Director, Customer Outcomes Go To Market

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 in growth mode across the Americas region-and looking for a seasoned, strategic, and high-impact Services Sales Leader to drive our Professional and Strategic Services business. This role comes with a clear booking and revenue target and will be a key force behind expanding ServiceNow's footprint through business transformational, value-led services engagements all configured on the ServiceNow AI Platform.
You will not only lead a high-performing team but also serve as a strategic pillar of our Customer Excellence Group (CEG) organization-working across functions to influence customer adoption, retention, and value realization. This role is central to our mission: to make ServiceNow the best buying decision our customers have ever made.
This role isn't just about growth-it's about AI and Business transformation. You'll be responsible for driving large, complex, and transformational service-led deals with some of the most strategic customers across the region, while also coaching and developing your team to build those same capabilities.
What you get to do in this role:

• Own the Commercial sales strategy for Services (Professional services and Customer Success), aligning with all Field Sales, Partners, and Marketing to deliver a seamless "land-and-expand" motion
• Develop and close business and technology lead transformational, end to end services deals that elevate the customer relationship and accelerate business value realization
• Coach and mentor your team to identify, shape, scoping and close complex service engagements, building long-term capability across the region
• Own and deliver against a defined Services booking and revenue target across the Commercial business
• Drive consistent forecasting, pipeline growth, and operational discipline to support predictable bookings, margin and revenue and well as qualify opportunities and scoping.
• Recruit, develop, and lead a high-performing GTM team with a focus on coaching, development, and quota & participation performance
• Partner with field teams on opportunity qualification, pipeline health, territory planning, and account strategies
• Build deep, trusted relationships with customer C-suite and internal stakeholders across functions
• Collaborate closely with Services Sales Pre-Sales, Services Delivery, Product Management, Customer Success, and Field Sales
• Ensure that AI is used productively by your team members, and drive greater customer outcomes using AI and AI agents

Qualifications
What Success Looks Like

• Exceeded Services-led bookings and revenue across the Commercial Area
• Closed high-value transformational deals that materially impact customer strategy and platform adoption
• Develop a high-performing Services Sales team with repeatable plays for value-based selling
• Aligned regional efforts to CEG's broader KPIs, influencing outcomes well beyond services sales, such as NPS, Gross Retention and Net New Licenses Sales
• Strengthened cross-functional relationships across Field, Services Delivery, and Customer Success
• Services selling experience in a quota carrying role or equivalent
• Leadership role in services sales or equivalent
• Usage of AI in daily role, and understanding of how AI and AI agents drive outcomes for our customers

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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In 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 [email protected] 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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