Services Transformation Director

Summary

Join ServiceNow's Customer Success Organization as a Transformation Program Manager and partner with the Senior Director of Services Transformation to drive large-scale transformation initiatives. You will collaborate with internal and external stakeholders, develop repeatable solutions to accelerate services business growth, and create organizational change management plans. This role requires strategic thinking, data-driven decision-making, and exceptional communication skills. You will work across various workstreams, including partner business model evolution, sales alignment, delivery excellence, investment strategy, and industry focus. The ideal candidate possesses extensive experience in professional services or consulting, a strong understanding of services organization metrics, and a collaborative approach to problem-solving.

Requirements

• 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

Responsibilities

• 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, provide expertise and leadership to help drive six workstreams in-region and globally
• Partner 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
• 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
• 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
• 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
• 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
• 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

Preferred Qualifications

• 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

Benefits

• Flexible work options
• Remote work options
• Required-in-office work options