Strategic Customers – EMEA 360 Deal Lead (Elevate)

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Reporting to the VP, Strategic Customers - Global Revenue Programs (Elevate), the Strategic Customers – EMEA 360 Deal Lead (Elevate) will be joining a broader team focused on driving high-impact global strategies that support ServiceNow’s long-term revenue growth and profitability through larger and more strategic transactions at scale.

As the Strategic Customers – EMEA 360 Deal Lead (Elevate), you will serve as the central business unit liaison to EMEA sales teams for ServiceNow’s business-enabling functions and all internal Business Units as it relates to 360 deal activity. You’ll bring together cross-functional stakeholders to shape deal strategy, streamline “Buy From” execution, and ensure alignment between business needs, risk considerations, and sales objectives. You’ll play a pivotal role in improving GTM efficiency, accelerating deal velocity, and balancing OPEX investment with NNACV growth. Your work will also drive consistency and insight across 360 activities, including supporting natural event planning and helping the organization avoid value leakage from unplanned or misaligned deal activity.

Priorities & Responsibilities:

Serve as Central Point of Contact for the ‘Buy From’ Side of 360 Deals for Specific BUs

• Act as the global BU liaison to sales teams and internal ServiceNow Business functions.
• Act as a global liaison to sales / GTM teams and global partnerships w/ Value Added Resellers and also System Integrators.
• Represent a unified “Buy From” perspective, streamlining access and coordination for the sales organization.
• Leverage strong relationships with executive sponsors, sourcing, and customer advocacy to facilitate alignment and speed
• Create Value Through Structure and Process
• Design and implement a structured approach to identify and act on natural buying events that drive incremental revenue
• Working with Sales Operations and other Sales Strategy teams, establish visibility into 360 deal activity across regions and functions, creating a unified view for tracking and strategic planning
• Improve consistency, accountability, and velocity across buy-from aspects of the 360-deal lifecycle

Support Deal Execution

• Collaborate with Elevate’s Complex Deal Execution team/Sales to shape and execute 360 deals that align to GTM strategy and business priorities and strike the optimal balance between investment and revenue generation in strategic deals
• Support execution of complex transactions by guiding deal architecture, risk mitigation, and internal stakeholder engagement

Build Deep Cross-Functional Relationships

• Cultivate trusted relationships with business owners across the enterprise to support proactive deal engagement and GTM alignment
• Act as a strategic advisor across functions, translating business goals into actionable deal strategy
• Partner closely with Finance, Revenue Accounting, Global Sourcing, Legal and other stakeholders to streamline deal approval and execution pathways

Deliver Post-Deal Insights and Continuous Improvement

• Lead post-mortems and insights generation for closed 360 deals, translating outcomes into scalable process improvements and strategy refinements
• Evolve frameworks such as the decision matrices, budgeting guidance, and approval processes to enable faster, smarter deal execution.

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.
• 10+ years of experience as a Product Manager, Product Owner, Consultant or technical Product Analyst in a commercial software product company
• Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world class customer experiences
• Strong decision making based on data and business benefit to determine the best investments for the future
• Must enjoy working in a highly collaborative environment
• Experience creating digital experiences in either CSM, CRM, or HCM
• High energy, self-starter with aptitude for learning new technologies and ability to promote transformational change
• Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars
• Thrives in ambiguity with proven track record of out of the box problem solving skills
• Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope in order to get the job done
• The ability to generate ideas for how our digital experiences can make our customers more successful
• Prior history working with the ServiceNow platform a major plus

Skills and Attributes

• Strategic thinker with a bias for execution and outcomes
• Skilled at building trust and influence across matrixed organizations
• Analytical and structured, with a process-oriented mindset
• Strong communicator with the ability to synthesize and present complex issues clearly
• Comfortable operating in ambiguity and helping bring clarity to others
• Collaborative, proactive, and business outcome-focused
• Intrinsically curious about emerging technologies and their application in solving business challenges.
• Team player of unquestionable integrity, credibility, and character 
• Experience within a large organization; ability to quickly establish trust-based relationships internally to get support for customer sales objectives 
• Strong leadership, problem solving, and decision-making abilities 
• Continuous improvement and growth mindset 

Measure of success                                                                                                          

• Increased speed and effectiveness of 360 deal execution
• Scaled adoption of 360 strategies, processes, and operations
• Strong feedback from Elevate Complex Deal Leaders, internal sales and business unit stakeholders

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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 globaltalentss@servicenow.com 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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