Director, Service Offer Management

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
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Job Description
With this role, you will be joining the Impact Product Management team, part of ServiceNow's Customer Success organization! ServiceNow Impact is a world-class customer success offering that expedites customers' adoption of ServiceNow capabilities, optimizes the health of their platforms, and maximizes the value of their ServiceNow investment.
The Director of Service Offer Management is responsible for the end-to-end lifecycle management of Impact's customer success services portfolio. They will orchestrate cross-functional activities to design new offers as well as maintain and evolve the current services portfolio, ensuring delivery of exceptional, compelling value to customers. Your team will focus on:

• Managing a balanced portfolio of Impact service offers across the full offer lifecycle
• Leading core, cross-functional teams to identify and build profitable service offerings (new and extensions of existing offerings) aimed at accelerating ServiceNow product adoption, Impact value proposition, and overall customer success
• Ensuring offerings meet customer needs and addressable markets by analyzing industry research, competitive data, and voice of the customers
• Collaborating with technology product management to ensure services strategy is aligned with overall Impact and company strategy
• Ensuring delivery teams are capable of delivering service capabilities as defined in the service offers
• Defining processes and roles and responsibilities aimed at driving effective and consistent service lifecycle management and governance (e.g., discovery, prioritization, design, build, launch)
• Leading by example, rolling up your sleeves, and contributing to the creation of offerings together with your team
• Developing GTM strategy, supply and demand analyses, and enablement plans
• Continuously monitoring improvement and health of service offerings

Qualifications

• 8+ years of experience in product management and/or service offering design and launch (ideally in the SaaS / enterprise software space, and/or focused on customer success)
• Services management experience with successful and progressive track record of accomplishment, leadership, and increasing responsibility
• Proven track record of management and leadership designing and implementing best-in-class practices for lifecycle management of service solutions
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Fanatical about customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Extraordinary communication and presentation skills
• Ability to lead services transformation and the courage to challenge status quo
• Proven success in dealing with business leaders on all levels and able to manage effectively within a matrixed organization structure.
• Personality that is collaborative, passionate, and customer-focused
• Must be able to travel up to 25% annually

JV20
Additional Information
ServiceNow is an Equal Employment 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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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