Senior Director, AMS Area Lead - CEG, Telco Media (TMT-SI)

About the role

This role will have responsibility for leading the team that makes every customer in the Telco & Media Areaa committed to ServiceNow and has the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Area, resulting in clear accountability, consistent service, and one face to the customer. This role is instrumental in championing innovation and leveraging cutting-edge technology to enhance customer experiences and deliver substantial business value. This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company's short and long-term success.

Responsibilities

• Customer Success: Deeply understand customer business challenges and leverage AI and digital tools to deliver tailored innovative solutions that provide tangible business impact.
• Operational Excellence: Implement scalable, repeatable methodologies to ensure consistent, valued customer experiences and operationalize key national and global programs for enhanced scalability.
• Cross-Functional Collaboration: Build and nurture relationships with C-level executives and collaborate with sales, solutions consulting, services, and product development teams to ensure strategic alignment and scale.
• Sales and Growth Alignment: Partner with the sales team to develop and execute aligned growth strategies, focusing on License Agreements and expert services.
• Leadership in Innovation: Foster a culture that celebrates creativity and innovation, enabling teams to develop solutions aligned with customers' evolving needs and business landscapes.
• P&L Management: Drive business performance by managing key business metrics such as P&L, revenue, bookings, and other performance indicators, all focused on customer-centric outcomes.
• Background and Experience
• A minimum of 10 years in a leadership role in customer success and business growth.
• Demonstrated experience in SaaS or Cloud-based environments, delivering software solutions to enterprises.
• Proven track record in building and managing high-performing teams.
• Strong experience in P&L management within large organizations.
• In-depth knowledge of ServiceNow products and solutions, particularly within customer success and services sales tailored to CORE sectors.
• Exceptional leadership, analytical, and negotiation skills.
• High Emotional Quotient (EQ) with the ability to influence and lead diverse teams positively.
• Willingness to travel regionally and align closely with sales and CEG leaders.

Requirements

• Ability to thrive in a fast-paced, demanding and highly matrixed environment.
• Passion for technology and innovation, particularly in AI, Agentic AI, and machine learning applications within the CORE sectors.
• Experience with AI-driven insights and analytics to drive strategic decision-making and enhance customer experiences.
• Strong interpersonal and communication skills with the ability to deliver detailed and strategic insights.
• Understanding of AI tools and platforms that benefit the Energy, Logistics, Transportation, and Utilities industries.
• Previous experience in a consulting environment is a strong plus.
• Familiarity with AI integration in SaaS solutions is advantageous.
• FD21
• Work Personas

Benefits

Additional Information

About Customer Excellence Group (CEG) at Service Now Service Now's worldwide Customer Excellence team is a global network of Service Now employees and partners. Our sole mission is to ensure customer success. We work with our customers to build relationships, learn about their businesses, and drive value value-based results. We strive to delight our customers and make this the best buying decision they ever made.

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