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　　Organization & Role:

　　The Customer Outcomes (“CO”) organization includes worldwide sales of the full Customer Success portfolio (ServiceNow Impact—our value acceleration solution, Expert Services, and Training and Certification), our global professional services delivery organization. We are seeking a highly experienced and dynamic Vice President to run the EMEA Customer Outcomes group, leading sales and delivery in our biggest geography to ensure our customers realize fast and maximum value from their ServiceNow investment while delivering growth and operational excellence.

　　The EMEA Customer Outcomes (Professional Services) VP is a core member of the Global CO Leadership team focusing on both sales and delivery to ensure we run a profitable, healthy business that is effectively supporting ServiceNow customers, partners and our broader business. This role works closely across CO leadership, our EMEA Sales President, our partner ecosystem, and C-level executives at customers and across ServiceNow. This is a highly visible, strategic leadership position that requires strong understanding of the professional services industry, exceptional sales acumen, and the ability to lead day to day execution for Customer Outcomes in EMEA while also providing key inputs to strategic planning as EMEA continues to grow and expand.

　　Key Responsibilities

　　EMEA P&L Ownership: Accountable for Customer Outcomes bookings, revenue, gross margin with control over key delivery levers

　　Sales Leadership: Responsible for EMEA Services Sellers. Develop and execute a comprehensive sales strategy to drive revenue growth across our full portfolio of Expert Services, Training, and Impact offerings. Collaborate with EMEA leaders to align EMEA sales strategies and ensure consistent execution

　　Expert Services Delivery: Responsible for the EMEA professional services (implementation consulting) delivery resources, including utilization, skilling, and certification. Ensure successful delivery of implementation services, seamless customer onboarding, accelerated time to value, and risk mitigation. Collaborate with cross-functional teams, including Product, Engineering, and Customer Success, to drive customer satisfaction and retention.

　　Customer & Partner Engagement: Engage with customers and partners in support of services sales (effectively implementing our co-delivery strategy in partnership with our ServiceNow partner organization). Manage escalations related to post-sales and implementation both ServiceNow led and partner related as needed.

　　Strategic Plans & Strategic Initiatives: Build a strategic plan in alignment with the EMEA field sales (license) organization in alignment with the CO strategy. Identify and drive strategic initiatives to enhance the scalability, efficiency, and effectiveness of our professional services operations. Collaborate with internal stakeholders to develop and implement innovative solutions that meet evolving customer needs and industry trends.

　　Performance Monitoring and Reporting: Establish key performance metrics and regularly assess the performance of the EMEA Professional Services Group. Provide accurate and timely reporting on sales, customer engagement, and operational efficiency to senior leadership.

　　Stakeholder Management: Build and maintain strong relationships with key stakeholders, including executive leadership, sales teams, support, engineering, and partners. Collaborate cross-functionally to align objectives, resolve issues, and optimize overall business outcomes.

　　15+ years of experience in General Management, including Sales, Customer Management and Consulting or Advisory Services

　　Proven track record of success in sales leadership and executive leadership roles within the professional services industry, preferably in the SaaS industry.

　　10+ years of experience building and executing strategic plans within a B2B enterprise software company or similar environment

　　Extensive experience in managing global sales teams and driving revenue growth across multiple regions.

　　Strong knowledge of professional services operations, including implementation methodologies, customer success strategies, and risk mitigation.

　　Exceptional sales acumen and the ability to develop and execute effective sales strategies.

　　Demonstrated record in P&L management.

　　Excellent leadership and team management skills, with a demonstrated ability to build and motivate high-performing teams.

　　Strategic thinker with a strong business mindset and the ability to drive innovative solutions.

　　Outstanding communication, negotiation, and interpersonal skills; ability to simplify complex issues.

　　Ability to work in a fast-paced, high-growth environment and adapt to changing business priorities.

　　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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