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

Role Overview

The Director, Business Operations EMEA Commercial is a strategic business partner to the EMEA Commercial Sales leadership team. This role is critical to driving operational excellence, forecast accuracy, pipeline rigour, and data-driven decision-making across the Commercial segment in EMEA. You will lead planning, analytics, territory design, quota allocation, and sales process optimisation to maximise revenue growth and seller productivity across the region.

This is a high-impact, high-visibility role requiring strong cross-functional collaboration with Finance, HR, Deal Desk, Commissions, and Global Sales Operations leadership.

Key Responsibilities Strategic Business Partnering

Serve as the primary operational business partner to the EMEA Commercial Sales VP/AVP and their leadership team, providing strategic counsel on go-to-market execution.
Translate business strategy into operational plans, ensuring alignment between global priorities and regional execution.
Proactively identify risks and opportunities through data analysis and market intelligence, presenting actionable recommendations to leadership.

Planning & Territory Management

Orchestrate annual and in-year sales planning including territory design, quota setting, headcount modelling, and coverage optimisation for the EMEA Commercial segment.
Develop a quantified view of the market opportunity to inform resource allocation and investment decisions.
Manage territory changes, quota adjustments, and exception processes throughout the fiscal year.

Forecasting & Pipeline Management

Own and drive the forecast cadence for EMEA Commercial Sales, delivering accurate weekly, monthly, and quarterly forecasts to EMEA and Global leadership.
Build and maintain a comprehensive pipeline review process, leveraging CRM data and BI tools (Power BI, Tableau) to provide insights on pipeline health, conversion rates, and deal velocity.
Support quarter-close operations including daily forecast updates and deal-level inspection with sales leadership.

Analytics & Performance Management

Generate insights through advanced analytics and data mining to improve decision-making and sales efficiency across the Commercial segment.
Develop and maintain key performance dashboards covering forecast accuracy, pipeline generation, win rates, cycle times, ASP, and seller productivity.
Establish trend analysis and performance benchmarking to identify inefficiencies and drive continuous improvement.

Operational Excellence & GTM Readiness

Drive GTM operational readiness by leading and participating in projects that improve productivity, efficiency, accuracy, and scale.
Partner with Global Sales Operations on strategic initiatives, acting as the EMEA Commercial focal point for feedback, resource allocation, and execution.
Champion CRM hygiene and adoption of sales process automation tools, ensuring data integrity across all systems.
Drive innovation through tooling and automation to enable a self-serve culture across the Commercial sales organisation.

Qualifications

10+ years of progressive experience in Sales Operations, Revenue Operations, or Business Operations within enterprise technology/SaaS companies.
Proven experience operating at Director level or equivalent in a matrix, high-growth environment.
Deep understanding of SaaS sales models, subscription economics, and enterprise go-to-market motions.
Strong financial and analytical background with experience in sales planning, quota methodology, territory design, and compensation modelling.
Proficiency with CRM platforms , BI/analytics tools (Power BI, Tableau), and planning tools (Anaplan, Varicent, or similar).
Exceptional stakeholder management skills with the ability to influence senior leaders and drive alignment across functions.
Outstanding communication and presentation skills with the ability to distil complex data into clear, actionable insights.
Experience supporting Commercial or mid-market sales segments across multiple EMEA countries.

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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Employee Type: Regular

Region: EMEA - Europe, Middle East and Africa

Work Persona: Flexible

Director, EMEA Commercial Business Operations

Job Description