Full-Time Sr. Director, Global Industry Solutions

ServiceNow is seeking an Sr. Director, Industry Solution Design & Performance to lead the cross-industry, global solution design capability spanning Technology, Telco, Manufacturing, Retail, Healthcare, Financial Services, Public Sector and others.

This leader is ultimately responsible for owning "voice of the customer"-backed solution development that marry an industry’s trends, value pool evolution, and technology and AI dynamics together with our core set of product and solution offerings on the ServiceNow platform.

Success is defined as architecting a prioritized set of solutions across industries that drive outsized pipeline and NNACV growth within the respective industries.

An ideal candidate blends a deep sense of customer-centricity and willingness to co-create answers with senior customers and users together with a highly rigorous, analytical, data-driven bias to size, prioritize, and track ongoing performance of the solutions generated.

Building from a working foundation of prioritized solutions, s/he will both refine, sharpen and establish the next tranche of industry solutions in partnership with leaders across Product, Marketing, Verticalized Field Sales, Partner, Strategy and the broader Industry & Solutions leadership team.

A typical day involves:

• Coaching the team on structuring and sizing solution areas with ServiceNow’s right to win alongside competitor offerings
• Conducting customer focus groups within the Banking industry
• Supporting strategic efforts on Build Buy Partner analysis at the industry x solution level
• Meeting with partners to align and prioritize joint solution offerings
• Analyzing prior quarter solution performance
• Partnering with product to identify future roadmap enhancements

Responsibilities:

1. Create a structure and process for managing industry solution design, development, maintenance, and refresh.
2. Build, lead, and mobilize a team of industry solution experts.
3. Partner with leads across Product, Major Area Leaders, Strategy, Marketing, and Partners to design, develop, and refresh solutions.
4. Identify target customers for solution adoption.
5. Develop target ServiceNow platform solution adoption sequencing.
6. Assess solutions for vertical alignment.
7. Provide data-driven insights on solution performance.
8. Stand up heuristics and KPIs for industry solutions.
9. Facilitate knowledge-sharing and best practices.
10. Create higher take rate in industry solution adoption.
11. Partner with key stakeholders to create clarity of purpose, alignment of plan, and synchronicity of execution.
12. Serve as a member of the Industries & Solutions leadership team.

Qualifications:

• 15+ years of experience in management consulting, strategy, financial analysis, or customer experience design.
• 5+ years of people leadership experience.
• Exceptional problem-solving capability, analytical, structured approach
• Leverage analytics and insights to significantly change the trajectory of a business
• Excellent communication skills
• Strong ability to lead cross-functional team workshops
• Global experience
• Fluency with Microsoft Office suite
• Experience in leveraging or critically thinking about how to integrate AI into work processes
• Core alignment with ServiceNow values

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