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Director, Expert Services

Element AI

Customer Service

Tokyo, Japan

Posted on Dec 19, 2025

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Company Description

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.

Job Description

What you get to do in this role:

You will report to the Expert Services Leader in Japan. You and your team will actively work with customers and alongside partners to provide ServiceNow Platform leading practice guidance. To achieve excellent business outcomes underpinned by a technically healthy platform this team must be at the forefront of these leading practices, collaborating across ServiceNow, to both receive the latest standards, but also to feedback and support their continuous improvement.
You are accountable for partnering with ServiceNow account teams and across Customer Outcomes to allocate the right consultant at the right time in the right place. Driving best in class execution, utilization management, measurable KPIs and SLAs determining success, building a world class team that can not only deliver, but in many cases partner with sales teams to help articulate the value proposition of Platform Architecture services.
Additionally, you must have the ability to continuously learn and improve from our customers, your team and from our Product Development and Sales Teams. This feedback loop is critical to constant innovation, improvement and growth of the overall Platform Architecture capability in the GEO, both directly as well as through Customer Outcomes Excellence and Product Development.
Delivery success criteria such as time to value, accuracy, health scan and NPS
Talent and roles’ rotation to Customer Outcomes strategy
Productivity / Utilization
Subject Matter Expertise
Technical Consultative Skills
Cost to serve/margin
Employee Voice Survey
Training Hours
Talent development and recruitment

Qualifications

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.
Matrix management leadership experience
Experience in running Professional Services Organizations both internally and in the field.
Strong understanding and experience of the Services Integration (SIs) operating model, having worked with or for large SIs.
To demonstrate strong business ownership, embrace accountability and be a hands-on, people-centric leader
To have a growth mindset, and be driven to constantly find and execute learnings to improve the execution and organization for the benefit of our customers and talent
A proven track record in successfully navigating customers through complex situations
To be proactive, critical thinking, problem solving, manage escalation, ensure conflict resolution, a thought leader at executive level
Global thinker/background
Servant leader
Accountable and inclusive Change Agent with confidence and credibility
Familiarity with ServiceNow’s offerings
Enterprise Architect certification (Togaf, IT4IT, etc)
Excellent communication skills – both verbal and written skill
Customer facing presence with business outcome orientation in Service Delivery
Technical consultative skills
Experience managing consultant utilization and Service Demand forecasting
Experience creating and managing metrics and Key Performance Indicators
Experience with personnel management and staff development on an EMEA Level
Software implementation and Business Process background
Service Offering Portfolio Creation and Innovation
Best Practice desire and re-invention capability
Enterprise approach with a global reach
Must be fluent in Japanese
Must be authorized to work in Japan

JV20

Additional Information

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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