Director, Global Renewal Sales Operations - ServiceNow

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.

Position reports to: Senior Director, Global Renewal Sales Operations and Execution

Location: Waltham or San Diego. Flexible work persona, up to 3 days in office

Role

ServiceNow is experiencing tremendous growth through the market acceptance of our cloud-based Enterprise Service Management offering. We are seeking a proven & experienced professional to lead a global cross-functional sales planning and operations function within our Renewal Sales Operations team. You will work closely with the VP Global Renewals to lead sales planning, establish and execute a consistent operational cadence, and generate business insights.  You will bring structure and sustainable, scalable processes to support sales growth and ensure x-functional alignment.

Director, Global Renewal Sales Operations will have global experience leading organizations in a rapid growth phase; establishing and refining planning and operational capabilities in a global sales organization; improving sales processes and tools to scale; and partnering with sales and functional stakeholders at all levels to achieve business priorities.

What you get to do in this role:

• Inspire, lead and develop a small, high performing direct plus matrixed team

• Partner with the VP of Global Renewals to shape and build actionable plans to capture opportunities and maximize future revenue growth

• Demonstrate strong systems acumen and the ability to deliver identification, implementation and integration of new capabilities and improvements to the existing business ecosystem enabling the evolution of the renewals business

• Fundamentally refine and standardize processes, policies and workflows across the Global Renewals operations teams and relevant stakeholders including the broader sales operations organization

• Drive an integrated planning function ensuring alignment with peer leaders and all key stakeholders including org structure, revenue growth projections, headcount, territory/quota setting and coverage evolution

• Establish and execute a proactive operational cadence to ensure the health of the Renewal Sales business (forecasting, pipeline, KPIs, business reviews, etc.)

• Initiate and lead various complex cross-functional initiatives aimed at driving growth, increasing productivity and/or more efficiently scaling the business including third party vendor management

• Build organization capabilities to provide proactive actionable insights into business drivers, identify areas of opportunity or risk, and drive critical business decisions

• Collaborate with peer leaders to establish best practices, foster knowledge sharing & skills development across the organization

• Produce presentations to brief & influence senior stakeholders

Qualifications

Our ideal candidate: 

• 8+ years sales strategy, sales ops, consulting and/or highly related experience

• Confidence building, managing & coaching high performing teams

• Sound business acumen; deep knowledge of renewal sales & GTM strategy

• Keen structured problem-solving and analytical abilities; able to frame a business problem, analyze options and provide recommendations

• Adept at building trusted relationships and influencing at all levels

• Excellent communication skills (verbal and written); able to convey complex ideas in a clear, concise manner for exec audiences

• Experience challenging the status quo and setting new strategic & operational direction based on fact-based, data-driven analysis

• Sharp operational mindset; skilled at building processes to scale

• Superb analytical skills; able to translate data into actionable insights

• Demonstrated skills in business transformation, collaborating in a matrixed environment and leading large-scale programs

• Self-motivated with an ability to manage multiple concurrent initiatives

• You are a continuous learner, enjoy taking on new challenges and are comfortable handling ambiguity

• You love winning as a team and always have your teammate’s back

• Bachelor’s degree; MBA/advanced degree preferred

• Advanced Excel and PowerPoint skills