Manager, Go-To-Market Functional Team

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

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

The Role: 

ServiceNow is seeking an experienced and results-oriented Manager to lead our Go-To-Market Functional Lead team. This role as a Manager of our Go-to-Market Sustain Team uses their superpower of empathizing, understanding, and applying our user’s and customer’s needs, with the mission to create product experiences they love. This team is responsible for optimizing and supporting our sales processes and infrastructure, ensuring seamless operations and maximizing the productivity of our sales organization.  This role will be instrumental in defining the team's strategic roadmap, aligning its activities with broader business objectives, and driving continuous improvement in our GTM systems and processes. 

The individual will be a Manager of the Go-To-Market Functional Lead team, partnering with Sales, Sales Support, Digital Transformation and Sales Operations to optimize system health and efficiency. This role will rapidly resolve recurring production issues, develop AI tools for ticket deflection and self-service, and project-manage critical issues through the development cycle in close collaboration with business partners.  

Responsibilities:  

• Provide leadership, coaching, and mentorship to a team of Functional Leads, fostering a high-performance culture focused on collaboration, innovation, and continuous learning 
• Conduct performance reviews, identify development opportunities, and create individual growth plans to maximize team member potential 
• Develop and implement team strategies and objectives aligned with overall Go-To-Market goals 
• Oversee the team's workload, ensuring appropriate resource allocation and prioritization of tasks to meet critical deadlines 
• Assist in managing our support Service providers to drive support excellence for ticket MTTR and SLA for L1 and L2 support with GTM - Sustain.  
• Be involved in Strategic Initiatives to drive support and system excellence across the Go-To-Market portfolio. 
• Assist in metrics and reporting for our L1, L2, and Problem management backlog. 
• Drive automation, AI-based ticket deflection, and maintain AI reference materials.  
• Lead data quality initiatives across the Go-To-Market ecosystem.  
• Own and manage the Problem ticket backlog, driving cross-functional resolution.  
• Act as an escalation point in US time-zone for high urgency incidents within GTM Support and to resolve priority business issues.  
• Lead stakeholder review meetings to share trends, fixes, and updates.  
• Improve L1/L2 support by reducing production issues, identifying trends, and accelerating resolution times.  
• Project-manage recurring production issues to resolution through problem-to-solution workflows. 
• Partner with Product Owners, Analysts, Engineering, Change Management, and IT on system enhancements and updates.  
• Analyze incident trends, address root causes, and contribute to internal knowledge bases.  
• Participate in special projects and other assigned duties.  
• Collaborate across departments to achieve organizational goals.  

Qualifications

To be successful in this role, we need someone who has:  

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Typically requires 6+ y