Senior Director, CEG EMEA Field Ops Lead

What you get to do in this role:

ServiceNow's worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. We build trusted relationships, learn our customers' businesses, and deliver value-based outcomes that make ServiceNow the best decision they ever made.

The CEG Strategy, Product, & Operations team (SPO) is the powerhouse that propels CEG forward. We are the strategic engine for the organization, driving org-wide programs to forge critical cross-functional partnerships to empower CEG's most vital initiatives, as well as providing the operational rhythm that powers BAU Operations.

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 ideal candidate is a builder who thrives in ambiguity, pairs strong financial and analytical rigor with executive presence, operates with speed and urgency, and is energized by executing with excellence across a large, matrixed organization.

This role provides daily business partnership and strategic operations support to the GVP, EMEA CEG and her leadership team. The individual will be looked upon to drive strategic transformation within EMEA and help the team achieve its stated business objectives.

Strategic Leadership

Define and execute the operational strategy and annual operating plan for CEG across EMEA, ensuring alignment with global CEG priorities and consistency across Geos and segments

Own the performance and health of the EMEA field organization-tracking the metrics, targets, and forecasts that govern customer success, renewals, and expert services

Continuously improve the operating model, processes, and tooling that scale how the EMEA field ops team plans, prioritizes, and delivers for their Geo and Major Area Leader counterparts

Translate global CEG strategy into EMEA-specific priorities, ensuring the field has clear line-of-sight from corporate goals to on-the-ground execution

Partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions across the EMEA field

Partner with Sales leadership and Sales Operations in achieving mutually agreed upon goals around NNACV growth and risk mitigation.

Executive Leadership

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 to align on shared goals and unblock execution

Represent EMEA Field Ops in global SPO leadership forums, bringing the voice of EMEA into org-wide planning and prioritization decisions

Prepare and deliver executive-level communications, including QBR content, leadership briefings, and board-ready materials that tell the EMEA story with clarity and impact

Operational Excellence

Establish and run the operational cadences-quarterly business reviews, performance against key metrics, forecasting, and planning rhythms-with key stakeholders (Geo Leads, Major Area Leads, etc.)

Recruit, mentor, and develop a high-performing operations team, fostering a collaborative, high-impact culture

Act as a change agent, championing new processes and technologies that raise the bar on how the EMEA field operations team supports the CEG EMEA counterparts

Own the EMEA capacity and coverage model, working closely with Workforce Planning and HR Business Partners to ensure the field is appropriately resourced to meet customer demand and growth targets

Drive consistency and accountability across EMEA Major Areas through standardized reporting frameworks, escalation paths, and performance review cadences

Partner with the broader SPO team to identify, scope, and land high-priority programs that span the EMEA field-from new initiative rollouts to post-merger integration workstreams

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

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

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