Senior Director, CEG EMEA Field Ops Lead

Strategic Leadership

• Define and execute the operational strategy and annual operating plan for CEG across EMEA, ensuring alignment with global CEG priorities and consistency across Geos and segments
• Own the performance and health of the EMEA field organization—tracking the metrics, targets, and forecasts that govern customer success, renewals, and expert services
• Continuously improve the operating model, processes, and tooling that scale how the EMEA field ops team plans, prioritizes, and delivers for their Geo and Major Area Leader counterparts
• Translate global CEG strategy into EMEA-specific priorities, ensuring the field has clear line-of-sight from corporate goals to on-the-ground execution
• Partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions across the EMEA field
• Partner with Sales leadership and Sales Operations in achieving mutually agreed upon goals around NNACV growth and risk mitigation.

Executive Leadership

• Serve as a trusted thought and execution partner to the EMEA CEG leadership team and SPO Leadership team
• Build and cultivate high-level relationships across CEG, HR, Finance, and other cross-functional partners to align on shared goals and unblock execution
• Represent EMEA Field Ops in global SPO leadership forums, bringing the voice of EMEA into org-wide planning and prioritization decisions
• Prepare and deliver executive-level communications, including QBR content, leadership briefings, and board-ready materials that tell the EMEA story with clarity and impact

Operational Excellence

• Establish and run the operational cadences—quarterly business reviews, performance against key metrics, forecasting, and planning rhythms—with key stakeholders (Geo Leads, Major Area Leads, etc.)
• Recruit, mentor, and develop a high-performing operations team, fostering a collaborative, high-impact culture
• Act as a change agent, championing new processes and technologies that raise the bar on how the EMEA field operations team supports the CEG EMEA counterparts
• Own the EMEA capacity and coverage model, working closely with Workforce Planning and HR Business Partners to ensure the field is appropriately resourced to meet customer demand and growth targets
• Drive consistency and accountability across EMEA Major Areas through standardized reporting frameworks, escalation paths, and performance review cadences
• Partner with the broader SPO team to identify, scope, and land high-priority programs that span the EMEA field—from new initiative rollouts to post-merger integration workstreams

Qualifications

The ideal candidate is a builder who thrives in ambiguity, pairs strong financial and analytical rigor with executive presence, operates with speed and urgency, and is energized by executing with excellence across a large, matrixed organization.

• 12+ years of relevant work experience (or 7+ year post-MBA or equivalent), preferably in tech strategy/ops, management consulting, delivery leadership, or customer success
• Prior experience supporting or leading field operations for a large, geographically distributed post-sale or professional services organization strongly preferred
• Demonstrated “AI-first” mindset and a relentless growth orientation
• Strong data analytics, financial acumen, and problem-solving skills with ability to synthesize complex information
• Demonstrated ability to be thought and execution partner to senior leaders to help run and develop their orgs
• Bias toward action and an ownership mentality—results-oriented, and accountable for both successes and learnings
• Track record of leading teams and developing talent with inclusive leadership
• Proven success driving operational execution in complex, matrixed environments
• Exceptional written and verbal communication skills; able to influence without authority at the VP and SVP level
• Experience navigating cross-functional stakeholder environments involving Finance, Legal, HR, and Sales
• High level of integrity, accountability, and professionalism, and a commitment to ServiceNow's core values
• Bachelor's degree or equivalent experience required, MBA or advanced

We offer

• preferred

Information

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Posted Nov 01, 2026

Posted Nov 01, 2026

Source: Statistisches Bundesamt (Destatis), table; dl-de/by-2-0; StarIn's calculation