Director, Product Strategy EMEA Central

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.

This is one of the most consequential roles at ServiceNow. You will sit at the intersection of our most important enterprise customers, our field leadership, and our product organization—translating what’s happening in the field into how we build, sell, and deliver the platform. You are the connective tissue between customer reality and company strategy. 

This role demands someone who can earn trust at the C-suite level on a Monday, brief a GM on roadmap trade-offs on a Tuesday, and coach a field team through a high-stakes deployment on a Wednesday. You will work across Product, Customer Success , Partner, and the BUs—orchestrating resources with a sense of urgency and a bias toward customer outcomes. 

What You’ll Do:

Customer Engagement 

• Engage directly with C-suite executives and transformation stakeholders at our most strategically important enterprise accounts 

• Drive functional and domain-specific conversations that move customers from intent to action 

• Work with customers to define use cases and map them to a platform-level strategy—not just point solutions 

• Identify and escalate poor experiences before they become churn risks, and own the resolution path 

• Orchestrate the post-sale deployment and adoption motion for high-value customers—bringing the full weight of APEX, CEG, and our Partner ecosystem to bear on customer outcomes at scale 

Field Leadership 

• Advise field leadership on how to sequence and prioritize across their account portfolios 

• Drive pipeline at scale when needed, using one-to-many approaches across large account sets 

• Stay closely engaged in high-momentum accounts—advising internal teams and helping sustain deal velocity through close 

• Surface what’s landing (and what isn’t) in the field to sharpen competitive positioning and sales plays 

• Enable and activate the field to orchestrate across ServiceNow’s full resource network, ensuring customers reach successful deployment and measurable outcomes 

Product & Platform 

• In collaboration with GMs, identify high-value cross-workflow opportunities and advocate for their prioritization on the roadmap 

• Feed unfiltered customer and field signal into roadmap and platform evolution through a structured, repeatable framework 

• Orchestrate APEX product and engineering resources into customer engagements when the moment calls for it 

• Surface opportunities for FDE engagement and flag potential partnership and M&A signals 

• Contribute to the evolution of unified pricing and packaging—including the development of outcome-based pricing models informed by market feedback 

• In partnership with APEX Strategic Program Management and BU Leadership, drive post-acquisition GTM integration 

• 10+ years in enterprise software—spanning sales, customer success, product strategy, or business development at scale 

• A proven track record of operating at the C-suite level with genuine credibility in digital transformation and platform conversations 

• Deep fluency in agentic AI, automation, and platform-led growth motions 

• Experience navigating complex, matrixed organizations—and getting things done across them anyway 

• Strong instincts for when to escalate, when to coach, and when to get out of the way 

• Comfort moving between strategic altitude and operational detail without losing effectiveness at either 

• Experience working across post-sale, product, and GTM functions—not just one of them 

• Willingness and ability to travel up to 50% 

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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