The role of the Director, Expert Services – CRM & Industry Workflows (EMEA) will oversee a team of Senior Managers, Managers, and Consultants responsible for delivering high-quality outcomes to our customers and partners through ServiceNow’s CRM & Industry Workflows. This role reports to the Sr Director, Expert Services EMEA and plays a pivotal role in shaping and executing the delivery strategy for CRM & Industry Workflows across the region.

What You Get to Do in This Role

•  Define and execute the CRM & Industry Workflows Expert Services delivery strategy for EMEA, aligned with customer needs, market trends, and ServiceNow’s business goals.
•  Lead and grow a high-performing team of senior leaders and consultants, fostering a culture of accountability, innovation, and continuous improvement.
• Translate market demand, sales pipeline insights, and strategic initiatives into action—driving decisions around hiring, team structure, capability development, and enablement.
• Own the technical quality of CRM & Industry Workflows delivery in EMEA, ensuring consistent, scalable, and value-driven outcomes for our customers.
• Position the team for scale by developing delivery models, frameworks, and leadership capabilities that support predictable and high-quality customer success.
• Partner with Product Business Units, Sales, and Customer Success to accelerate value realization, inform product strategy, and co-drive strategic initiatives.
• Align with global Expert Services counterparts to share learnings, shape global initiatives, and bring best practices into the EMEA organization.
• Provide strategic leadership and mentorship to senior team members, supporting the resolution of complex challenges and the development of future leaders.
• Champion customer transformation journeys—ensuring delivery efforts are aligned to business outcomes, product adoption, and long-term success.
• Drive a culture of collaboration, knowledge sharing, and operational excellence, continually evolving best practices, offerings, and delivery methodology.

Key Performance Measurements

• Contribution to Expert Services business outcomes (revenue, margin, growth).
• Team productivity, billable utilization, and quality of delivery.
• Customer satisfaction, value realization, and CRM & Industry Workflow adoption.
• Team readiness, capability development, and leadership bench strength.
• Impact of strategic initiatives across sales, delivery, and product alignment.

Strategic Leadership & People Development

• Proven experience leading senior-level teams, including managers and consultants, in a professional services or consulting environment.
• Demonstrated success in defining and executing regional or global strategies, ideally in the context of enterprise technology or digital transformation.
• Track record of hiring, scaling, and enabling high-performing teams with diverse skill sets, while fostering a culture of excellence, inclusion, and innovation.
• Strong ability to mentor senior leaders, promote leadership development, and build succession plans for sustainable organizational growth.
• Executive presence and influence, with the ability to communicate clearly, inspire trust, and align diverse stakeholders across functions and geographies.

Consulting & Service Delivery Expertise

• Significant experience delivering or overseeing large-scale digital transformation engagements, with a focus on measurable business outcomes.
• Expertise in structuring scalable delivery models and driving operational excellence across customer-facing teams.
• Deep understanding of consulting methodologies, such as Now Create, Agile, and value-based delivery approaches.
• Strong ability to assess market demand, interpret sales pipelines, and translate commercial opportunities into delivery readiness and team investments.
• Experience engaging directly with executive-level customers and partners, advising on transformation strategy and value realization.

Technology & Domain Knowledge

• Solid understanding of CRM & Industry Workflows (Customer Service Management, Field Service Management, Sales Order Management, Financial Services Operations, etc) and their role in enterprise transformation.
• Familiarity with the ServiceNow platform or comparable enterprise platforms (e.g., Salesforce, SAP, Workday); certifications or ecosystem experience is a plus.
• Experience driving adoption of emerging technologies, including AI and automation, in the context of enterprise service delivery.
• Strong business acumen with the ability to connect technical delivery to commercial impact and product evolution.

Additional Qualities for Success

• A strategic thinker with a transformation mindset, focused on long-term business impact.
• Excellent communication and storytelling skills, capable of influencing diverse audiences from consultants to C-level executives.
• Passion for continuous improvement, innovation, and knowledge sharing.
• Strong cross-functional collaborator who thrives in a matrixed, global environment.

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. Learn more here.

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 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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