Director, Expert Services CRM & Industry Workflows

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 ServiceNows 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 ServiceNows 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 actiondriving 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 journeysensuring 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.

Qualifications :

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.

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. 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 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 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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Remote Work :

No

Employment Type :

Full-time

Key Skills
CCNP,Children Activity,Corporate Paralegal,Graphic Designing,Advertising,Import & Export
Experience: years
Vacancy: 1