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Director, GTM Operations

Element AI

Element AI

Waltham, MA, USA
Posted on Wednesday, June 5, 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

The 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 GTM strategy, planning and operations function within our GTM Operations team to enable our Global Industries & Strategic Growth (GISG) organization and support GTM Operations leader to develop common frameworks to plan and manage all our global businesses. You will report to the Senior Director, GTM Operations and partner closely with the GISG President and Leadership Team, and GTM Operations & Monetization peers to set business strategy, lead GTM planning, establish and execute a strong operational cadence, generate business insights and drive strategic initiatives. You will bring structure and sustainable, scalable processes to support business growth and ensure cross functional alignment.

The ideal candidate will have global experience leading organizations in a rapid growth phase; establishing and refining strategy, planning and operational capabilities in a global GTM organization; improving GTM processes and tools to scale; and partnering with GTM and functional stakeholders at all levels to implement on business priorities and achieve business results. This leader is expected to serve as a catalyst for change and actively work towards realizing a shared vision for transformation alongside its stakeholders.

What you get to do in this role - key responsibilities:

  • Inspire, lead, and develop high-performing direct and matrixed teams
  • Act as a strategic partner to the GISG President and Leadership Team, and GTM Operations & Monetization peers through actively participating in shaping GISG and ServiceNow GTM strategy, building actionable plans to capture opportunities and maximize future revenue growth
  • Drive an integrated strategy, planning and operations function, ensuring alignment with cross functional leaders and all key stakeholders
  • Establish and execute a strong operational cadence to promote predictability, accountability, and precision throughout the sales lifecycle and ensure the health of the GISG businesses, including pipeline forecasting, pipeline management, KPI tracking and analytics, business reviews, and more
  • Lead annual planning activities, encompassing org structure adjustments, revenue growth projections, headcount planning, territory/quota setting, and coverage evolution
  • Build organizational capabilities to provide proactive and actionable insights into business drivers, identify areas of opportunity or risk, and drive critical business decisions
  • Refine and standardize processes, policies, and workflows to scale working with across the broader GTM and functional stakeholders
  • Oversee and support the delivery of new capabilities and improvements to existing business ecosystem, enabling the evolution of pipeline generation, to support the operational process
  • Champion and lead strategic initiatives aimed at driving growth, increasing productivity, and efficiently scaling the business, including third-party vendor management
  • Collaborate closely with peers to establish best practices, foster knowledge sharing, and promote skills development across the GTM Operations organization
  • Produce presentations to brief and influence senior stakeholders, effectively communicating the vision and strategy of the GISG organization


  • 10+ years sales strategy, sales planning, sales ops or highly related experience, demonstrating the capability to serve as a strategic advisor to sales and operations leaders
  • Confidence in building, managing & coaching high performing teams
  • Strong business acumen with deep knowledge of sales & GTM business
  • Ability to frame a business problem, analyze options and provide recommendations based on data-driven analysis
  • 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
  • Change agent challenging the status quo and setting new strategic & operational direction based on fact-based, data-driven analysis
  • Strong operational mindset; skilled at building processes to scale
  • Demonstrated skills in business transformation, collaborating in a matrixed environment and leading large-scale programs
  • Self-motivated and Go Getter with an ability to manage multiple concurrent initiatives
  • 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
  • Willingness to roll up sleeves to drive performance
  • Familiarity with Enterprise technology markets, including buying personas and product portfolio
  • Bachelor’s degree; MBA/advanced degree preferred

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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