Senior Director, CEG EMEA Field Ops Lead

ServiceNow's worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. The CEG Strategy, Product, & Operations team (SPO) is the strategic engine for the organization. Reporting directly to the VP of CEG Global Field Ops, the Senior Director, EMEA Field Operations will lead the operational engine for the Customer Excellence Group (CEG) across EMEA. This role drives the strategy, planning, and execution that enable CEG's customer success and post-sale teams to deliver value-based outcomes at scale, owning the operating cadence, performance management, and cross-functional alignment that keep the EMEA field running and growing. The role provides daily business partnership and strategic operations support to the GVP, EMEA CEG and her leadership team.

Responsibilities

Define and execute the operational strategy and annual operating plan for CEG across EMEA; Own the performance and health of the EMEA field organization, tracking metrics, targets, and forecasts for customer success, renewals, and expert services; Continuously improve the operating model, processes, and tooling for the EMEA field ops team; Translate global CEG strategy into EMEA-specific priorities; Partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions; Partner with Sales leadership and Sales Operations on NNACV growth and risk mitigation goals; Serve as a trusted thought and execution partner to the EMEA CEG leadership team and SPO Leadership team; Build and cultivate high-level relationships across CEG, HR, Finance, and other cross-functional partners; Represent EMEA Field Ops in global SPO leadership forums; Prepare and deliver executive-level communications, including QBR content, leadership briefings, and board-ready materials; Establish and run operational cadences, including quarterly business reviews, performance reviews, forecasting, and planning rhythms; Recruit, mentor, and develop a high-performing operations team; Act as a change agent, championing new processes and technologies; Own the EMEA capacity and coverage model with Workforce Planning and HR Business Partners; Drive consistency and accountability across EMEA Major Areas through standardized reporting, escalation paths, and performance review cadences; Partner with the broader SPO team to identify, scope, and land high-priority programs spanning the EMEA field

Requirements

12+ years of relevant work experience (or 7+ year post-MBA or equivalent), preferably in tech strategy/ops, management consulting, delivery leadership, or customer success; Demonstrated "AI-first" mindset and a relentless growth orientation; Strong data analytics, financial acumen, and problem-solving skills with ability to synthesize complex information; Demonstrated ability to be thought and execution partner to senior leaders to help run and develop their orgs; Bias toward action and an ownership mentality, results-oriented and accountable for both successes and learnings; Track record of leading teams and developing talent with inclusive leadership; Proven success driving operational execution in complex, matrixed environments; Exceptional written and verbal communication skills, able to influence without authority at the VP and SVP level; Experience navigating cross-functional stakeholder environments involving Finance, Legal, HR, and Sales; High level of integrity, accountability, and professionalism, and a commitment to ServiceNow's core values; Bachelor's degree or equivalent experience required

Nice to have

Prior experience supporting or leading field operations for a large, geographically distributed post-sale or professional services organization; MBA or advanced degree preferred