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Head of Public Safety and Emergency Management, Global Public Sector

Element AI

Element AI

Sydney, NSW, Australia
Posted on Wednesday, February 14, 2024

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

To propel our next phase of growth, ServiceNow is further investing in the Global Public Sector organization. We're building a team of collaborative individuals who are passionate about the opportunity to transform the Public Sector using ServiceNow's powerful digital workflow platform.

The company is looking for a Head of Global Public Safety who is an expert in Public Safety Solutions and has a deep understanding of the emergency management life cycle, including planning, response, recovery, and resourcing. The position provides visibility within ServiceNow and an opportunity to support accelerated sales results.

You understand the core Public Safety business processes and surrounding technology ecosystem, including systems of record and third-party data providers. You also have a technical vision for ServiceNow’s opportunity to transform Public Safety and will work with customers and partners on the architecture for the solutions with care for this vision. Additionally, you are someone who can work with customers, account teams, and internal technical resources to align customer needs with platform capabilities and solution roadmaps.

What you get to do in this role:

  • Own and design innovative industry solutions, aligning industry content, product capabilities, partners, and messaging to enable the field to consistently tell a story and align to customer’s key business imperatives while partnering with marketing on external assets showcasing domain knowledge, differentiators, and sales propositions.

  • Identify key customer business imperatives to ServiceNow capabilities; Regularly meet with customers and partners to gather feedback, and internally vet and test these imperatives.

  • Be the voice of the customer internally to sellers, enable partners with solutions, and advise sellers while helping with business planning and sales strategy.

  • Research key industry and solution trends from various sources including publications, thought leaders, industry conferences and events. Document and communicate as they pertain to changes in positioning, capability gaps or total addressable market.

  • Monitor global challenges and opportunities, identify best growth practices across all markets, and maintain connections with key global players both internally and externally.

  • Attend external events of partners, competitors, and customers to bring knowledge to industry sellers, and use extensive ongoing industry knowledge to define and update industry personas and value propositions for each.

  • Define discovery questions for key personas, collaborate with the value team to define industry value (both quantitative and qualitative).

  • Maintain up-to-date domain assets. Identify gaps in foundational needs such as customer stories, demos, assets, and enablement, creating action plans to address these needs.

  • Sponsor global community task force, and focus groups to share knowledge, drive innovation, and host regular community calls to share and gather information across all geographies.

  • Offer thought-leadership both internally and externally on domain-related topics and actively engage in speaking, teaching, advocating, and championing the mission area in various forums, including webinars, podcasts, EBCs, customer calls, and more as a representative of the sector.

  • Collaborate closely with Account Executives and Solution Consultants on use cases and customer opportunities, enabling teams on relevant solutions.

  • Create and lead of global Center of Excellence on public safety.

  • Integrate, curate, and share use cases globally related to public safety.

  • Partner closely with solution and field marketing to develop relevant and engaging assets. work closely with marketing teams to align assets and events to the GTM strategy.

  • Co-innovate solutions with internal team of Architects, Designers and Developers to reimagine complex customer challenges.


To be successful in this role you have:

  • Minimum 12+ years of related work experience OR advanced degree with 10+ years’ experience, including at least 7 years in technical roles in or selling to the public safety or emergency response sector.

  • Experience working with the ServiceNow Platform with ServiceNow customers, and in-depth understanding of the ServiceNow architecture and platform.

  • Experience working with sales, marketing, and product teams with the ability to work as an extended part of the account teams.

  • Ability to provide expertise and work with internal ServiceNow product teams.

  • Interact at multiple levels within a customer account (Line of Business personas within emergency services professionals, departmental managers, and elected/appointed officials.)

  • Ability to travel up to 25% of the time.

  • Instant customer credibility with a record of building customer relationships.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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