Senior Director, CEG EMEA Field Ops Lead

ServiceNows worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. We build trusted relationships learn our customers businesses and deliver value-based outcomes that make ServiceNow the best decision they ever made. 

The CEG Strategy Product & Operations team (SPO) is the powerhouse that propels CEG forward. We are the strategic engine for the organization driving org-wide programs to forge critical cross-functional partnerships to empower CEGs most vital initiatives as well as providing the operational rhythm that powers BAU Operations.  

Reporting directly to the VP of CEG Global Field Ops the Senior Director EMEA Field Operations will lead the operational engine for the Customer Excellence Group (CEG) across EMEA. This role drives the strategy planning and execution that enable CEGs customer success and post-sale teams to deliver value-based outcomes at scaleowning the operating cadence performance management and cross-functional alignment that keep the EMEA field running and growing. The ideal candidate is a builder who thrives in ambiguity pairs strong financial and analytical rigor with executive presence operates with speed and urgency and is energized by executing with excellence across a large matrixed organization. 

This role provides daily business partnership and strategic operations support to the GVP EMEA CEG and her leadership team. The individual will be looked upon to drive strategic transformation within EMEA and help the team achieve its stated business objectives. 

What you get to do in this role: 

Strategic Leadership 

• Define and execute the operational strategy and annual operating plan for CEG across EMEA ensuring alignment with global CEG priorities and consistency across Geos and segments 

• Own the performance and health of the EMEA field organizationtracking the metrics targets and forecasts that govern customer success renewals and expert services 

• Continuously improve the operating model processes and tooling that scale how the EMEA field ops team plans prioritizes and delivers for their Geo and Major Area Leader counterparts 

• Translate global CEG strategy into EMEA-specific priorities ensuring the field has clear line-of-sight from corporate goals to on-the-ground execution 

• Partner with Finance and CEG leadership on headcount planning resource allocation and investment decisions across the EMEA field 

• Partner with Sales leadership and Sales Operations in achieving mutually agreed upon goals around NNACV growth and risk mitigation. 

Executive Leadership 

• Serve as a trusted thought and execution partner to the EMEA CEG leadership team and SPO Leadership team 

• Build and cultivate high-level relationships across CEG HR Finance and other cross-functional partners to align on shared goals and unblock execution 

• Represent EMEA Field Ops in global SPO leadership forums bringing the voice of EMEA into org-wide planning and prioritization decisions  

• Prepare and deliver executive-level communications including QBR content leadership briefings and board-ready materials that tell the EMEA story with clarity and impact 

Operational Excellence 

• Establish and run the operational cadencesquarterly business reviews performance against key metrics forecasting and planning rhythmswith key stakeholders (Geo Leads Major Area Leads etc.) 

• Recruit mentor and develop a high-performing operations team fostering a collaborative high-impact culture 

• Act as a change agent championing new processes and technologies that raise the bar on how the EMEA field operations team supports the CEG EMEA counterparts 

• Own the EMEA capacity and coverage model working closely with Workforce Planning and HR Business Partners to ensure the field is appropriately resourced to meet customer demand and growth targets  

• Drive consistency and accountability across EMEA Major Areas through standardized reporting frameworks escalation paths and performance review cadences  

• Partner with the broader SPO team to identify scope and land high-priority programs that span the EMEA fieldfrom new initiative rollouts to post-merger integration workstreams 

Qualifications :

• 12 years of relevant work experience (or 7 year post-MBA or equivalent) preferably in tech strategy/ops management consulting delivery leadership or customer success 

• Prior experience supporting or leading field operations for a large geographically distributed post-sale or professional services organization strongly preferred 

• Demonstrated AI-first mindset anda relentlessgrowth orientation 

• Strong data analytics financial acumen and problem-solving skills with ability to synthesize complex information 

• Demonstrated ability to be thought and execution partner to senior leaders to help run and develop their orgs 

• Bias toward action and an ownership mentalityresults-oriented and accountable for both successes and learnings 

• Track record of leading teams and developing talent with inclusive leadership 

• Proven success driving operational execution in complex matrixed environments 

• Exceptional written and verbal communication skills; able to influence without authority at the VP and SVP level  

• Experience navigating cross-functional stakeholder environments involving Finance Legal HR and Sales 

• High level of integrity accountability and professionalism and a commitment to ServiceNows core values 

• Bachelors degree or equivalent experience required MBA or advanced degree preferred 

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation national origin age disability gender identity  veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

No

Employment Type :

Full-time