Sr. Director, Global Industry Solution Design & Performance

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.

ServiceNow is seeking an Sr. Director, Industry Solution Design & Performance to lead the cross-industry, global solution design capability spanning Technology, Telco, Manufacturing, Retail, Healthcare, Financial Services, Public Sector and others.  This leader is ultimately responsible for owning "voice of the customer"-backed solution development that marry an industry’s trends, value pool evolution, and technology and AI dynamics together with our core set of product and solution offerings on the ServiceNow platform.  Success is defined as architecting a prioritized set of solutions across industries that drive outsized pipeline and NNACV growth within the respective industries.  

An ideal candidate blends a deep sense of customer-centricity and willingness to co-create answers with senior customers and users together with a highly rigorous, analytical, data-driven bias to size, prioritize, and track ongoing performance of the solutions generated.   Building from a working foundation of prioritized solutions, s/he will both refine, sharpen and establish the next tranche of industry solutions in partnership with leaders across Product, Marketing, Verticalized Field Sales, Partner, Strategy and the broader Industry & Solutions leadership team.  A typical day involves coaching the team on how to structure and size different solution areas with ServiceNow’s right to win alongside competitor offerings; conducting customer focus groups within the Banking industry; supporting strategic efforts on Build Buy Partner analysis at the industry x solution level; meeting with partners to align and prioritize on joint solution offerings and how these fit into our GTM strategy; analyzing prior quarter solution performance to identify what’s working and what’s not; and, partnering with product to identify future roadmap enhancements and how those translate into differentiated or enhanced solution offerings of our existing core.

You will manage a team of ~10 individuals, which will include 3 direct reports: 1) Head of Regulated Industry Solution Design; 2) Head of Enterprise Industry Solution Design; 3) Head of Solution Performance Analytics.  This position will report to the SVP, Global Industries & Solutions, and serve as a member of the leadership team. 

What you will do in this role:

• Create a structure and process for how we manage industry solution design, development, maintenance and refresh across all global industries – accounting for new industries of focus, new and ongoing product/platform capabilities and new and ongoing partner/ISV interest in joint solution offerings
• Build, lead and mobilize a team of Center of Excellence industry solution experts, driving a consistent approach and high standard across industries
• Partner with relevant leads across Product, Major Area Leaders, Strategy, Marketing and Partners to design, develop and refresh solutions, ensuring the right message, buyer persona / KPIs, temporality and value articulation that will land with the personas for each solution
• Identify target subset of “focus customers” that would be ideal candidates for first up solution adoption based on business dynamics, earnings releases, qualitative information, competitive intelligence and formal/informal relationships, to focus solution pipeline development efforts together with the Industry GTM leads and field
• Develop target ServiceNow platform solution adoption sequencing based on typical buying patterns within the industry (e.g., IT -> HR -> CSM -> FSM -> GBS), to help inform GTM priorities and natural customer pathways for solution adoption
• Assess on an annual basis which solutions merit deeper vertical alignment vs. horizontal, cross-industry alignment based on evolutions in our business, aligning with product and sales on the recommendation
• Provide data-driven insights to identify trends in solution performance (by industry, by solution, by geo, by segment), creating visibility and awareness on what’s working, what’s not and why
• Stand up together with Inspire Value and Value Excellence the appropriate heuristics and KPIs to be tracking at an industry solution level
• Facilitate knowledge-sharing and best practices across Enterprise and Regulated industries verticals, to ensure that ServiceNow is putting its best foot forward in how we go to market, extrapolating learnings and insights into tangible practices
• Create higher take rate in our industry solution adoption, as measured by pipe generation and coverage of core solutions, maintaining an ongoing rigor in the analysis of these customers and pulse of the business
• Partner with key stakeholders across the organization to create clarity of purpose, alignment of plan, and synchronicity of execution, including: Verticalized Geo Leaders, Account Executives / Client Directors, Industry & Solution Architects, Product, Marketing, Customer Excellence, Partners, Ops, Analytics and others
• Serve as a member of the Industries & Solutions leadership team, elevating team performance and health across the entire team

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 15+ years of experience in a combination of management consulting, strategy, financial analysis and/or customer experience design domains
• 5+ years of people leadership, with a demonstrated track record of inspiring and motivating high performing teams, through a combination of clear goal-setting, hands-on expertise, and leadership and alignment coaching
• Exceptional problem-solving capability, with an emphasis on analytical, structured approach
• Demonstrated ability to leverage analytics and insights to significantly change the trajectory of a business based on a data-driven approach to building recommendations and aligning stakeholders
• Excellent communication skills, both written and verbal, with particularly strong ability to lead cross-functional team workshops and alignment sessions that coalesce in consensus
• Strong track record of reaching across the aisle in highly matrixed organizations to build relationships, establish alignment and get things done in a collaborative manner
• Global experience, with demonstrated track record of adapting solutions for local market needs to ensure adoption and success
• Fluency with Microsoft Office suite of apps, including PowerPoint, Excel, PowerBI dashboards
• Core alignment with ServiceNow values, including Win as a Team, Humble & Hungry, and Wow the Customer – reputation for operating with integrity, honesty and curiosity

JV20

For positions in this location, we offer a base pay of $202,500 - $364,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 [email protected] 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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