EMEA Field Ops Senior Director – Strategic Execution

ServiceNow; Amsterdam; On-site; EUR 150,000 - 210,000; Full time

Job summary

ServiceNow is seeking a Senior Director, EMEA Field Operations to lead the operational engine for the Customer Excellence Group across Europe, the Middle East, and Africa. The role requires strategic vision, financial rigor, and strong cross-functional influence to drive customer success and post-sale outcomes at scale.

The candidate will partner with Finance, HR, and cross-functional leaders to execute the annual operating plan, manage headcount, and accelerate NNACV growth while maintaining

Qualifications

• 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 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, MBA or advanced degree preferred

Responsibilities

• 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

Skills

AI-first mindset

Data analytics

Financial acumen

Executive partnership

Bias toward action

Leadership and talent development

Education

Bachelor's degree or equivalent experience

MBA or advanced degree preferred

Job description

ServiceNow is seeking a Senior Director, EMEA Field Operations to lead the operational engine for the Customer Excellence Group across Europe, the Middle East, and Africa. The role requires strategic vision, financial rigor, and strong cross-functional influence to drive customer success and post-sale outcomes at scale.

The candidate will partner with Finance, HR, and cross-functional leaders to execute the annual operating plan, manage headcount, and accelerate NNACV growth while maintaining