Services Transformation Director, AMS

The Team 

The ServiceNow Customer Success Organization (CSO) —which includes Customer Outcomes (services sales and Expert Services delivery), Customer Excellence (home to our Impact BU), Impact Delivery, Product Success, and our Global Education organization (including RiseUp!)—is focused on getting our customers to value across the end-to-end customer journey. In partnership with the Senior Director of Services Transformation and the broader global Transformation Office, this role will be integral to executing the strategy to enable the services organization to drive global, large-scale, transformation initiatives from inception to execution, as we grow the AMS business and accelerate our customer’s success. 

The Role 

This is an extraordinary opportunity for a collaborative, strategic thinker, and proven executor to partner closely with the Senior Director of Services Transformation, AMS, to drive transformation within the services business in a data-driven agile manner. This role will work closely with the Senior Director of Services Transformation, AMS, to drive in-region and global change across a variety of workstreams and goals. It is important that this person has both the ability to understand the big picture and global perspective while identifying and managing the local regional details to ensure success. 

You will partner with internal and external stakeholders to understand the customer and develop repeatable solutions that can accelerate the growth of the services business. You will develop industry and regional-specific offerings that can be executed in an accelerated and high-quality manner. You will work to ensure strategic business investments are made with data-driven fiscal discipline, to ensure the business metrics are achieved. In addition, you will work to develop transformation strategies aligned with broader organizational goals and establish clear objectives and performance metrics for these initiatives. This role will create and execute organizational change management plans to ensure smooth transitions and communicate effectively while managing stakeholder expectations. You will also identify areas for process and operational improvement that ultimately enhance productivity, quality, and opportunities for automation and technology improvements.  

Responsibilities:  

• Strategic Execution: Collaborate with the Senior Director of Services Transformation, AMS, to build and execute workstreams that deliver on the transformation vision and mission.  Define the tenets of the organization that need to transform to meet short- and long-term goals in pursuit of the defined vision.  Work closely with the Strategic Operations leader to create processes, mechanisms and tools to measure the effectiveness of the organization and transformation efforts. 

• In partnership with the Senior Director of Services Transformation, <Region>, provide expertise and leadership to help drive six workstreams in-region and globally. While a candidate may not have expertise in all areas, we encourage candidates who have broad experiences to apply to support the broader team in the definition and delivery of these six workstreams and other strategic efforts to be identified. 

• Partner Business Model Evolution: Align with the ACE organization to innovate on business models and then identify and operationalize fit-for-purpose partners to co-sell and co-deliver services providing elasticity and flexibility to the business. 

• Sales alignment and velocity: Create capacity for and build a strategic pursuits team that focuses on large deals and works closely with field sales and the marquee accounts program. Partner with global operations to develop weekly, monthly, quarterly cadences for pipeline inspection. Drive sales enablement activity to increase services seller productivity by building customer segmentation models that align with license sales, creating a catalog of repeatable and reusable services. 

• Delivery Excellence: Leverage CSAT and Customer Experience mechanisms to evaluate the delivery effectiveness of the Services team and create clear initiatives for improvement. Establish Governance frameworks for projects with a strong engagement management focus to improve CSAT and acceptance rates.   

• Investment Strategy: Determine required strategic investments in the Services business and have metrics to measure the impact on platform sales (adoption).  Work closely with license Sales to determine high-impact customers and specific use cases to make services investments.   

• Industry Focus: Develop industry points of view (POV) from a Services perspective and develop industry-specific offerings to jumpstart platform adoption. Align with overall industry strategy of the organization. 

• Continuous Improvement: Analyze, inspect and measure the business to create continuous improvement in selling, delivery, industry, partner and metrics to evolve with the growth in the business. Develop as-sold/delivered profitability measures to inspect engagement metrics. Develop RAG criteria for projects and appropriate escalation methods. Create best-cost location strategy in offshore locations to reduce costs and improve margins. Improve processes and governance around pipeline hygiene, developing sales collateral, and improving deal quality and profitability. Improve forecasting accuracy to ensure availability of delivery personnel 

To be successful in this role you must have: 

• Proven track record of being a transformation specialist who values differing opinions and collaborating across an organization to develop and deliver solutions that meet and exceed business goals. 
• Demonstrated experience working across a broad organization and working to create an inclusive, diverse, and equitable organization. 
• A collaborator who is comfortable with ambiguity and embraces change in a rapidly growing business. 
• Expertise in leveraging data and research to drive decisions on ambiguous topics in a fast-paced environment. Demonstrated ability to measure progress and provide recommendations to shift strategic initiatives based on changing information, market dynamics, and results. 
• Analytical abilities that are informed by a data-driven approach to decisions but also willing to take calculated risks.  
• Exceptional communication and interpersonal skills, with the ability to build effective relationships and influence stakeholders at all levels.  
• Excellent writing and presentation skills and the ability to generate and communicate meaningful growth metrics.  
• Ability to work in a fast-paced, dynamic environment and adapt quickly to changing priorities.  
• 10+ years in a global professional services or consulting organization, managing various aspects of strategic delivery, customer management, sales, delivery, and operations.  Clear understanding of the metrics that govern services organizations and the interrelation between them.  
• Undergraduate degree in Computer Science or related field 

We will prefer candidates that have: 

• Expertise in growing and incubating businesses or parts of businesses from startup to maturity with positive ROI. 
• Knowledge of ServiceNow’s suite of products and platform and the Customer Outcomes business. 
• Experience in services delivery within a SaaS product company. 
• Experience in a product management or program management role with demonstrated experience implementing agile business practices 
• 5+ years of experience managing a P&L for a services business that is global, industry-focused, and has multiple product offerings.   
• 5+ years of managing global sales and delivery teams that have functional and technical domain expertise.   
• MBA preferred 

ServiceNow is an Equal Employment 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.

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If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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