VP, Service Offerings Management

This VP, Service Offerings Management is a critical leadership role. This leader will design the strategy and vision -  and lead the execution of - an integrated post-sales product & portfolio experience for ServiceNow customers. Reporting to the SVP, Customer Success, this person will build and lead a business-critical team responsible for the overall cohesive portfolio of products and services aimed at getting our customers to success.

What you’ll be doing:

• Design, socialize, and continuously improve a product and portfolio strategy that drives customer success through meaningful, complementary offerings – across the entire portfolio lifecycle from inception to retirement
• Collaborate with all business functions in Customer Excellence Group – and across ServiceNow – to create and execute on an integrated roadmap, including demand management and prioritization, and governance  
• Represent and lead for Customer Success in the new product introduction process and with the Workflow leadership to ensure the Customer Success products and portfolios achieve adoption and value goals at the right level for the full suite of ServiceNow solutions
• Determine and manage a Customer Success packaging and pricing strategy
• Work closely with content strategy leadership, partner program leadership, and each functional leader to create a frictionless and delightful customer experience
• Lead through influence and a deep understanding of the complexity of a digital, services, and content-based business
• Establish meaningful business metrics to determine the effectiveness of the portfolio to Customer Success goals and return on investment

Qualifications

• 15+ years of product management experience, ideally both in companies with scale (revenue of $3Bn+) and rapid growth (30%+) with a focus in software preferred
• 5+ years of experience managing teams of high performers; ability to recruit, train and retain top talent
• Proven expert in managing multiple stakeholders at all levels of the organization, but specifically at senior management level
• Ability to thrive, lead, and inspire in dynamic and demanding situations.  The ideal candidate will need to demonstrate the ability to create loyalty, trust, and following.  One who can energize people and teams and make cross-functional cooperation happen. This individual must be highly respected by team members at all levels
• Strategically oriented with deep knowledge/familiarity with ServiceNow products, services, and competitive landscape or can ramp quickly and add value to driving growth and priorities
• The ideal candidate will have the personal drive, passion, and enthusiasm to both understand and successfully navigate a fast- growing company striving toward market leadership in an evolving marketplace
• A compelling leadership style that includes technology expertise with a style that inspires confidence in ServiceNow and its products/services
• Strategic mindsight paired with strong communication/presentation skills (verbal and written) with demonstrated ability to articulate high-level plans; comfortable interacting and communicating with all levels
• Deep understanding of the company’s strategic objectives and execution plans
• SaaS company experience/background and relevant cloud experience preferred
• MBA or relevant graduate degree from top-tier institution or similar academic experience is a plus

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in the Bay Area, we offer a base pay of $263,000 - $447,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

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. Learn more here.

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 talent.acquisition@servicenow.com 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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