

Strategy & Execution

• Own the end-to-end sales strategy for Professional Services and Customer Success, aligning with Field Sales, Partners, Delivery, and Marketing to drive a unified land-and-expand motion.

• Develop, shape, and close business-led and technology-led transformational services engagements that elevate the customer relationship and accelerate value realization.

• Drive consistent forecasting, pipeline growth, and operational discipline to deliver predictable bookings, margin, and revenue.

• Partner with field teams on opportunity qualification, pipeline health, territory planning, and account strategies.

Team Leadership

• Recruit, develop, and lead a high-performing GTM team with a relentless focus on coaching, capability building, and quota performance.

• Coach and mentor your team to identify, shape, scope, and close complex service engagements, building durable selling capability across the region.

• Foster a culture of accountability, collaboration, and continuous improvement.

Cross-Functional Impact & AI Leadership

• Build deep, trusted relationships with customer C-suite executives and internal stakeholders across Services Delivery, Pre-Sales, Product Management, Customer Success, and Field Sales.

• Collaborate across functions to influence customer adoption, retention, and value realization at scale.

• Champion the productive use of AI across your team and in customer engagements—driving greater outcomes through AI and AI agents on the ServiceNow platform.

What We’re Looking For

Required Experience

• Proven services sales leadership experience in a quota-carrying or equivalent role, with a consistent track record of exceeding booking and revenue targets.

• Demonstrated success closing high-value, transformational deals that materially impact customer strategy and platform adoption.

• Experience building and leading high-performing Services Sales teams with repeatable, value-based selling motions.

• Strong understanding of and ability to successfully engage Commercial-segment customers.

• Track record of cross-functional partnership across Field Sales, Services Delivery, and Customer Success organizations.

Qualifications

Preferred Qualifications

• Experience aligning regional services efforts to broader organizational KPIs such as NPS, Gross Retention, and Net New License Sales.

• Active use of AI in daily workflows, with a working understanding of how AI and AI agents drive customer outcomes.

• Experience working within or alongside a Customer Excellence or Customer Success organization in a SaaS environment.

You’ll Know You’re Succeeding When…

You’re consistently exceeding your booking and revenue targets while building a team that can do the same, yielding more year over year. Your deals are transformational—not transactional—and customers view ServiceNow as a strategic partner, not just a vendor. Cross-functional leaders across Field Sales, Delivery, and Customer Success actively seek your team’s involvement early i