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.

Role 

ServiceNow continues to experience growth with the market acceptance of our cloud-based workflow management products, apps, and industry solutions supercharged with AI. 

The NPI Director, Field & Operations Readiness is accountable for operations readiness across each workflow as well as for cross-functional, strategic product launches and accelerating GTM success. The role will be instrumental in ensuring operational readiness across key enterprise processes, in particular working closely with Product Management, Monetization, field readiness and all operations teams, to ensure transactability for innovation launching into market. In addition, this role will coordinate with the Field Readiness counterparts to facilitate over all Field Readiness through the Operational Readiness workstreams. Lastly, this role will drive continuous improvement in field & operational readiness, and a scaled operating model to deliver quality assets & enablement that accelerate sales and customer outcomes.

The ideal candidate has a proven track record of GTM business processes, tools, and operations, very strong cross-functional collaboration, and transforming to driving operational scale to support speed of product innovation. In addition, candidates with roles supporting sales teams through systems and processes will be highly favorable. The successful candidate is a results-driven leader across direct or matrixed teams, who brings a strategic approach and thought leadership to achieve desired business outcomes. In addition, the selected candidate has demonstrated process excellence, operational rigor and continuous delivery of improvements with measurable impact. 

What you get to do in this role: 

• Lead NPI & GTM readiness for operations, refining & optimizing processes for strategic products, including new business models 

• Influence and work cross-functionally to align functional plans, identifying, and actively managing risks and issues to resolution to ensure successful launch 

• Ensuring comprehensive planning across sales & ops processes (goal to commission, lead to cash, account planning, deal lifecycle) and tools (CPQ, CLM, Dashboards) across all sales roles 

• Define & manage KPI’s (leading, lagging indicators) for operations success 

• Accountable for identifying and driving action plans cross-functionally to improve KPI’s 

• Mobilize and lead a variety of initiatives, including digitization and automation projects 

• Develop, manage and execute detailed project plans that consider all requirements, constraints, resources, and deliverables associated with the defined objectives 

• Drive projects from inception to completion, ensuring all workstream deliverables are completed on time, on budget, and with quality 

• Conduct thorough and detailed analysis to produce data driven recommendations to enable leadership decisions 

• Deliver progress updates to stakeholders and leadership 

• Continuously apply a customer / partner lens across the customer journey to identify and execute optimization opportunities to improve NPI objectives 

Our ideal candidate: 

• Experienced leader – both matrixed and people management – preferred with a Master’s degree in Business, Product Management, or Operations and 10+ years of related experience
• Proven experience in launching SaaS offers, with expertise in lead to cash, goal to commission, and idea to offer processes
• Superb leadership and influencing skills; ability to work collaboratively and cross-functionally, including challenge the status quo and developing mindshare to drive towards a common goal
• Ability to motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
• Strong program/project management skills & strong facilitation skills
• Excellent people management skills and experience; ability to build strong, diverse, high performing teams
• Highly analytical, fact driven, and process-oriented mindset
• Ability to conduct meaningful analysis of complex data and translate the results into actionable messages and deliverables
• Thrives in fast-paced environment, adept at managing multiple priorities in a dynamic environment to drive results
• Well-versed in SaaS business processes and customer lifecycle. 
• Combination of strong intellect, exceptional active listening skills, and creative problem solving skills
• Excellent verbal & written communication skills, including the ability to synthesize information that can be easily consumed by various executive audiences

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!

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 globaltalentss@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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