Senior Director of CEG EMEA Field Ops Lead

• ServiceNow’s 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 CEG’s 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 CEG’s customer success and post-sale teams to deliver value-based outcomes at scale—owning 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
• 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 organization—tracking 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 cadences—quarterly business reviews, performance against key metrics, forecasting, and planning rhythms—with 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 field—from new initiative rollouts to post-merger integration workstreams

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time- High level of integrity, accountability, and professionalism, and a commitment to ServiceNow’s core values
• Demonstrated “AI-first” mindset and a relentless growth orientation
• Demonstrated ability to be thought and execution partner to senior leaders to help run and develop their orgs
• Experience navigating cross-functional stakeholder environments involving Finance, Legal, HR, and Sales
• Bias toward action and an ownership mentality—results-oriented, and accountable for both successes and learnings
• Strong data analytics, financial acumen, and problem-solving skills with ability to synthesize complex information
• 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
• Track record of leading teams and developing talent with inclusive leadership
• Prior experience supporting or leading field operations for a large, geographically distributed post-sale or professional services organization strongly preferred
• 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
• Bachelor’s degree or equivalent experience required, MBA or advanced degree preferred

Izvor: https://www.welcometothejungle.com/en/companies/servicenow/jobs/senior-director-of-ceg-emea-field-ops-lead_amsterdam_ynqk3pys

Nivo: senior